IT Technical Support Analyst

Position :

• IT Technical Support Analyst Classification :           Full-time, Non-Exempt Reports to :                Manager, User Support Location :                   Houston, TX Position Description : The IT Technical Support Analyst will provide network infrastructure support functions and provide level-2 and level-3 technical support to respond to end user needs at all locations including but not limited to servers, computers, printers, mobile phones, telephones, and voice mail.  Primary Responsibilities :   Provide level-2 and level-3 support functions related to hardware, telephones, and all Agency-approved software.
• Provide individual end user support and installation / upgrades of hardware and software for all Agency computers.
• Provide server, backup and network support for LAN, WAN and AD-server environments as well as Internet and Intranet functions for all locations.
• Provide desktop / mobile telephone and communication systems problem solving and support, including setup and upgrades of devices for all locations.
• Function as a liaison between the Agency vendor(s) to resolve all systems and communications problems internally and externally.
• Make recommendations of purchases for hardware, software, and equipment necessary to maintain adequate system availability and inventory.
• Maintain the skill level necessary to grow with the needs of the organization related to hardware, software, and other technology trends.
• Manage timely completion and communication of all assigned help desk tickets to end users, fellow IT staff and supervisor including proper documentation of work completed with issue resolution.
• Report known or discovered theft, abuse, or misuse of any agency technology resources to Director of Information Technology and Business Processes.
• Propose and assist in implementation of proactive solutions to problems to streamline efficiencies or meet end user needs.
• Respond to requests for technical assistance in person, via phone and electronically.
• Administer help desk software, redirect problems to correct resource, identify and escalate situations requiring urgent attention and track / document requests and resolutions Provide installation and upgrades of hardware and software for servers and workstations.
• Serve as liaison between organization and vendor(s) as needed to resolve all systems and communications problems internally and externally.
• Assist in the planning, design, installation, and maintenance of the network infrastructure.
• Continue to improve skills necessary to grow with changes in technology.
• Provide daily management of equipment inventory responsible to the IT Department.

Required Qualifications :

Knowledge, Skills and Abilities :

Work Conditions :