End User Computing Incident Analyst II

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## Essential Functions

• Under administrative direction, serves as an End User Computing
  
  

Incident Analyst II for the Department of Innovation & Technology

(DoIT), providing difficult and specialized professional-level

end-user computing troubleshooting and support services for end

users related to hardware, software, and peripherals on Microsoft

Windows desktop/laptop systems, Apple devices and MAC operating

systems.

• Serves as a lead analyst on incidents, including but not limited to,
  
  

trending incident problems and complex Incidents not resolved by

multiple teams, including coordinating procedures and actions taken

to respond to and resolve end user incidents.

• Utilizes complex software distribution application development for
  
  

Microsoft Windows and MAC using automated software development tools

such as Microsoft Installer (MSI) scripts, Microsoft Deployment

Toolkit (MDT), Microsoft Operating System Deployment (OSD),

Microsoft Systems Center Configuration Manager (SCCM) and JAMF.

• Prepares documentation and performs extensive maintenance of
  
  

desktop/laptop Microsoft Operating Systems, including comparing

established agency standards documentation and agency service level

agreements to ensure configurations comply with agency security

considerations, performance requirements, and established standards.

• Keeps abreast of new developments in the information technology
  
  

field by continuing education through online training platforms,

meetings, training sessions, seminars, and conferences to increase

familiarity with and remain current on products, vendors,

techniques, and procedures.

• Performs other duties as required which are reasonably within the
  
  

scope of the duties and responsibilities enumerated above.

## Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to
  
  

four (4) years of college with course work in computer science or

directly related fields.

• Requires three (3) years of professional experience in Client
  
  

Services, end user support, or a related IT field.