IT Technical Support Analyst

DePelchin Children’s Center•Houston, TX

2d•Onsite

About The Position

The IT Technical Support Analyst will provide network infrastructure support functions and provide level-2 and level-3 technical support to respond to end user needs at all locations including but not limited to servers, computers, printers, mobile phones, telephones, and voice mail.

Requirements

Two plus years of college or technical school training related to Information Technology/Information Systems. High School Diploma required. (Formal education may be substituted with relevant years of experience related to job functions and/or IT Certifications.)
Three (3) years’ experience providing Microsoft Windows network and Windows 10 support.
Three (3) years providing end user support, installation and repair of hardware and software. Preferably experience as help desk support level 2 or 3, including remote support.
One (1) year experience with Active Directory domains.
Two (2) years’ experience installing and supporting Windows Server 2012/2016 and Windows 10 workstations.
Two (2) years’ experience with Windows based software, Microsoft Office 365 and Zoom.
Two (2) years’ experience working with LAN/WAN communications devices including routers, switches, wireless access points, firewalls and telephone services. Preferably Meraki.
Advanced computer software and hardware knowledge and skills.
Ability to troubleshoot a variety of computer problems.
Ability to Interact with staff with a service orientation.
Ability to stay organized while executing multiple projects.
Ability to maintain professional, confidential work environment.
Must have reliable personal transportation, valid Texas Driver License, current Auto Insurance.

Responsibilities

Provide level-2 and level-3 support functions related to hardware, telephones, and all Agency-approved software.
Provide individual end user support and installation/upgrades of hardware and software for all Agency computers.
Provide server, backup and network support for LAN, WAN and AD-server environments as well as Internet and Intranet functions for all locations.
Provide desktop/mobile telephone and communication systems problem solving and support, including setup and upgrades of devices for all locations.
Function as a liaison between the Agency vendor(s) to resolve all systems and communications problems internally and externally.
Make recommendations of purchases for hardware, software, and equipment necessary to maintain adequate system availability and inventory.
Maintain the skill level necessary to grow with the needs of the organization related to hardware, software, and other technology trends.
Manage timely completion and communication of all assigned help desk tickets to end users, fellow IT staff and supervisor including proper documentation of work completed with issue resolution.
Report known or discovered theft, abuse, or misuse of any agency technology resources to Director of Information Technology and Business Processes.
Propose and assist in implementation of proactive solutions to problems to streamline efficiencies or meet end user needs.
Respond to requests for technical assistance in person, via phone and electronically.
Administer help desk software, redirect problems to correct resource, identify and escalate situations requiring urgent attention and track/document requests and resolutions
Provide installation and upgrades of hardware and software for servers and workstations.
Serve as liaison between organization and vendor(s) as needed to resolve all systems and communications problems internally and externally.
Assist in the planning, design, installation, and maintenance of the network infrastructure.
Continue to improve skills necessary to grow with changes in technology.
Provide daily management of equipment inventory responsible to the IT Department.