What are the responsibilities and job description for the IT Support Analyst I (Information Technology Support Analyst) position at Matanuska-Susitna Borough?
Position
Summary
Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.
Essential
Functions
Assist
clients,
telephonically
and
electronically,
with
their
cloud
and
on-premises technology systems
Understand, identify,
triage
and
troubleshoot
client
environments utilizing Remote Access/Remote Desktop programs
Elevate
client
issues
as
appropriate
to
Other
departments
within
organization
Participate
in
call
center
functions including client meetings, team meetings, and training exercises
Understand information technology systems including physical hardware and software applications
Remain
current
on
relevant
certifications
Non-Essential
Functions
Continual
learning
and
improvement
Provide
help-desk
support
for
employees
Practice time management
Other
duties
as
assigned
Knowledge,
Skill
and
Ability
Requirements
Basic
knowledge
of
Microsoft
Windows
computing
environments,
Mobile
Device Management, Azure AD, and Microsoft 365
Basic knowledge of computer system and network functions<
Summary
Under the general direction of the Client Services Manager, this position provides a variety of support to clients and stakeholders by responding to their technical requests, troubleshooting their technology-related issues, elevating issues when necessary, and providing exemplar customer service.
Essential
Functions
Assist
clients,
telephonically
and
electronically,
with
their
cloud
and
on-premises technology systems
Understand, identify,
triage
and
troubleshoot
client
environments utilizing Remote Access/Remote Desktop programs
Elevate
client
issues
as
appropriate
to
Other
departments
within
organization
Participate
in
call
center
functions including client meetings, team meetings, and training exercises
Understand information technology systems including physical hardware and software applications
Remain
current
on
relevant
certifications
Non-Essential
Functions
Continual
learning
and
improvement
Provide
help-desk
support
for
employees
Practice time management
Other
duties
as
assigned
Knowledge,
Skill
and
Ability
Requirements
Basic
knowledge
of
Microsoft
Windows
computing
environments,
Mobile
Device Management, Azure AD, and Microsoft 365
Basic knowledge of computer system and network functions<