Technical Support Analyst

Pivotal Solutions; Illinois; On-site; USD 52,000 - 76,000; Full time

Job summary

Pivotal Solutions is seeking an experienced IT Support Analyst to deliver on-site and remote technical assistance at our main location and satellite clinics in Illinois. You will handle Level 1–2 issues, manage user accounts in Active Directory, and support Office 365 mail and collaboration tools.

The role requires an associates degree or higher in Information Systems or an equivalent field, plus MCP or A+ certification.

Qualifications

• Associate degree or higher in Information Systems or equivalent.
• MCP or A+ certification required (or higher).
• 3+ years of experience in IT/helpdesk environment.
• Experience with Active Directory and Office 365 administration.

Responsibilities

• Provide Level 1–2 support via phone, on-site, and remote for faculty, staff, and students.
• Manage and monitor support tickets; keep them updated.
• Set up new hires, relocations, and terminations; maintain user accounts.
• Provision Office 365 accounts and manage AD accounts.
• Create and maintain workstation images using imaging tools; support VDI.
• Provide remote support via Citrix, VPN, and remote tools.
• Participate in 24x7 coverage and after-hours support.

Skills

IT support

Customer service

Problem solving

Communications

Vehicle access

Education

Associates or higher in Information Systems

MCP/A+ certification

Tools

Dameware

Remote Desktop

VNC

WSUS

imaging tools

Job description

REPORTING RELATIONSHIP: Reports to Network and Systems Administrator

PRIMARY JOB PURPOSE:

Provide general on-site technology support to our main location and satellite

clinics. Responsible for resolving Level 1 and certain Level 2 technical issues though phone, hands-on as

well as remote support for Organization’s computing, mobile and printing devices, and applications. The Technical

Support Analyst must be able to reach any Organization location efficiently using their own means of transportation.

This role extends beyond basic “break/fix” to include other responsibilities such as one-on-one technology

training, desktop image creation, updating and management, and the ability to determine the technology

vertical that an issue exists in prior to escalating. While this role is not necessarily responsible for

remediating these higher-level issues, it must be able to identify and thoroughly triage them.

JOB DUTIES:

• Provide phone, on-site and remote support to faculty, staff, and students. Performing up to Level 2 troubleshooting and problem analysis.
• Monitor and proactively update support tickets
• Provide support for all client-side hardware/software attached to Organization’s infrastructure
• Responsible for setups associated with new hires, relocations, and terminations
• Responsible for maintaining computer and user accounts in Active Directory
• Provision and troubleshoot Office 365 email accounts
• Maintain general understanding of all current and future Group Policies
• Create and maintain images for workstations using WDS
• Provide support for VDI and virtual environment
• Provide remote support to users using Citrix, VPN
• Assists with testing of new releases of software, upgrades, and patches
• Maintain accurate client-side asset inventory
• Provide one-on-one training for Organization applications
• Point of contact for mobile and IoT devices
• Works with team members to procure all necessary equipment to keep all information systems at Organization running
• Responsible for maintenance of satellite TV services
• Primary creator of Organization ID cards
• Notify Network and Systems Administrator of potential HIPAA risks
• Assist all other members of the department when called upon
• Document all work and create/update internal system documentation
• Develop procedures and training materials for co-workers pertaining to the support desk
• Provide support for patch management and monthly maintenance window
• Provide after-hours/non-workday support and participate in 24x7 support desk coverage rotations
• Other duties as assigned

SPECIFIC JOB FUNCTIONS:

• Provide technical support to all end-user devices, including mobile devices
• Provide technical support for all general and line of business applications
• Perform extensive problem analysis and remediation including user education where applicable
• Gather all necessary information and perform triage when an issue needs to be escalated
• Create and maintain staff and student ID cards
• Configure and maintain image creation and management software for efficient deployment of new systems
• Monitor and manage ticketing system
• Participates as team member on small and/or large projects

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Associates Degree or higher in Information Systems or equivalent field of study
• Multiple certifications may be substituted for degree experience at manager’s discretion
• 3+ years’ experience with filling a position for a support desk
• Must have and maintain a Microsoft Certified Professional (MCP) or A+ certification (or higher/equivalent). Bachelors or higher degree experience may be substituted for certification.
• Experience troubleshooting both local and network related computer and printer issues
• Experience with Remote Control/Support utilities such as Dameware, Remote Desktop or VNC
• Experience in desktop image deployment tools and/or WSUS
• Experience working with and supporting mobile and IoT devices
• Ability to analyze problems and develop effective solutions
• Ability to multi-task, rearrange priorities and maintain focus and professionalism in a face-paced
• Ability to manage technical projects involving own work under minimal supervision
• Demonstrates initiative in solving problems associated with projects and daily work
• Excellent knowledge of business systems and procedures.
• Good interpersonal, organizational and customer relation skills
• Superior communications skills, both written and verbal.
• Ability to lift 50 lbs.
• Ability to stand for long periods of time
• Ability to work outside of normal business hours and participate in 24x7 coverage
• Ability to work in cooler data center environments
• Must have/have permanent access to a vehicle