Technical Support Analyst II

Summary

Installs, modifies and makes repairs to computer hardware and software systems and provides second level technical assistance to system users.

Essential Duties and Responsibilities include the following; however, other duties may be assigned. To perform in this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintains and deploys computer images and application packages.
• Configures, deploys, and maintains virtual desktop computers.
• Manages inventory control of IT equipment and supplies.
• Upgrades computer hardware and software components.
• Configures and installs project site/office IT equipment.
• Remains abreast of changes in user and system software and hardware requirements.
• Provides second level end-user support.
• Configures, and deploys corporate mobile devices.
• Administers corporate mobile phones services.
• Troubleshoots minor network issues.
• Consults with outside service provider when problems cannot be resolved internally.

Management Responsibilities

None.

Additional Duties and Responsibilities

• Supports and adheres to the matrix organization format.
• Models and reinforces safety as a top priority of the organization. Always wears a hard hat and other appropriate personal protective equipment in the field.
• Practices the AQM philosophy of continuous improvement.
• Meets schedules and deadlines, adheres to policies and procedures and maintains a good attendance/tardiness record.
• Ensures client satisfaction, both internally and externally, through positive, pleasant, professional and efficient handling of issues.
• Exercises good interpersonal skills by gladly assisting others to accomplish work of the organization, even if it is outside the scope of regular duties.
• Performs other duties as assigned by the Supervisor.

Education, Experience, and Skills

Two-year degree/certificate from a college or technical school; and three years related experience and/or training; or equivalent combination of education and experience.

Technical and Mental Skills

• Reads, analyzes and interprets documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Writes routine reports and correspondence.
• Speaks effectively before groups of customers or employees of organization.
• Defines problems, collects data, establishes facts and draws valid conclusions.
• Calculates figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.
• Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
• Organizes and manages time, duties and activities efficiently.

Certificates, Licenses, Registrations

None required.

Physical Demands are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee is regularly required to sit and stand; walk; use hands to finger, handle or feel; reach with hands and arms; and hear and speak. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment

The office provides a safe and healthy work environment, is adequately heated and cooled, is free from exposure and extreme conditions, has appropriate lighting and office furnishings, and is smoke-free and drug-free.

While performing the duties of this position, the employee is normally exposed to a standard office environment. While performing the duties of this position in the fabrication shop, warehouse, maintenance shop or at a project site, the employee could be regularly exposed to any number of the following, including, but not limited to: moving mechanical parts; moving machinery; close tight quarters; rough and sloped terrain; fumes or airborne particles; drilling and blasting activities; welding activities; toxic or caustic chemicals; the potential of falling rock; and outside weather conditions. The employee may be occasionally exposed to risk of electrical shock and vibration. The noise level in this work environment is generally loud.