Senior Systems Support Analyst, Information Systems Technology

Program and Role Summary

The primary focus on the Senior Support Systems Analyst is handling the daily processes for helpdesk service operations. This includes end-user support, issue resolution, training / guidance for various technologies and systems, and IT equipment configuration and deployment. This position timely and accurately responds to support requests to ensure proper resolution or escalation within the department or any contracted IST vendor. The training aspects include IT / IS orientation, assisting users with software navigation or functionality questions, and drafting user guides or reference materials, as assigned.

Primary Responsibilities :

• Work with IT Coordinator and IST Team to maintain an up-to-date IST asset inventory.
• Provide guidance to users on functionality and support related business productivity software.
• Assist with the development of user reference guides, internal procedures, process improvement initiatives, and other materials, as assigned.
• Communicate efficiently and effectively with management, users, and internal / external resources for all assigned duties and tasks.
• Collaborate and work with other IST department analysts.
• Assist the IST department to ensure the agency’s information technology and systems adhere to HIPAA, State Counties, Department of Mental Health (DMH), Council on Accreditation (COA), and other regulatory or contractual requirements.
• Other duties as outlined in the position description.