IS PC Technician 1 UC

FMOLHS•Baton Rouge, LA

About The Position

The IS Support Analyst I provides primary technical support to internal users, troubleshooting, diagnosing, and resolving user issues and work requests in accordance with service level agreements. Support covers system access, hardware, application software, and basic network communication issues. The role responds to telephone calls, email, and team member requests for technical and applications support, and documents, tracks, and monitors issues to ensure timely resolution and customer satisfaction. The position maintains and repairs computer systems, hardware, and peripherals; supports employees across FMOLHS; and helps deploy hardware, software, and peripherals on the corporate network. It also contributes to support documentation and knowledge resources, monitors service performance, keeps current with developments in the field, and helps improve services while protecting FMOLHS data.

Requirements

High school graduate or equivalent.
Two years of experience in database applications or PC hardware and software; an associate's degree in IT counts as one year of experience.
Experience supporting MS Office, web-based applications, and remote users.
Experience identifying and resolving hardware issues for laptops, desktops, and servers.

Responsibilities

Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
Document, maintain, upgrade, or replace hardware and software systems.
Provide consistent, high-quality end-user support services to FMOLHS employees.
Troubleshoot and resolve end-user issues by guiding users through corrective steps.
Document, log, escalate, and follow up on issues with end users and sites.
Coordinate with other IS areas as needed to resolve problems.
Image, configure, and deploy hardware, software, and peripherals for use on the corporate network.
Assist in developing and comply with standards for documentation, end-user instructions, computer deployment, ticket logging, and monitoring.
Use the computerized support tracking system to track user-support statistics for SLA adherence and staffing planning.
Research hardware and software developments and stay informed about computer-related procedures and methods.
Prepare, review, and contribute to the online support knowledgebase for FMOLHS applications and systems.
Participate in ongoing training and development as directed by management.
Develop and implement data-driven performance improvement methodologies.
Maintain accurate records for evaluating organizational performance.
Identify opportunities to improve current services and consult management about issues and problems.
Ensure the security, integrity, and privacy of FMOLHS data in accordance with FMOLHS policies and procedures.
Use IS project management methodology and best practices to improve efficiency, effectiveness, and outcomes.