IT Support Analyst I

Peoria Park District • Peoria, IL

4d • $22 - $25

About The Position

Under the supervision of the Information Security Supervisor, the IT Support Analyst I is responsible for: Under the supervision of the Information Security Supervisor, the IT Support Analyst I is responsible for: Receiving and documenting incoming IT support requests. Escalating issues to next-tier support in a timely manner when first-level resolution is not possible. Escalating issues to manufacturer support in a timely manner if next-tier support is not available. Troubleshooting basic end-user issues with software applications and hardware devices, and providing basic application support. Recording all information associated with incidents, problems, and/or requests in an accurate and timely manner for internal billing purposes. Adhering to ongoing technology and business continuity plans for the District, including hardware/software rotation (hand-down) schedule. Maintaining a working knowledge of District computer software and applications. Researching and coordinating with end-users for installation of software, hardware, and communication equipment associated with system expansion and operations in coordination with the Information Supervisor. Providing technical support to staff and troubleshooting problems that arise in operations of District systems – hardware, wireless, and software. This support includes being on call 24/7 as an IT support analyst via cell phone, as occasional early morning, evening, and weekend hours, and being on call is required as needed. On-call to respond to various server room monitors for heat, humidity, water, etc. Working cooperatively with District consultants and/or vendors. Maintaining security and integrity of all computers and telecommunications, including passwords/passcodes, District e-mail, internet, and intranet in compliance with the District’s established Information Security Management System. Recording and tracking time dedicated to projects/department chargebacks for other departments accurately – including installations of hardware and software at all locations. Ordering parts and repairs as required maintaining systems. Communicating daily or more frequently if needed with the Information Security Supervisor in relation to requests made to the department. Occasionally, the option to work from a location other than the office may be available for certain roles. This offers the flexibility to balance work and personal commitments, while still meeting project expectations and deadlines. Following all safety procedures that pertain to the duties performed. Support all aspects of the Park District’s safety program Plans, tests, and delivers Windows updates and third-party software updates using the District’s RMM software. Performing all other duties assigned.

Requirements

• High school diploma or equivalate
• Experience in Windows and Mac operating systems including word processing, email, and excel/spreadsheet formatting.
• Must have the ability to obtain CompTIA A+ Certification, CompTIA Network+, CompTIA Security.
• Knowledge of information technology structured cabling systems, both low voltage and fiber cabling systems as well as wireless infrastructure systems
• Computer hardware, including workstations, laptops, printers, scanners, wired and wireless networking, voice over IP, etc.
• Practical knowledge of multiple operating systems, such as Windows, Linux, Mac OS, Android, iOS, etc.
• Relating terminology, practices, and techniques of computer systems, including hardware, software, etc., to end user.
• Office software, including but not limited to Word, Excel, Access, and Desktop Publishing Software.
• Operations of office equipment, including, but not limited to PC, telephone, copier, fax machine, and smartphones/tablet devices, projectors, and audio equipment.
• Maintain positive, harmonious, and effective working relationships with other supervisors and fellow employees, patrons, community groups, and other units of local government.
• Also, work in a team atmosphere, promoting positive work relationships; to be professional, respectful, accountable, innovative, to follow safety procedures, and be equitable to both internal and external customers.
• Communicate effectively with fellow staff and the public both orally and in writing and to read and understand printed materials.
• Ability to relay technical information to non-technical staff and communicate effectively with manager/supervisor.
• Maintain self-control and composure in difficult situations.
• Be attentive to detail.
• Have an excellent work ethic and be able to work unsupervised at times.
• Have good time management
• Use efficient and effective research methods.
• Have strong problem solving and analytical thinking skills.
• Troubleshoot proactively, problem solve, and make sound judgments with respect to confidentiality and legislative/regulatory compliance.
• Maintain strict confidentiality regarding the information and data on electronic files.
• Be flexible and able to adapt to quickly changing priorities.
• Be flexible with hours to cover required work.
• Requires valid Illinois State Driver’s License
• Ability to be professional, respectful, accountable, innovative, to follow safety procedures and be equitable to both internal and external customers.

Nice To Haves

• An Associates of Science Degree in Computer Science, Technology, or Information Systems from an accredited college or technical school. degree is preferred.
• Ability to obtain and maintain an aerial lift training certification is perferred.

Responsibilities

• Receiving and documenting incoming IT support requests.
• Escalating issues to next-tier support in a timely manner when first-level resolution is not possible.
• Escalating issues to manufacturer support in a timely manner if next-tier support is not available.
• Troubleshooting basic end-user issues with software applications and hardware devices, and providing basic application support.
• Recording all information associated with incidents, problems, and/or requests in an accurate and timely manner for internal billing purposes.
• Adhering to ongoing technology and business continuity plans for the District, including hardware/software rotation (hand-down) schedule.
• Maintaining a working knowledge of District computer software and applications.
• Researching and coordinating with end-users for installation of software, hardware, and communication equipment associated with system expansion and operations in coordination with the Information Supervisor.
• Providing technical support to staff and troubleshooting problems that arise in operations of District systems – hardware, wireless, and software.
• This support includes being on call 24/7 as an IT support analyst via cell phone, as occasional early morning, evening, and weekend hours, and being on call is required as needed.
• On-call to respond to various server room monitors for heat, humidity, water, etc.
• Working cooperatively with District consultants and/or vendors.
• Maintaining security and integrity of all computers and telecommunications, including passwords/passcodes, District e-mail, internet, and intranet in compliance with the District’s established Information Security Management System.
• Recording and tracking time dedicated to projects/department chargebacks for other departments accurately – including installations of hardware and software at all locations.
• Ordering parts and repairs as required maintaining systems.
• Communicating daily or more frequently if needed with the Information Security Supervisor in relation to requests made to the department.
• Following all safety procedures that pertain to the duties performed.
• Support all aspects of the Park District’s safety program
• Plans, tests, and delivers Windows updates and third-party software updates using the District’s RMM software.
• Performing all other duties assigned.

Benefits

• Paid sick days, vacation days, and holidays.
• Longevity bonus program and wellness program.
• Pension and retirement programs and Social Security participating.
• Exceptional health plan.
• Paid Life Insurance.
• Disability Insurance.
• Full-time employees and dependents enjoy discounted recreation classes and free admission to select Park District facilities.

What This Job Offers

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