Technical Support Analyst

Job InformationJob Title: Technical Support Analyst I Department: Information TechnologyReporting Relationship: Systems Support Supervisor FLSA Status: ExemptGrade: HGeneral ResponsibilitiesResponsible for daily supporting the organization's end-user laptops, desktops, mobile devices and applications. Interface with internal customers and various departments, troubleshooting user desktop issues to resolution. Assist in maintaining computer systems; install and support software applications and peripheral equipment; set up users and security settings; research user inquiries and new technology; troubleshoot and resolve computer operating, software/hardware and database problems; communicate with vendors to resolve issues; provide information to staff and users, prepare and maintain documentation for processes, policies and procedures related to computer systems and operations; test new software with various operating systems; update software for users as released by vendor; monitor and update usage to ensure the security of data and access privileges when program modifications are performed; provide offsite support, training and technical adviceEssential Job Functions * Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users; recommends and implement corrective solutions, including off-site repair for remote users as needed. * Install, configure, test, maintain, monitor, document, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels. * Assess needs and implement performance upgrades to PC desktop boxes, including installing CPUs, I/O and NIC cards, hard drives, RAM, etc. * Collaborate with IT team members to ensure efficient operation of the desktop computing environment. * Administer and resolve issues with associated end-user workstation networking software products. * Receive and respond to incoming calls, e-mails, and help desk systems regarding desktop problems. * Assist with BWW meeting setup, including hardware/software equipment, installation and troubleshooting.Essential Job Functions Con't * Cross-training of staff within the department * Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. * Assist in maintaining an inventory of all monitors, laptops, desktops, iPads, printers and other components and equipment. * Document desktop equipment or component failure, repair, installation, and removal instances. * Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs. * Write technical specifications for purchasing PCs, desktop hardware and related products. * Create user accounts and update user access. * Maintain software assignments thru updates, upgrades and maintenanceEssential Job Functions Con't * Work an on-call rotating schedule outside the regular schedule on a rotating basis. * Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, and local, state, and federal laws and regulations. * Ensure that PHI/ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally. * Perform all work safely in accordance with established safety policies and procedures. Comply with all safety and health standards and guidelines issued by management. * Perform other duties as assigned.EducationAssociate degree in a technical support field required. Bachelor's degree preferredExperienceTwo (2) years experience in desktop support or help desk, providing technical support to users in a medium size company.*

* Proficient in imaging, deployment, configuration, and troubleshooting of Microsoft Windows client operating systems (including Windows 10 and Windows 11)* Basic networking principal knowledge. (including IP addresses and network cabling)* Experience troubleshooting Intel-based PC hardware components and peripherals. (including SATA, USB, CPU, PCI)* Experience troubleshooting PC-compatible productivity suites in a medium size business. (including Office 365)* Experience in Active Directory, Azure and SCCM (or some other similar tool) and 3rd party patching preferred. * Experience writing and communicating technical requirements for new and ongoing projects * Experience in management of mobile devices (Intune, MobileIron) preferred.More experiences required can be seen on full job description.SupervisionNonePhysical Demands * Ability to stand, sit or walk for extended periods * Ability to stoop, kneel, crouch or crawl * Reaching by extending hand(s) or arm(s) in any direction * Communications skills using the spoken word * Ability to see within normal parameters * Ability to hear within normal range * Ability to move about * Ability to lift 50 poundsWork Enviroment * Moderate noise (business office)* Exposed to cold temperatures in the data center. * Occasionally visit job sites in plants and outdoors, exposed to extreme hot/cold/wet weather conditions