Technical Support Analyst II-IT Department Emmitsburg

The Technical Support Analyst II maintains, analyzes, troubleshoots, documents, and repairs computer systems, hardware, and computer peripherals. This will consist of base understanding and troubleshooting of network infrastructure, server configuration (AD), audio/video, and administration. The Technical Support Analyst II has demonstrated technical expertise, a record of successful projects, satisfied clients, understanding and articulating customer needs, resourcefulness and accountability, and a history of taking initiative. This position reports to the Senior Director, Information Technology

ESSENTIAL FUNCTIONS:

1. Provide professional PC support to the Sisters and their business staff.
2. Manage requests and incident tickets per service level agreement standards.
3. Install / Move / Add / Change for computers, applications, low voltage cabling, networking installs, AD user administration, IT peripherals, and printers.
4. Support miscellaneous personal devices such as smartphones, iPad, and tablets.
5. Maintain audiovisual equipment for conference rooms and perform routine maintenance.
6. Perform problem resolution and maintain defined IT standards.
7. Interact with customers using a high degree of patience and problem management techniques to solve problems.
8. Research, resolve, and respond to customer needs received via phone call, email, user walk-up, and through the ticket systems.
9. Escalate problems to appropriate individuals based on established guidelines and procedures.
10. Connect networkable devices to wired and wireless networks and troubleshoot basic networking problems.
11. Test and ensure applications are correctly installed and configured on the computer.
12. Assist with budgetary requirements based on campus needs.
13. Contact, and coordinate with various vendors for support and escalations.
14. Document processes and procedures and create basic user instructions and training materials
15. Other duties as assigned by Administrator of Provincial location.

OTHER ACCOUNTABILITIES:

1. Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
2. Frequent status communications and follow-through during the issue resolution process.
3. Administration duties as assigned, including asset management inventory and tracking.
4. Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
5. Ability to recommend system modifications to reduce user problems.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

1. Office Environment
2. Sufficient eyesight to work with and repair computers
3. May be required to lift and carry up to 50 lbs. of computer equipment
4. Sit, stand, walk, carry, and bend
5. May be required to drive in some locations to access user sites

EDUCATION AND EXPERIENCE:

The position requires at least a high school diploma or GED. A Microsoft Certification, ITIL, CITO, CISA, or equivalent experience required. The candidate must have a minimum of five years of experience in the Support IT field. An Associate Degree of higher in computer/information sciences, Management Information System or related fields is preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Mobile device management iOS/Android
2. Microsoft Edge, Google Chrome
3. Telecommunications: PBX. Voice mail, VoIP, and peripheral devices
4. Experience configuring and testing Desktop systems with limited supervision.
5. Thorough understanding of Desktop and Laptop hardware
6. General knowledge of all Microsoft Operating systems: Windows 10 required, Active directory. Microsoft Office 365 required, and Professional Suite.
7. Network: Ethernet, TCP/IP, IP
8. Ability to diagnose and resolve complex technical problems.
9. Ability to grasp technical details of new technologies and the application thereof.
10. The person must have well-developed interpersonal, organizational, and problem-solving skills and be a team player with a desire to provide a high level of customer service.
11. Excellent communication skills including:
a. Composure and confidence in an executive customer support role
b. Seeks prompt feedback to ensure accurate communication.
c. Active listening to input from client/user/staff/peer.
d. Expresses ideas effectively to various organizational levels.
e. Communicates in a solution-oriented fashion.
12. A positive attitude is a must.

Current Openings for Technical Support Analyst II IT Department Emmitsburg Jobs at Daughters of Charity Ministries