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:

Two plus years of college or technical school training related to Information Technology/Information Systems. High School Diploma required. (Formal education may be substituted with relevant years of experience related to job functions and/or IT Certifications.)
Three (3) years’ experience providing Microsoft Windows network and Windows 10 support
Three (3) years providing end user support, installation and repair of hardware and software. Preferably experience as help desk support level 2 or 3, including remote support
One (1) year experience with Active Directory domains
Two (2) years’ experience installing and supporting Windows Server 2012/2016 and Windows 10 workstations.
Two (2) years’ experience with Windows based software, Microsoft Office 365 and Zoom
Two (2) years’ experience working with LAN/WAN communications devices including routers, switches, wireless access points, firewalls and telephone services. Preferably Meraki

Knowledge, Skills and Abilities:

Advanced computer software and hardware knowledge and skills
Ability to troubleshoot a variety of computer problems
Ability to Interact with staff with a service orientation
Ability to stay organized while executing multiple projects.
Ability to maintain professional, confidential work environment

Work Conditions:

Environment: Office-based
Range of Schedule: Mon – Fri, 7:00 am to 8:00 pm
Travel: Occasional - Must have reliable personal transportation, valid Texas Driver License, current Auto Insurance

DePelchin is Proud to be an Equal Opportunity Workplace.

DePelchin is committed to selecting and employing the best and most qualified person available for each job opening without unlawful discrimination of any kind. Additionally, DePelchin is committed to providing a work environment free of discrimination and harassment on the basis of race, color, sex (including pregnancy, sexual orientation and gender identity), marital or parental status, veteran status, religion, national origin, age, disability, family medical history, genetic information, or political affiliation.

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IT Technical Support Analyst