Part Time Information Technology Analyst II
Pay Grade: 12 Emergency Essential: No
FLSA Designation: Exempt
Purpose of Information Technology Analyst II
Under the supervision of the Financial Systems Manager, and with guidance from the Information Technology Analyst III, the Information Technology Analyst II is primarily responsible for addressing the concerns, problems, and requests raised by either agency employees or customers, and uses technical expertise to resolve these issues or teach individuals how to resolve such issues on their own.
Essential Duties and Responsibilities
- Provide excellent customer service for a variety of calls, email exchanges, and in-person interactions with coworkers and customers in regard to IT related questions, problems, and issues while applying the following:
o Analyze problems based on information provided by caller.
o Evaluate the best method for efficiently resolving technical difficulties.
o Provide remote assistance over the phone by walking caller through the necessary steps to resolve the problem.
o Document and file reports of all help desk tickets.
o Follow up with customer or client to ensure that IT issues have been sufficiently resolved.
o Use analytical and problem-solving skills in troubleshooting.
- Support a variety of Microsoft operating systems and servers.
- Install, configure, and troubleshoot various computer software and hardware.
- Install and configure TCP/IP network equipment.
- Conduct visits at off-site properties to fix technical issues and problems as needed.
- Repair or replace faulty computer and telephone hardware.
- Install and connect new computers and other technical equipment.
- Brainstorm and communicate ways to improve service and equipment to reduce chances of future problems.
- Attend and contribute to IT department meetings geared toward improving customer service and support.
- Interpret comprehensive technical guides and manuals.
- Translate technical language into clear layman’s terms for explanatory purposes.
- Work closely with a team of other IT professionals to ensure quality IT services.
- Assists other staff with assignments as necessary, and performs other related duties as required or assigned.
Competency Requirements
Knowledge of:
- Basic understanding of computer/technology in a business environment.
- Various computer systems and programs, including Microsoft Operating Systems, Microsoft Office Suite and database programs.
- Computer workstation/hardware troubleshooting and repair.
- Information system operating concepts, tools, methods and techniques for troubleshooting and determining the causes of computer problems, errors, and failures.
Ability to:
- Communicate orally, read, write, and understand English in an effective manner.
- Exercise independent and creative thinking, especially in problem analysis and troubleshooting.
- Plan, estimate, manage, and control completion of tasks in a busy office environment.
- Establish and maintain effective working relationship with other employees, management, vendors, and the general public while providing excellent customer service at all times.
- Uphold privacy and confidentiality of agency, client, and personnel information.
- Work after hours on occasion as needed to assist the Information Technology Analyst III with critical projects, which may occur with little notice.
Acceptable Experience and Training
- A minimum of an Associate’s Degree in Computer Science or related field is required.
- Preference is given towards previous experience in IT sector, Microsoft server experience, and/or general TCP/IP networking experience.
- Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work of an Information Technology Analyst II.
- Must have an acceptable credit history, and have and maintain a valid driver's license, reliable transportation, satisfactory driving record, and adequate insurance coverage. Must maintain an acceptable driving record according the SHA’s policy and insurer.
Essential Physical Abilities
The physical demands of this work are light and primarily sedentary in nature. The employee is frequently required to stand, walk or sit. Physical demands include using hands to finger, handle or feel. The employee is occasionally required to reach, climb or balance, stoop, kneel, crouch, crawl or lift. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and distance vision. The use of computer and adding machine is essential to job performance. The use of computer is essential to job performance.
Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to discern verbal instructions and to communicate effectively in person and on a telephone.
The work environment noise level is usually moderate. The employee can be exposed to outside weather conditions as some local travel for off-site visits is required.
Must be able to fully function in a drug-free environment.
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibilities. They should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or to otherwise balance the workload for the good of the organization.