Daughters of Charity Ministries (DCM) is seeking a full time onsite Technical Support Analyst II who is customer service focused and is eager to collaborate with the IT Team on developing and redesigning the IT services of DCM. This position will have the opportunity to be involved with all aspects of the department including, troubleshooting, networking, a/v, security, servers, cloud databases, budgeting and more. The TSA II will support a small office of 40 staff in the Central West End of St. Louis, MO and will be required to occasionally travel to onsite locations throughout the St. Louis Metro area. This position reports to the Senior Director, Information Technology.

ESSENTIAL FUNCTIONS:

1. Provide professional PC support.
2. Manage requests and incident tickets per service level agreement standards.
3. Install / Move / Add / Change for computers, applications, low voltage cabling, networking installs, AD user administration, IT peripherals, and printers.
4. Support miscellaneous personal devices such as smartphones, iPad, and tablets.
5. Maintain audiovisual equipment for conference rooms and perform routine maintenance.
6. Perform problem resolution and maintain defined IT standards.
7. Interact with customers using a high degree of patience and problem management techniques to solve problems.
8. Research, resolve, and respond to customer needs received via phone call, email, user walk-up, and through the ticket systems.
9. Escalate problems to appropriate individuals based on established guidelines and procedures.
10. Connect networkable devices to wired and wireless networks and troubleshoot basic networking problems.
11. Test and ensure applications are correctly installed and configured on the computer.
12. Assist with budgetary requirements based on campus needs.
13. Contact, and coordinate with various vendors for support and escalations.
14. Document processes and procedures and create basic user instructions and training materials
15. Other duties as assigned.

OTHER ACCOUNTABILITIES:

1. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
2. Frequent status communications and follow-through during the issue resolution process.
3. Administration duties as assigned, including asset management inventory and tracking.
4. Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
5. Ability to recommend system modifications to reduce user problems.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Mobile device management iOS/Android
2. Microsoft Edge, Google Chrome
3. Telecommunications: PBX. Voice mail, VoIP, and peripheral devices
4. Experience configuring and testing Desktop systems with limited supervision.
5. Thorough understanding of Desktop and Laptop hardware
6. General knowledge of all Microsoft Operating systems: Windows 10 required, Active directory. Microsoft Office 365 required, and Professional Suite.
7. Network: Ethernet, TCP/IP, IP
8. Ability to diagnose and resolve complex technical problems.
9. Ability to grasp technical details of new technologies and the application thereof.
10. The person must have well-developed interpersonal, organizational, and problem-solving skills and be a team player with a desire to provide a high level of customer service.
11. Excellent communication skills including: Composure and confidence in an executive customer support role. Seeks prompt feedback to ensure accurate communication. Active listening to input from client/user/staff/peer. Expresses ideas effectively to various organizational levels. Communicates in a solution-oriented fashion.
12. A positive attitude is a must.

EDUCATION and EXPERIENCE

The position requires at least a high school diploma or GED. A Microsoft Certification, ITIL, CITO, CISA, or equivalent experience required. The candidate must have a minimum of five years of experience in the Support IT field. An Associate Degree of higher in computer/information sciences, Management Information System or related fields is preferred.

Daughters of Charity Ministries, Inc. may obtain "consumer reports" about you from a consumer reporting agency for employment purposes. A "consumer" report is a background screening report that may contain information regarding your criminal history, sex offender registry status, credit history, employment history, education verification, driving history, professional licenses, and other information about you. It may bear upon your character, general reputation, personal characteristics, and/or mode of living.