Technical Support Analyst I or II
About The Position
This position provides front-line support to all PERA employees. Asking appropriate, probing questions to assess the situation. Utilizing knowledge and resource documents to diagnose and resolve issues quickly. Help desk hours are from 6:00 AM to 5:30 PM. Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodations. Serves as the initial point of contact for all End User Computing (EUC) related concerns for employees Verifies all computer systems and network connectivity are functioning normally before the start of each business day Works with Application Administrators on errors Responsible for all setup and breakdown of workstations Performs and monitors IT Automated processes Participates in creating documentation for existing systems and programs Carries out other duties as assigned
Requirements
- Excellent problem solving skills
- Time management skills and the ability to establish and meet deadlines for resolution
- Comfortable working in and assisting others through Service Management software such as ServiceNow
- Professional written and interpersonal skills when communicating with employees
Nice To Haves
- Achievement of or currently working toward a degree or certification in a technical (STEM) field preferred
- Knowledge of operating systems, office software, enterprise software, and server systems
- Basic familiarity with networking systems and protocols
- Strong knowledge of operating systems, office software, enterprise software, and server systems
- Familiarity with networking systems and protocols
Responsibilities
- Serves as the initial point of contact for all End User Computing (EUC) related concerns for employees
- Verifies all computer systems and network connectivity are functioning normally before the start of each business day
- Works with Application Administrators on errors
- Responsible for all setup and breakdown of workstations
- Performs and monitors IT Automated processes
- Participates in creating documentation for existing systems and programs
- Carries out other duties as assigned
Benefits
- health, dental and vision coverage - eligibility starts the first day of the month following the date of hire for most plans
- generous paid time off and volunteer hours
- pension and retirement plans, including PERA’s defined benefit plan, 457 defined contribution plan, and 401(k) employer match, as applicable
- tuition assistance
- free, convenient on-site parking or RTD subsidy
- free on-site fitness center to stay active
- employee assistance program
- training, leadership and mentoring programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
