IT Support Analyst|6994

Provides technical assistance to computer users. Answers
questions or resolves computer problems for clients in
person, or via telephone or electronically. May provide
assistance concerning the use of computer hardware and
software, including printing, installation, word processing,
electronic mail, and operating systems. 
•High School Diploma or equivalent.
•1+ year of experience in IT, Engineering Support, or
related area.
•1+ year of experience in operating system or software
application troubleshooting (e.G., root cause analysis,
debugging).
Physical Requirements:
•Frequently transports between offices, buildings, and
campuses up to 2 miles.
•Frequently transports and installs equipment up to 40 lbs.
Preferred Qualifications:
•  Bachelor's degree in an IT-related field.
Principal Duties and Responsibilities:
•  Supports troubleshooting efforts to identify routine and
moderately complex problems. 
•  Follows standard operating procedures. 
•  Seeks out learning opportunities and feedback to increase
own knowledge and skill using internal and external training
resources. 
•  Provides first or second level support to resolve problems
with products, applications, and devices. 
•  Communicates with project lead via email and direct
conversation to provide project status updates and
information about impending obstacles. 
•  Supports documentation of details of incidents, status of
service requests, and resolutions, and follows escalation
procedures. 
•  Supports efforts to meet key performance indicators (e.G.,
performance, availability, capacity). 
•  Understands the importance of contributions from
individuals of varying backgrounds, locations, and cultures. 
•  Completes moderate technical tasks assigned by more
senior personnel. 
•  Follows procedures for incident escalation and notification
to appropriate resources. 
•  Resolves routine problems and attempts to resolve
complex problems. 
•  Reviews information (e.G., procedures, installation,
configuration) related to new support. 
•  Adapts to moderate changes and setbacks in order to
manage pressure and meet deadlines. 
•  Contributes to the knowledge repository for routine and
moderately complex technical support.
Level of Responsibility:
•  Working under close supervision. 
•  Taking responsibility for own work and making decisions
with limited impact;impact of decisions is readily apparent;
errors made typically only impact timeline (i.E., require
additional time to correct). 
•  Using verbal and written communication skills to convey
basic, routine factual information about day-to-day activities
to others who are fully knowledgeable in the subject area. 
•  Completing tasks that require multiple steps that must be
performed in a specific order, using directions or manuals that
accurately document the steps necessary to perform the tasks. 
•  Using deductive problem solving required to solve
moderately complex problems;most problems have defined
processes of diagnosis/detection;some limited data analysis
may be required. 
•  Exercising some creativity may be required to
troubleshoot technical problems or deal with Client
circumstances. 

•High School Diploma or equivalent.
•1+ year of experience in IT, Engineering
Support, or related area.
•1+ year of experience in operating system
or software application troubleshooting (e.G.,
root cause analysis, debugging).
Physical Requirements:
•Frequently transports between offices,
buildings, and campuses up to 2 miles.
•Frequently transports and installs
equipment up to 40 lbs