It Support Analyst

JOB TITLE: IT Support Analyst

GENERAL SUMMARY OF DUTIES: Responsible for installing, maintaining, troubleshooting and upgrading computer hardware, software, personal computer networks, peripheral equipment and company electronic mail systems; assesses user training needs and trains users in effective use of applications; makes recommendations regarding hardware and software acquisitions; prepares documentation and provides user assistance to IT staff and performs related work as required.

ESSENTIAL FUNCTIONS:

• Installs, configures and upgrades operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments.
• Installs, assembles and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required.
• Acts as a technical resource in assisting users to resolve problems with equipment and data; staffs a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required.
• Makes hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
• Assists in instructing staff in the use of standard business and administrative software, including word processing, spreadsheets and database management; provides instruction or written documentation where required.
• Maintain accurate and current records on repair, installation and removal of equipment; provide appropriate logging and tracking of hardware malfunctions. Recommend improvements to operating procedures; write and maintain procedure manuals.
• Assists with the planning, design, research and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and network technology and recommends modifications as necessary.
• Performs other duties of a similar nature or level.
• Maintains strictest confidentiality.

The job holder must demonstrate current competencies applicable to the job position.

EDUCATION: High school diploma or GED.

EXPERIENCE: Two years of general computer installation, maintenance and repair experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed above.

REQUIREMENTS: Must possess and maintain a valid Florida class E driver’s license and a satisfactory driving record.

KNOWLEDGE:

• Knowledge of computer hardware, software and peripherals such as central processing units, servers, monitors, cables, network systems, printers, plotters and modems.
• Knowledge of functions, operations and technology related to financial, business and administrative applications and related hardware and software.
• Knowledge of current technology related to applications, networks and telecommunications and the equipment and software required to maximize system support.
• Knowledge of procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals.
• Knowledge of techniques for explaining technical concepts and procedures to non-technical users.

SKILLS:

• Skill in installing, configuring and upgrading operating systems and software, using primarily standard financial, business and administrative application practices.
• Skill in installing, configuring, assembling and repairing computers, monitors, network infrastructure and peripherals such as printers and related hardware.
• Skill in troubleshooting and solving hardware and software problems.
• Skill in instructing users on new or upgraded computer applications and hardware.
• Skill in using initiative and independent judgment within established guidelines and procedures.
• Skill in organizing own work, setting priorities and meeting critical time deadlines.
• Skill in communicating effectively with co-workers, subordinates, superiors, medical staff and others.

ABILITIES:

• Ability to work effectively with co-workers and vendors.
• Ability to communicate effectively and clearly.
• Ability to have strong verbal and written interpersonal communication.

PHYSICAL/MENTAL DEMANDS: Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

ENVIRONMENTAL/WORKING CONDITIONS: Work is performed in an office environment. Position will involve frequent contact with staff and the public. Occasional evening and weekend work.

**EEOC, Drug-free, Tobacco-free Workplace

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