IS PC Technician 1 UC

FMOLHS • Baton Rouge, LA

1d

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 includes 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.

Requirements

• At least 2 years of experience in database applications or PC hardware and software; an associate's degree in IT counts as 1 year of experience.
• High school graduate or equivalent.
• Experience supporting MS Office, web-based applications, and remote users.
• Experience identifying and resolving hardware issues for laptops, desktops, and servers.

Responsibilities

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and peripherals; documents, maintains, upgrades, or replaces hardware and software systems.
• Provides consistent end-user support for FMOLHS employees by troubleshooting issues, guiding users through corrective steps, documenting and tracking issues, escalating and following up, and coordinating with other IS areas as needed.
• Images, configures, and deploys hardware, software, and peripherals for use on the corporate network.
• Assists in developing and complies with standards for documentation, end-user instructions, computer deployment, ticket logging, and monitoring.
• Uses a computerized support tracking system to track user support statistics, measure adherence to service-level agreements, and support staffing planning.
• Researches hardware and software developments and stays current with computer-related procedures and methods.
• Prepares, reviews, and contributes to the online support knowledgebase for FMOLHS applications and systems; participates in ongoing training and development as directed by management.
• Develops and implements data-driven performance improvement methodologies, maintains records for evaluating organizational performance, identifies service improvements, and consults with management on issues and problems.
• Ensures the security, integrity, and privacy of FMOLHS data in accordance with FMOLHS policies and procedures.
• Uses IS project management methodology and best practices to improve individual and organizational efficiency, effectiveness, and outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED