IT End User Support Analyst I
Job Track Description:
- Requires formal education and relevant expertise in a professional, sales, or technical area.
- Performs technical-based activities.
- Contributes to and manages projects.
- Uses deductive reasoning to solve problems and make recommendations.
- Interfaces with and influences key stakeholders.
- Leverages previous knowledge and expertise to achieve results.
- Ability to complete work self-guided.
- College or university degree required or equivalent work experience, providing exposure to fundamental theories and concepts.
General Profile
- Performs routine assignments.
- Develops skills by performing structured work assignments.
- Uses existing procedures to solve routine or standard problems.
- Receives instruction, guidance, and direction from others.
Functional Knowledge
- Requires a conceptual understanding of theories, practices, and procedures.
Business Expertise
- Applies general knowledge of business developed through education or previous experience.
Impact
- Has a limited impact on own work team.
- Follows standardized procedures and practices to achieve objectives and meet deadlines.
Leadership
- No supervisory responsibilities.
- Responsible for developing technical contributions.
Problem Solving
- Uses existing procedures to solve standard problems.
- Examines information and standard practices to make judgments.
Interpersonal Skills
- Exchanges information and ideas effectively.
- Ask questions and checks for understanding.
Responsibility Statements
- Provides onsite end-user support.
- Installs applications.
- Manages hardware/software installations and troubleshooting.
- Provides onsite smart hand support to other technical towers as needed.
- Installs and Configures new hardware.
- Manages site-level inventory.
- Manages ticket queue for local support requests.
- Escalates systems outages or problems that are impacting production.
- Leads local onsite desktop support members.
- Validates that tickets are being assigned and worked in appropriate timeframes.
- Performs other duties as assigned.
- Complies with all policies and standards.