Information Technology Support Analyst

IT HELP DESK TECHNICIAN

Full on site (5 day/wk)

Harrisburg, PA

Contract/Contract-to-hire

The Information Technology (IT) Technical Support series describes work in the support of technical issues related to the use of our clients IT devices, systems, and services.This is entry-level technical work in the provision of routine technical assistance to users of commonwealth IT devices, systems, and services; and in the installation, operation, and maintenance of IT hardware, software, and peripheral devices.

An employee in this job provides routine workstation and user support services based on established standards and guidelines. Work involves receiving calls for assistance; documenting problems; and diagnosing, troubleshooting, and resolving routine hardware and software problems. Work includes setting up and installing personal computers (PCs) and associated peripheral hardware such as printers, scanners, and desktop hardware components; and installing and configuring operating systems, applications, and other software on PCs and peripheral hardware. Work is performed independently and reviewed for adherence to operating procedures and overall customer satisfaction.

Responsibilities:

• Work is differentiated from the lower-level job based on the responsibility for independently diagnosing, troubleshooting, and resolving routine user support issues with hardware, software, peripheral devices, and connectivity; and independently setting up workstation equipment with standard configurations.
• Troubleshoots a wide range of routine user issues with hardware, software, peripheral devices, security, and connectivity according to established guidelines.
• Seeks general information on non-routine and unique user issues, logs tickets, and refers the individual to the appropriate IT support team or higher level Technician for follow-up and resolution.
• Configures various models of desktops, laptops, and other devices for employee workstations based on standard procedures and processes.
• Installs standard configurations and updates to operating systems, software tools, and printers on the network or users' desktops, laptops, and devices; and updates the licensing repository as needed.
• Sets or disables appropriate access controls and authorities based on established guidelines.
• Configures user permissions, email accounts and settings, identifications, and wireless profiles based on storage parameters and guidelines.
• Prioritizes help desk tickets based on business need, urgency, and user.
• Troubleshoots and establishes secure external connections to the network or desktops using secure remote access technology.
• Performs preliminary assessment of hardware, peripheral devices, software, access, and asset management needs in preparation for new users, user relocations, or new asset deployments; and confirms inventory with higher level Technician or Supervisor.
• Maintains inventory according to standard guidelines for allocating and receiving IT assets; and tracks data within asset management systems.
• Administers security groups and modifies user and group accounts in active directories.
• Performs related work as required.

Required Skills:

• Knowledge of the component parts of a personal computer.
• Knowledge of peripheral hardware devices such as printers, modems, and scanners, and their associated functionality.
• Knowledge of PC and peripheral hardware installation and configuration processes.
• Knowledge of PC software installation and configuration processes.
• Knowledge of computer operating systems.
• Knowledge of the use and functionality of Microsoft Office Suite software.
• Ability to read and interpret IT manuals, procedures, and specifications.
• Ability to communicate effectively orally.
• Ability to communicate effectively in writing.
• Ability to establish and maintain effective working relationships.
• MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)
• Completion of the IT Help Desk Apprentice program (commonwealth title).