IT Support Analyst

Job Description & Major Areas of Responsibility:

Installs and supports hardware and software systems. Provides technical assistance and training to system users by performing the following duties.

Primary Objectives:

Coordinates software and hardware implementation plans. Oversees tasks as directed by the IT HelpDesk Manager.

Installs hardware and peripheral computer components.

Supports and maintains network equipment.

Monitors business critical systems and takes corrective action to ensure system up time.

Loads specified software packages such as operating systems, word processing, database, or spreadsheet or business applicable programs into computer.

Monitors telephone systems. Implements changes to system configurations to meet business requirements including adds, moves, and changes.

Enters commands and observes system functions to verify correct system operation.

Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

Instructs users in use of equipment, software, and manuals.

Recommends or performs minor remedial actions to correct problems.

Coordinates activities with IT HelpDesk Manager.

Provides updates, status, and completion information to IT HelpDesk Manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.

Interviews users to collect information about problems and leads user through diagnostic procedures to determine source of error.

Determines whether problem is caused by hardware or software.

Logs and tracks calls.

Maintains history records and related problem documentation.

Trains users on software and hardware

Installs personal computers, software, and peripheral equipment.

Other duties as assigned.