FT IT Support Analyst II

Johnston Community College•Main Campus - Smithfield, NC

6d•Onsite

About The Position

Provides second-level computer-user support, with the flexibility to work at other levels of the technology support model as needed, including collaboration with level III Analysts. This role involves troubleshooting, repairing, and maintaining user computer systems, associated software, and peripherals like printers. Work assignments typically originate from the Consolidated Help Desk. The position is responsible for implementing, monitoring, analyzing, troubleshooting, and repairing issues related to client services and hardware, ensuring services are reliable and repaired within college guidelines. Other work requests may come in as projects from committees and facility expansion/update efforts, requiring temporary or permanent alterations to infrastructure designs to accommodate growth or changes. The work week is Monday through Friday, with periodic travel required. Infrequent night and/or weekend work may also be necessary.

Requirements

Associate’s Degree in Computer Science or related Information Technology degree OR one year of college in a Computer Science program or a closely related field and a combination of IT-related certification and experience that would make it equivalent to a two-year degree.
One (1) year of college in a Computer Science program or a closely related field AND six (6) months of hands-on computer/network troubleshooting experience.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
Aptitude for hardware repair, software installation and debugging.
Proficient in Word and Excel.
Valid NC Driver’s License.

Responsibilities

Provide courteous and professional service.
Perform and document required daily system checks.
Respond to user inquiries and requests for assistance with computer systems and associated software within departmental guidelines.
Repair or have repaired computers and associated equipment in accordance with departmental guidelines.
Install, troubleshoot, analyze, and resolve issues with software through remote assistance or locally, when necessary.
Deploy and maintain a working image of each computer lab.
Relocate computers based on help desk requests and equipment move forms.
Maintain assigned server resources in up-to-date status.
Maintain a clean and safe work area.
Replace tools and other service support equipment after use.
Ensure maintenance van and golf carts are maintained and properly stored.
Provides assistance and training for employees utilizing end user devices and software.
Document arrival and disbursement of new and repaired computers, laptops, tablets, and other technological devices.
Maintains continuity binders.
Enters solutions into Help Desk database.
Performs quality assurance testing for processes, procedures, and equipment.
Researches capability to implement and impact of new technology on the current technological environment.
Performs all other duties as assigned.