Information Technology Support Analyst II- MHIS- Central Office (N160-2627)

Description

JOB DESCRIPTION

INFORMATION TECHNOLOGY SUPPORT ANALYST II

METRO HARTFORD INFORMATION SERVICES

REPORTS TO: Director of Information Technology & Security

SUPERVISES: None

PRIMARY FUNCTIONS: Performs work under general supervision and is responsible for providing help desk support for software, hardware, network issues and approved department applications for the City of Hartford and Hartford Public Schools either remotely, over the phone or in person. Includes receiving, prioritizing, documenting, and resolving all end user technical requests while providing a positive and professional customer service support experience.

TYPICAL DUTIES AND RESPONSIBILITIES:
• Provide level III support on various software applications, hardware systems and provide high-level desktop application support.
• Provide strong hardware and software troubleshooting skills, independent trend and root cause analysis.
• Resolve questions regarding network account administration, software distribution, system/network status, and password requests.
• Provide direct technical assistance to clients utilizing remote support tools or in person.
• Administer and Maintain Office 365 and Intune.
• Administer and Maintain MDT for desktop imaging.

• Administer and Maintain Microsoft Windows Autopilot.

• Create and/or update configuration documents.
• Uses problem solving skills to find solutions to moderately complex hardware issues. Escalates issues to the management as needed.
• Diagnoses desktop computers, tablets, smart phones, network systems and software applications accurately and quickly in the presence of end users.
• Troubleshoot and resolve technical problems without supervision.
• Implement and manage IT process standardization projects.
• Assist managers by reviewing existing systems, identifying needed improvements, and recommending appropriate equipment.
• Assist with automation of desktop computer build processes, packaging applications and network functions as requested.
• General end-user account support and administration.
• Documentation and escalation of technical issues to IT leadership.
• Work with vendor support contacts to resolve technical problems with desktop computing equipment, printers, mobile devices, and software.
• Assists in the development and delivery of training, best practices and support procedures for customer support analysts and technicians.
• Adhere to company defined Support Level Agreements (SLAs) for all support requests to deliver exceptional support and consistently exceed client expectations.
• Work closely with all technical areas to continuously improve customer support and satisfaction.
• Ability to effectively and efficiently troubleshoot technical problems.
• Familiarity with intermediate network troubleshooting.
• Provide training support in the areas of emerging technology and special applications.
• Additional duties as assigned by Supervisor.

SKILLS, KNOWLEDGE, QUALIFICATIONS AND EXPERIENCE:

Bachelors\ Associates Degree in Computer Science, Information Systems or closely related field, and Two (2) years of progressively responsible experience in Information Technology or Computer Science of which the experience must have been obtained within the last eight (8) years.

Knowledge & Experience of:
• Concepts, techniques, and methods of installing, configuring, debugging, implementing and maintaining computers and peripherals.
• Advanced Microsoft Office 365.
• Advanced Microsoft Intune.
• PowerShell.
• Cloud fundamentals.
• Advanced Apple School Manager.
• Advanced VPN\MFA configuration.
• Advanced Google Management.
• IT Asset Management.
• Advanced Apple OS & Microsoft Windows software and operating systems.
• Supporting and troubleshooting Apple iOS mobile device technologies.
• Familiar with ITIL processes such as incident management, change management, software release management, asset management, HW/SW standards, etc.
• Networking protocols including Wireless.
• Advanced knowledge of Active Directory administration including complex Group Policies and secure lockdown.
• Active Directory and Exchange including user setup and maintenance.

Skills:
• 4-6 years' recent computer, server, and network troubleshooting experience.
• In-depth and hands-on experience with enterprise and desktop applications including but not limited to Microsoft Office 365 & Exchange, mobile devices, Mobile Device Management, network printers, and Microsoft Deployment Tools.
• .

• Advanced knowledge of current Microsoft desktop.
• Advanced knowledge of computer hardware.
• Advanced knowledge of Windows server operating systems.
• Intermediate to Advanced knowledge of Office 365 administration.
• Intermediate to advanced knowledge of Desktop and Server hardening including endpoint protection.
• Must be resourceful and able to take initiative in a dynamic environment.
• Good analytical and problem-solving abilities.
• Excellent organizational and verbal and written communication skills.
• Strong customer service orientation.

Ability to:
• Install, maintain and troubleshoot desktop computers, MACs, laptops, network printers, hardware and associated software, and provide remote support for external desktop computer and laptop connections, and wireless.
• Generate scripts and routines for automating updates on computer systems.

• Intermediate to advanced thought processes on monitoring and constant logging of integrity of the systems.

• Diagnose root cause of hardware, software and applications problems and implement resolutions in a timely manner.
• Work effectively in a team-oriented and collaborative environment, as well as independently to research information and solve problems.
• Write or explain procedures and instructions that can be clearly understood by a person.
• Work effectively with customers, administration, and other technical staff to resolve technical problems quickly and efficiently.
• Communicate effectively to understand the problem and explain the solution and maintain patient in dealing with difficult customers.
• Quickly learn, adapt and apply new technology, procedures and concepts.
• Work under pressure, with challenging time constraints and changing deadlines and priorities.

CERTIFICATION REQUIREMENTS:

Recent A+ Certification, Microsoft Certified professional (MCP) or Microsoft Certified Systems Engineer (MCSE) preferred.

SALARY AND TERMS OF EMPLOYMENT:

12-Month Work Year. Salary Grid: C525 $75,989-$91,523

EVALUATION:

Evaluated annually.

UNION AFFILIATION:

Hartford Educational Support Personnel (HESP).

*Wages, hours and conditions of employment are subject to the respective collective bargaining agreement.

NOTE: The above description covers the principal duties and responsibilities of the job. The description shall not, however, be construed as a complete listings of all duties or as a contract. In all cases, these relationships, functions and their applications are subject to change by the Chief Information Officer of Metro Hartford Information Services.