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(TSA1)-Technical Support Analyst I

(TSA1)-Technical Support Analyst I

Birmingham Water WorksBirmingham, AL, US
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General Responsibilities :

Responsible for daily supporting the organization’s end-user laptops, desktops, mobile devices and applications. Interface with internal customers and various departments, troubleshooting user desktop issues to resolution. Assist in maintaining computer systems; install and support software applications and peripheral equipment; set up users and security settings; research user inquiries and new technology; troubleshoot and resolve computer operating, software / hardware and database problems; communicate with vendors to resolve issues; provide information to staff and users, prepare and maintain documentation for processes, policies and procedures related to computer systems and operations; test new software with various operating systems; update software for users as released by vendor; monitor and update usage to ensure the security of data and access privileges when program modifications are performed; provide offsite support, training and technical advice.

Essential Job Functions :

  • Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users; recommends and implement corrective solutions, including off-site repair for remote users as needed.
  • Install, configure, test, maintain, monitor, document, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels.
  • Assess needs and implement performance upgrades to PC desktop boxes, including installing CPUs, I / O and NIC cards, hard drives, RAM, etc.
  • Collaborate with IT team members to ensure efficient operation of the desktop computing environment.
  • Administer and resolve issues with associated end-user workstation networking software products.
  • Receive and respond to incoming calls, e-mails, and help desk systems regarding desktop problems.
  • Assist with BWW meeting setup, including hardware / software equipment, installation and troubleshooting.
  • Cross-training of staff within the department
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
  • Assist in maintaining an inventory of all monitors, laptops, desktops, iPads, printers and other components and equipment.
  • Document desktop equipment or component failure, repair, installation, and removal instances.
  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
  • Write technical specifications for purchasing PCs, desktop hardware and related products.
  • Create user accounts and update user access.
  • Maintain software assignments thru updates, upgrades and maintenance.
  • Work an on-call rotating schedule outside the regular schedule on a rotating basis.
  • Maintain and protect sensitive and private information by keeping employee records confidential in accordance with HIPAA, and local, state, and federal laws and regulations.
  • Ensure that PHI / ePHI of employees, plan participants, patients, and other assigned individuals is maintained and transmitted securely and legally.
  • Perform all work safely in accordance with established safety policies and procedures. Comply with all safety and health standards and guidelines issued by management.
  • Perform other duties as assigned.

Essential Job Functions Con't

Essential Job Functions Con't

Education :

Associate degree in a technical support field or equivalent combination of education and experience required. Bachelor’s degree preferred

Certifications

Valid Driver’s License requiredCompTIA A+ certification preferredCompTIA Network+ and Security+ preferred

Experience :

  • Two (2) years experience in desktop support or help desk, providing technical support to users in a medium size company.
  • Proficient in imaging, deployment, configuration, and troubleshooting of Microsoft Windows client operating systems (including Windows 10 and Windows 11)
  • Basic networking principal knowledge. (including IP addresses and network cabling)
  • Experience troubleshooting Intel-based PC hardware components and peripherals. (including SATA, USB, CPU, PCI)
  • Experience troubleshooting PC-compatible productivity suites in a medium size business. (including Office 365)
  • Experience in Active Directory, Azure and SCCM (or some other similar tool) and 3rd party patching preferred.
  • Experience writing and communicating technical requirements for new and ongoing projects
  • Experience in management of mobile devices (Intune, MobileIron) preferred.
  • Excellent communication and interpersonal skills.
  • Ability to multitask and support work in a fast-paced environment
  • Ability to track, resolve, and document root causes of user technical problems.

    • Certificates, Licenses, Registrations :

  • Valid driver’s license required
  • CompTIA A+ certification preferred
  • CompTIA Network+ and Security+ preferred

    • Supervision : None

    Physical Demands :

  • Ability to stand, sit or walk for extended periods
  • Ability to stoop, kneel, crouch or crawl
  • Reaching by extending hand(s) or arm(s) in any direction
  • Communications skills using the spoken word
  • Ability to see within normal parameters
  • Ability to hear within normal range
  • Ability to move about
  • Ability to lift 50 pounds

    • Working Environment :

  • Moderate noise (business office)
  • Exposed to cold temperatures in the data center.
  • Occasionally visit job sites in plants and outdoors, exposed to extreme hot / cold / wet weather conditions.
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    Support Analyst • Birmingham, AL, US