Description

In order to ensure the health and safety of all employees, Pinnacle recommends that employees be fully vaccinated against COVID-19.

SUMMARY

The information technology analyst (IT analyst) performs duties across multiple roles (both support technician and programming/development) in support of the achievement of business goals and requirements. Assists in supporting Pinnacles enterprise information technology systems to ensure timely problem resolution and minimize service interruptions. Provides technical support and training to staff using Pinnacles computer equipment and applications; installs, tests, and resolves problems with computer hardware and software; develops, codes tests, documents, modifies and maintains computer programs and applications, as well as, database structure and data access routines. Maintains and enhances intranet and internet websites. Interfaces with employees to resolve problem situations in a professional manner.

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to accomplish each essential function satisfactorily.

• Establish and maintain regular in-person communications with the IT manager regarding pertinent activities.
• Contribute to departmental productivity and development objectives by participating in training programs.
• Track annual research, development, professional, billable time and other time to meet planned goals.
• Provide group training and presentations for IT tools, software and procedures as directed.
• Responsible for ensuring that best practice is adhered to within their area, identifying deficiencies in procedures or systems, correcting as appropriate and referring to the IT manager where necessary.
• Support quality control standards and implement improvements as needed.

IT Support Technician Role

• Provide support on hardware/software issues, perform repairs for notebook and desktop computers, both in person and remotely. Install, assemble and configure computers, monitors and peripherals such as printers, scanners, and related hardware. Perform software updates, patches and routine maintenance.
• Troubleshoot problems with computer systems, including troubleshooting hardware and software, email, network, and peripheral equipment problems; make repairs and corrections where required.
• Website maintenance as required/directed. Communicate with external vendors and researching solutions to sustain operations.
• Assist with the support of an enterprise information system by performing technical tasks on system infrastructure (such as server hardware, server software and applications, network equipment, etc.) as directed by the IT manager.
• Follow up with employees to ensure timely resolution of work requests.
• Participate in 24x365 IT support, providing technical support both in person and remotely.
• Perform account administration, password changes and group changes.
• Assist with new employee orientation to IT department and IT tools.
• Provide setup and support needs for webinars and conference calls and any collaboration or meetings that require technology.
• Assist with information backup, archival, recovery, and verification/testing processes and procedures for all information systems data.
• Conduct research on emerging computer hardware, software and standards in support of development efforts in coordination with IT Manager.

Programmer/Developer Role

• Assist in the definition, development and documentation of software and application objectives, functions, features, specifications, input/output requirements and deliverables on a project-by-project basis under the direction of IT Manager and in collaboration with IT personnel and project managers.
• Design, write, maintain and optimize code for software programs and applications according to specifications for both internal use and external/client use.
• Design, write, maintain and optimize programs and applications for Internet platforms as directed.
• Design, write, maintain and optimize data and database structure, access and procedure calls according to program needs and specifications.
• Design, write, maintain and optimize SQL, T-SQL, and SAS code and programs to access, report and manipulate data.
• Write and maintain documentation to describe program development, coding, testing, changes and corrections for internal departmental use. Develop and maintain manuals and guidelines for programs.
• Train employees to operate new or modified programs.
• Monitor performance of new and existing programs for the purposes of correcting errors, isolating areas for improvement and general debugging.
• Conduct research on emerging application development software products, languages and standards in support of development efforts in coordination with IT manager.

COMPETENCIES

• Ability to:
  • conduct research into software-related and programming-related issues and products and provide recommendations as needed
  • prioritize workload, meet critical time deadlines and function with minimal supervision
  • communicate effectively to exchange or convey information with all levels of staff and management
• Knowledge and experience with major programming languages including Visual Basic, VB.NET, VBScript, VBA for Office products, ASP, ASP.NET, SQL, T-SQL and SAS
• Knowledge and experience supporting Microsoft Windows desktop operating systems and Microsoft Office products
• Knowledge and experience in relational database management systems and other database products including Microsoft SQL Server, Access, and SAS
• Excellent understanding of computer programming coding methods and best practices
• Excellent analytical and mathematical skills

EDUCATION AND/OR EXPERIENCE

• Bachelor of Arts or Bachelor of Science degree from an accredited college or university; a degree in computer science or information systems preferred
• Minimum two years of practical business programming experience
• Minimum two years of practical business IT technical support experience

CERTIFICATES, LICENSES, REGISTRATIONS

One or more basic technology certificates desirable (MCP, MCSA, A , Network , Security , CCNA) and one or more basic programming and development certificates desirable (MCAD, MCSD, SAS)

Qualifications

BENEFITS INCLUDE

• Paid vacation, sick and holiday time
• Exceptional medical, dental and vision insurance
• 401k
• Disability insurance
• Wellness benefits