Analyst Suppt Svcs IT II - OKC

Job Summary: The Support Services Analyst II is responsible for Tier 2 desk-side computer hardware and software support, configuration, deployment, installation, inventory, and troubleshooting. This is a fully onsite position requiring a physical presence at agency locations to facilitate hardware deployment and face-to-face user assistance., * Provide Tier 2 desk-side and Help Desk support for desktop hardware, software, and network connectivity.

• Resolve issues through remote and on-site assistance, ensuring timely ticket closure in the ITIL-based tracking system.
• Configure, deploy, and maintain technology equipment such as computers, printers, scanners, and peripherals.
• Manage hardware and software inventory and ensure accurate documentation.
• Collaborate with IT Engineering on projects and infrastructure improvements.
• Complete special projects as assigned, prioritizing tasks with the IT Support Services Manager.
• Provide technical assistance for agency events and maintain organized IT labs and work areas.
• Assist in acquiring network equipment, computers, and peripherals.
• Research and recommend hardware and software solutions to meet agency needs.
• Participate in ongoing training programs and maintain technical proficiency.
• Support end-user training and provide guidance on technology use.
• Work with vendor technical support to diagnose and resolve hardware/software problems.

• Must be a high school graduate or have HS equivalent
• Associate’s degree preferred

EXPERIENCE:

• Experience in computer maintenance and user support required.

PERFORMANCE COMPETENCIES:

• Communication
• Decision Making
• Engagement
• Initiative and Accountability
• Interpersonal
• Learning
• Organizational Alignment
• Quality of Work, * Ability to work with the public, maintain an effective working relationship with agency employees, always maintain a professional manner, and maintain confidentiality.
• Must have outstanding interpersonal, communication, presentation, and computer skills.
• Must be independent, a self-starter, multi-task oriented, and energetic.
• Must be able to work closely with vendors, support agencies, and staff at multiple agencies.
• Must be able to work non-standard hours to complete projects, assist with infrastructure conditions, and as work demands.
• Strong understanding of technologies and processes.
• Experience supporting remote users.
• Strong knowledge of technology

CERTIFICATIONS/LICENSES:

• Must possess a valid Driver License and satisfactory driving record to use agency and/or personal automobile to travel to locations other than primary office., Preferred
• High School or better
• Associates or better in Information Technology

Licenses & Certifications

Preferred

• Drivers License