PA - Tier 2 IT Support Analyst - 804660 (Onsite)

Main tasks will be familiarizing with CI Inbox/Support; participate in trips for CI projects; organizing network swaps for CI; working on standalone Win 10 general upgrades; working to implement Opti-Text for the garment shops.

Position Purpose: 

This position serves as an Information Technology (IT) and Field Services Section Support Analyst responsible for 2nd level support in troubleshooting and resolving hardware and software issues for Correctional Industries (CI).  This is not remote work and is 100% onsite.

Description of Duties:

Troubleshoots, diagnoses, and resolves hardware, software, network and inter-connectivity issues. Contracts technical staff or arranges for vendor service when necessary, and follows up to ensure work is completed appropriately. Services printers. Restores data to file servers and workstations and re-configurements for the Local Area Network (LAN). Coordinates networking, distributed systems, and data communications by selecting and allocating proper hardware, and programming applications. Participates in network setups, including all hardware and software necessary for network operation and functionality.

Acquires, installs, and maintains hardware and software. Installs network hardware, software and components according to installation standards to ensure operability. Obtains approvals and supervisory clearance to install SAP, SCSC, E-mail, Internet, mainframe, etc. Installs newly revised software, such as operating systems, utilities, Internet, SAP, E-mail, etc. and other network software; enters commands and observes system functions to verify correct system operation. Modifies and manipulates group policy. Installs, terminates, tests, and maintains all types of cables and wiring found in a networked environment. Transfers user files and programs as needed or when an upgrade is performed.

Reviews and recommends hardware and software purchases and system integration/installation. Works with users to determine needs and specify IT requirements. Assesses capabilities of current computer resources for migration to a new computing environment by performing interoperability tests on operating system, network, and application software. Provides definitions, testing, and documentation; and coordinates the purchase of hardware and software needed. Prepares work statements for contractual support, and utilizes departmental standards and policies in the procurement of IT related equipment and services.

Participates in the review, evaluation, and reporting of the capabilities and limitations of industry technologies relative to the open systems environment. These include, analyzing security services and directory services. Develops and/or contributes in the development of information technology systems by testing and evaluating beta products and applications associated with institutional and agency applications.

Performs and annual Bureau wide inventory of all DOC maintained computer equipment, software and peripherals. Ensures the system is updated to reflect new equipment and equipment location changes.

Conducts formal and informal information technology training for users and provides training on use of hardware systems and software applications. Participates in the development of training materials, manuals, bulletins, and other user aids. When an employee receives new hardware and/or software more detailed training sessions are provided to assure ease of use.

Performs related work as required.

• Advanced Troubleshooting (Hardware, Software & Network)
• Network & Systems Administration (LAN, Installations, Configurations)
• User Support & Technical Training
• Experience with Correction Industry Inbox
• Experience on standalone Win 10 general upgrades
• Experience  implementing  Opti-Text (production management and labeling software system used in textile or apparel manufacturing environments is higlhy preffered for the garment shops in Correctional Industries (CI).