Support Analyst

County Of Albemarle • Charlottesville, VA

9d • $30 - $33 • Onsite

About The Position

ASSISTS CUSTOMERS IN RESOLVING TECHNOLOGY ISSUES IN A TIMELY AND PROFESSIONAL MANNER. SERVICES INCLUDING BUT NOT LIMITED TO HELP DESK, COMPUTER HARDWARE, AND SOFTWARE AND INSTALLATION, TELECOMMUNICATION EQUIPMENT, PROBLEM RESOLUTION, AND USER TRAINING.

Requirements

• Ability to work well with people and as part of a cross-functional team.
• Requires excellent interpersonal communication skills, especially the ability to communicate technical ideas clearly and translate user requests, and an ability to communicate effectively to a diverse audience.
• Strong Maintaining a strong customer-service orientation.
• Skill in troubleshooting a variety of complex computer hardware and software issues.
• Operating effectively and graciously in stressful situations.
• Possesses knowledge of Technology infrastructure, computer hardware, wired and wireless networking technologies, and software management and deployment solutions.
• Significant experience supporting or managing computer hardware and peripherals.
• Skill in deploying and maintaining computer hardware and software systems, including patch management.
• Proficiency in Microsoft Windows and Applications.
• Two or more years of experience in a similar hardware and software environment.
• Computer and LAN hardware and software knowledge is required.

Nice To Haves

• Baccalaureate degree from an accredited four-year college/university in computer science, information systems management, business management, or a related field.
• Community college degree in Computer Science or Business.
• Additional experience may be substituted for education.
• Certifications such as HDI, A+, Network+, MCP, MCSA, MCSE, ITIL, PMP, PBA, ECBA, CCBA, CBAP.

Responsibilities

• Acts as liaison between vendors and departments, staff liaisons; Assists Information Technology and users by responding to questions and problems on applications, software, and hardware as required
• Creates and maintains graphical charts for explanation of projects and progress reporting
• Provides status reports to supervisor and management
• Participates in Department's teamwork concept
• Meets Departmental and organizational deadlines
• Ensures prompt and accurate status and feedback of questions and problems to customers and management
• Composes and maintains support documentation
• Troubleshoots and resolves various issues
• Conducts training for customers and users
• Receives, documents and responds with appropriate assistance to all calls to the department for questions and problems from end users about applications, hardware, and software (whether computer, LAN, WAN, networks or telecommunications)
• Installs computer hardware and software and related electronic equipment according to departmental needs
• Makes suggestions concerning department's standards which would facilitate improved operations
• Evaluates new and current computer hardware and software solutions
• Responsible for one or more department hardware setup/break fix
• Performs various other activities as required

Benefits

• excellent benefits including 12 paid holidays, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, VRS retirement, and continuing education/training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree