(TSA1)-Technical Support Analyst I

Job Information

General Responsibilities:

Responsible 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 advice.

Essential 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.
• 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 maintenance.
• 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. 
   

Essential Job Functions Con't

Essential Job Functions Con't

Education:

Associate degree in a technical support field or equivalent combination of education and experience required. Bachelor’s degree preferred

Certifications

Experience:

• Two (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.
• Excellent communication and interpersonal skills.
• Ability to multitask and support work in a fast-paced environment
• Ability to track, resolve, and document root causes of user technical problems. 

Certificates, Licenses, Registrations:  

• Valid driver’s license required
• CompTIA A+ certification preferred 
• CompTIA Network+ and Security+ preferred
   

Supervision:

None

Physical 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 pounds
   

Working Environment:

• 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.