Technical Support Analyst

This Information Technology Technical Support Center (TSC) Analyst is a dual purpose, onsite position responsible for delivering high quality technical support, onboarding and offboarding processing, cellular device management and issue escalation oversight. This role requires daily face-to- face interaction, organizational and communication skills along with advanced decision-making. The position will provide daily onsite setup, configuration and support for various hardware resources, including laptops, desktops and cellular devices. The role coordinates and executes in-person meetings, training and support experiences with IT directors, county personnel and vendors to ensure high-priority and complex technical issues are addressed in a timely, accurate, and customer-focused manner to ensure resolution and continuous improvement of IT customer service delivery., * Daily commitment as a service-focused, knowledgeable, and reliable client support professional.

• Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.
• Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.
• Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.
• Install, configure, test, maintain, and monitor end-user workstations and related hardware and software as required.
• Escalate complete problems for assistance through subject matter experts as needed.
• Develop and document technical resources for use by peers within the established knowledgebase.
• Document asset management changes within the inventory system.

Project - 25%

• Participate in and support ongoing projects as requested.
• Support ongoing cybersecurity initiatives and topics.
• Communicate project information to TSC staff for training and feedback.
• Identify additional opportunities to engage with and support ongoing changes in technologies.

• Bachelor’s Degree or 4 years Technical Support/Help Desk, * 1 year Technical Support / Call Center / Desktop Support

Skills and Abilities

• Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications. (High proficiency)
• Knowledge of standard desktop and laptop hardware components and associated peripherals. (High proficiency)
• Working knowledge of a range of diagnostic and mass deployment utilities. (Medium proficiency)
• Familiarity with the advanced principles of ITIL and PMP. (Medium proficiency)
• Proven track record of understanding and meeting customer expectations through service level agreements. (High proficiency)
• Basic understanding of project management principles. (Medium proficiency)
• Strong oral and writing skills. Must be able to interact with multiple groups within the team at many levels. (High proficiency)
• Familiarity with CJIS, HIPAA, and PCI policies and procedures. (Medium proficiency)
• Candidate must pass criminal background check prior to employment start date.

Licenses and Certifications

• DL NUMBER - Driver License, Valid and in State Must have and maintain a valid Colorado driver’s license and use of personal, insured vehicle. Dependable transportation and auto insurance, maintained at all times, as required by State law. Required
• CompTIA A+ Certification Preferred
• HDI - Help Desk Institute Preferred
• Information Technology Infrastructure Library (ITIL) Preferred
• Driving is essential in this position.
• Candidate must have a valid Driver’s License and Liability Insurance Upon Hire Required
• Candidate must pass a Motor Vehicle Record (MVR) evaluation and if hired, will be subject to continuous monthly MVR monitoring and random drug screens throughout employment. Upon Hire Required
• Pre-employment substance screening is required for this position.
• Candidate must pass a background check per requirements.
• This position is subject to a pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy.

3.33.3 out of 5 stars Greeley, CO $34.99 - $45.49 an hour - Full-time