Systems Support Analyst
About The Position
St. Louis County Government's Department of Information Technology seeks to hire two IT Systems Support Analysts. These System Support Analysts serve as the initial point of contact for all technical support inquiries. This role is responsible for providing prompt, courteous, and effective assistance to users experiencing hardware, software, or network issues. The System Support Analyst will troubleshoot basic problems, resolve routine issues, and escalate more complex problems to higher-tier support as needed. The typical starting salary range is $25.79 - $32.24 hourly depending on the candidate's qualifications and experience as well as budgetary considerations. Additionally, we offer a competitive benefits package and a generous Paid Time Off (PTO) policy. To learn more about these and other County benefits, please visit: Competitive Benefits - St. Louis County Website. St. Louis County Government is a qualified agency for the Public Service Loan Forgiveness program managed by the Federal Government. For more information regarding this program, please visit https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.
Requirements
- Equivalent to an Associate's degree in Information Technology, Computer Science, or a related field.
- Basic knowledge of Windows OS, Microsoft 365, Active Directory, and standard office applications.
- Familiarity with help desk ticketing systems and remote support tools.
- Familiarity with ITIL framework and service management best practices.
- Strong interpersonal, verbal, and written communication skills.
- Ability to troubleshoot and resolve common technical problems efficiently.
- Experience supporting end-users in a business or enterprise environment.
Nice To Haves
- Technical certifications such as CompTIA A+, Microsoft MCP, or similar are a plus.
Responsibilities
- Respond to and log all incoming support requests via phone, email, or ticketing system according to SLA.
- Provide first-level technical support for desktops, laptops, mobile devices, printers, and applications.
- Perform routine tasks such as password resets, account lockouts and software installations.
- Diagnose and resolve basic network and connectivity issues.
- Maintain accurate records of issues and solutions in the help desk system.
- Follow documented procedures and contribute to internal documentation and knowledge base.
- Escalate unresolved or complex issues to Tier 2 IT staff in a timely manner.
- Support onboarding and offboarding processes, including MFA setup and user account provisioning.
- Assist with inventory tracking and hardware/software asset management.
- Maintain high levels of customer service and ensure timely follow-up and communication with end-users.
- Perform other duties as required or assigned.
Benefits
- Competitive benefits package
- Generous Paid Time Off (PTO) policy
- Public Service Loan Forgiveness program eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
