Description
POSITION INFORMATION
Under general supervision, provides a full range of technical information
technology support services, including installation, configuration,
testing, troubleshooting and repair of hardware, software, networks
and applications in a centralized IT organization. Incumbents
in this journey level class perform a wide variety of information
technology support duties, following established procedures, including
hardware and software installation and repair. Incumbents possess
the ability to analyze user problems related to desktop, network and
applications and apply a full range of corrective actions. Incumbents
are generally based in a centralized location or may be required to
assist end users at field sites. Incumbents possess a thorough knowledge
of desktop computers and related equipment, basic knowledge of network
technologies and multiple client platforms, and strong interpersonal
skills to communicate effectively with customers/users.
ESSENTIAL
JOB FUNCTIONS
The Information Technology Technical Support Analyst II will perform
the following essential job functions.
Installs, configures, maintains and tests computer
hardware, software and peripheral equipment.
Acts as a technical resource to end users and other
information technology staff and troubleshoots, diagnoses and resolves
moderately complex hardware, software and network connectivity problems,
including problems not covered by established procedures.
Identifies trends in the reported problem calls and
implements improvements.
Analyzes and makes recommendations regarding user
support needs or improving customer satisfaction.
Reviews, tests and finalizes user instructions and
procedures; conducts formal and informal end user training and develops
technical orientation and training materials, as needed.
Leads small hardware and software installation and
upgrade projects and participates in large and/or complex projects
with general direction.
Assists in defining and recommending appropriate hardware
and software configurations and standards to meet customer needs,
and develops specifications to purchase new hardware, software and
other peripheral devices based upon established departmental standards.
Configures software distribution tools.
Assists in the ordering of licenses for software packages,
in consultation with appropriate management or other information technology
staff, as needed.
Coordinates equipment delivery, software licensing compliance and
inventory/asset control, as needed.
Acts in a lead capacity to other technical staff, as needed.
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