Technical Services Analyst 

job description

Summary

The Technical Services Analyst primary function is to serve as a single, consistent point-of-contact for Technical Services. This position will work with Technical Services and stakeholders using the analyst's independent judgment to manage updates to existing projects, and solve issues presented. The analyst also will coordinate with internal team members on the Solutions & Technology Team for Technical Services issues. The Technical Services Analyst will be required to perform administrative tasks in support of the team such as processing and tracking projects and handling incoming and outgoing project communications.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

  • Install, maintain, update, and troubleshoot desktop computers and servers

  • Administrate servers, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates, and patches.

  • Support Microsoft Office applications and client-specific line-of-business applications.

  • Support LANs, WANs, VPNs, network segments, Internet, and Intranet systems.

  • Install, test, and configure new workstations, peripheral equipment, and software.

  • Administrate and maintain back up and disaster recovery images. Restore operating systems, folders, and files as needed.

  • Diligent oversight of current security risks and preventative maintenance. Immediate remediation of any infection.

  • Manage, resolve, and escalate all incoming phone calls, emails, and tickets received while maintaining the highest degree of professionalism and service.

  • Share processes including detailed documentation for known and potentially recurring issues for efficient future remediation of similar incidents across the team, this includes automation of these processes when possible.

  • Maintain inventory of all equipment, software and software licenses.

  • Perform timely upgrades on workstation hardware and software as required.

KNOWLEDGE, SKILLS & ABILITIES

  • Proficiency in Microsoft Office 2010 - 2019

  • Proficiency in Windows 8 and Windows 10

  • Experience with Windows Server 2008 - 2019

  • Experience with Active Directory

  • Excellent written and oral communication skills

  • Ability to thrive in a team environment

  • Adept hardware and software troubleshooting skills

  • Analytical and critical thinking

  • Time management skills

  • Self-motivated with a thirst for knowledge

EDUCATION

  • AS Degree in an IT related field or 3 years equivalent experience

EXPERIENCE

  • Demonstrated to perform with minimal supervision

  • Strong documentation skills

PHYSICAL DEMANDS/WORKING CONDITIONS

Requires prolonged sitting, some bending, stooping and stretching.  Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.  Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.  Requires lifting papers or boxes up to 50 pounds occasionally.  Work is performed in an office environment.  Work may be stressful at times.  Contact may involve dealing with angry or upset people.  Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

OSHA CATEGORY

The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids).  Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way. 

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