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Technical Support Analyst

Date: Nov 15, 2022

Location: Birmingham, AL, US, 35222

Company: Birmingham Water Works

Job Information

Job Title:  Technical Analyst I                                                     Department: Information Technology  

Reporting Relations:  Systems Support Supervisor or Infrastructure Supervisor                      Status:  Exempt

Grade:  36 

Hours: Monday - Friday; 8:00 am until 4:30 pm

Salary: $24.98($51,958.40 - $74,006.40) - $35.58

General Responsibilities

Provides day-to-day hands on support to the organization end user laptops, desktops, mobile devices and applications. Interfaces directly with internal customers and various departments, troubleshooting user desktop issues to resolution. Other areas of responsibility are LAN support, break/fix, software/hardware upgrades, patch management, Anti-Virus management, image management, application installs, user support and training, etc.

Assists in maintaining computer systems; installs and supports software applications and peripheral equipment; sets up users and security settings; researches user inquiries and new technology; troubleshoots and resolves computer operating, software/hardware, database problems and provides technical support as requested; communicates with vendors to resolve issues; provides information to staff and users, and prepares and maintains documentation for processes, policies and procedures related to computer systems and operations; tests new software with various operating systems; updates software for users as released by vendor; monitors and updates usage to ensure security of data and access privileges when program modifications are performed; provides offsite support, training and technical advice.

***Please Note: due to limited spacing all elements of the position are not listed under the essential job functions.  A complete and detailed job description will be provided at the time of interviews.***

Essential Job Functions

  1. Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users; recommends and implements corrective solutions, including off-site repair for remote users as needed.
  1. Installs, configures, tests, maintains, monitors, documents, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.
  1. Assesses the need for and implements performance upgrades to PC desktop boxes, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, etc.                                     
  2. Collaborates with other IT staff to ensure efficient operation of the desktop computing environment.
  3. Where required, administers and resolves issues with associated end-user workstation networking software products.
  1. Receives and responds to incoming calls, e-mails, and/or help desk system regarding desktop problems.

Essential Job Functions Con't

  1. Accurately documents instances of desktop equipment or component failure, repair, installation, and removal.
  1. Assists in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
  1. Writes technical specifications for purchase of PCs, desktop hardware and related products.
  1. Maintains and protects sensitive and private information by keeping employee records confidential in accordance with HIPAA, local, state and federal laws and regulations. Ensures that PHI/ePHI of employees, plan participants, patients, and/or other assigned individuals is maintained and transmitted in a secure and legally compliant manner.
  1. Creates user accounts and updates user access.
  1. Maintains software assignments thru updates, upgrades and maintenance.
  1. Meet all target numbers and deadlines for position.
  1. Perform other duties as assigned.

Essential Job Functions Con't

Essential Job Functions:

  1. Laptop/desktop Deployments, configuration and Break/Fix (Windows and Macs)
  2. Printer Break/Fix
  3. Wireless Devices Deployment and Support & Configuration
  4. Hardware/Software installs and upgrades

Education

Associate’s degree (Bachelor’s preferred) in networking and technical support field and/or equivalent related education, certifications, A+ required, Network preferred. 

 

Experience

  1. Minimum two (2) years in a desktop support / help desk role, providing technical support to users in a medium size company.
  2. Proficiency in imaging, deployment, configuration, and troubleshooting of Microsoft Windows client operating systems (including Windows 10 and Windows 11)
  3. Thorough understanding of basic networking principals. (including IP addresses and network cabling)
  4. Experience troubleshooting Intel based PC hardware components and peripherals. (including SATA, USB, CPU, PCI)
  5. Experience troubleshooting PC compatible productivity suites in a medium size business. (including Office 365)
  6. Experience in Active Directory , Azure and SCCM (or some other similar tool) and 3rd party patching preferred

Supervision

NONE

Physical Demands

Ability to stand, sit or walk for extended periods of time

Ability to stoop, kneel, crouch or crawl

Reaching by extending hand(s) or arm(s) in any direction

Communications skills using the spoken/written word

Ability to see within normal parameters

Ability to hear within normal range

Ability to move about

Ability to lift up to 50 pounds

Work Enviroment

Quiet, professional office.


Nearest Major Market: Birmingham