Class Specification - G.40
Technology Support Analyst I - 7346
Technology Support Analyst II - 7347
Technology Support Analyst III - 7348

Series Concept

Technology Support Analysts provide technical support for all activities related to desktop computer systems and related peripherals. Overall position focus is upon user support through the development and maintenance of the desktop computing envirorunent. Services and support are typically provided through automation, remote access, by local personnel or as part of a centralized technical unit utilizing a mixture of service delivery methods.

Technology Support Analysts: Install, configure, upgrade and troubleshoot desktop systems, workstation, service, network, and operating and other software and devices and establish and maintain passwords, data integrity and file system security in a heterogeneous desktop environment; identify, modify, test and apply patches, upgrades and other software for automated distribution to the organization's computers, customize and configure software applications based upon user needs, monitor desktop usage, track user requests and incident reports and provide timely resolution of problems or escalate issue to the next tier of support as appropriate; recommend hardware and software solutions including new acquisitions and upgrades and replace and dispose of obsolete equipment. May provide assistance with administration of incident tracking software, conduct training programs to educate the organization's computer users about basic and specialized applications and participate in or manage development of IT and infrastructure projects.

The series is distinguished from the Programmer/ Analyst and Systems Programmer classes in that incumbents are focused upon desktop systems and end user support rather upon programming tasks (applications development or systems programming). The Technology Support series is distinguished from the Computer Resource Specialist series by the advanced nature of technical and analytical skills required, the size, nature and complexity of the information teclmology envirorunent supported and by the planning and organizational activities in which incumbents are involved.

Minimum requirements

Work requires application of technical skills normally acquired through professional training and certification or an equivalent combination of education and experience.

Job Summary Provides technical analysis and support for all activities related to desktop computer systems, networks and related peripherals. Overall position focus is upon user support through the development and maintenance of the desktop computing environment. Analysts install, configure, upgrade and troubleshoot desktop systems, workstation, service, network, and operating and related peripherals and maintain passwords, data integrity and file system security in a heterogeneous desktop environment; identify, apply patches, upgrades and other software via automated distribution to the organization's computers, monitor desktop usage, track user requests and incident reports and provide timely resolution of problems or escalate issue to the next tier of support as appropriate and replace and dispose of obsolete equipment.
Job Title Technology Support Analyst I Technology Support Analyst II
Grade
FLSA Non-Exempt Non-Exempt
Scope Applies standard principles, processes and procedures to resolve issues of moderate complexity. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained and problems resolved, escalating issue to next level of service as appropriate. Applies technical principles, processes and concepts in the field as well as general knowledge from other related disciplines and company policies and procedures to resolving problems. Provides technical solutions to a wide array of moderate to complex issues where an analysis of situations or data requires review of a variety of factors.
Essential Functions and Duties
Help Desk Services
  • Assigns tickets for technical support, referring tickets to service level.
  • Provides basic support by email, ticket solution or phone.
  • Assigns tickets for technical support, referring tickets to appropriate appropriateservice level.
  • Providesmid-level support by email, ticket solution or phone.
Desktop & Network Support
  • Screens, troubleshoots and diagnoses desktop hardware failures and software conflicts using tools provided and other documentation as necessary in resolving or reproducing technical issues. Escalate unresolved issues to next level of service as appropriate.
  • Assists in the installation of new and upgrades existing stand-alone and networked desktop hardware and software.
  • Set up printers and resolve basic connectivity and configuration issues.
  • Recommend methods for optimizing both stand alone" and networked PC system operation.
  • Set up network and desktop user logons and reset passwords as needed.
  • Trains users in the utilization of standard software.
  • Contributes to developing procedure documentation for both in-house and broader distribution.
  • Maintains desktop computer recycling functionalities.
  • Maintains hardware and software inventory.
  • Screens, troubleshoots and resolves diagnostic, setup and configuration issues for all desktop hardware and software requiring a more advanced knowledge of server systems and management tools or with passwords, user logons and email account set up. Escalates unresolved issues to next level of service as appropriate.
  • Installs new and upgrades existing stand-alone and networked desktop hardware and software.
  • Provides advanced troubleshooting support for complex network and database connectivity issues.
  • Installs software and provides support for mobile-based devices
  • Interface with other internal technical groups in support of end user services.
  • Assists in the maintenance of standard desktop images and deploys new applications.
  • Set up administrative logons and email security.
  • Trains users in the utilization of non-standard software such as customized databases.
  • Contributes to developing procedure documentation for both in-house and broader distribution.
  • Oversees maintenance of hardware and software inventory.
  • Provides support for projects related to desktop technologies.
Education/Tralning
  • 1-2 years related experience with A.A.
  • Microsoft Certified Desktop Support Technician (MCDST) or A+ or other industry-accepted equivalent
  • Prior customer service experience
  • 2 or more years of related experience with B.A.
  • Microsoft Certified Systems Administrator (MCSA) or other industry-accepted equivalent
  • Prior customer service experience
Knowledge & Skills Knowledge and application of technical principles, theories, and concepts as well as accepted company policies and standard industry practices and procedures appropriate to resolve routine issues or provide assistance in the resolution of issues of moderate complexity. Complete understanding and wide application of technical principles, theories, and concepts in the field. General knowledge of other related disciplines and industry practices appropriate to resolve moderate to complex issues.
Environment Heterogeneous desktop environment with support provided through automation,remote access, bylocal personnel or as part of a centralized technical unit utilizing a mixture of service delivery methods. Heterogeneous desktop environment with support provided through automation, remote access, by local personnel or as part of a centralized technical unit utilizing a mixture of service delivery methods.
Job Summary Provides technical analysis and support for all activities related to desktop computer systems, networks and related peripherals. Overall position focus is upon user support through the development and maintenance of the desktop computing environment. Analysts install, configure, upgrade and troubleshoot desktop systems, workstation, service, network, and operating and other software and devices and establish and maintain passwords, data integrity and file system security in a heterogeneous desktop environment; identify, script, modify, test and apply patches, upgrades and other software for automated distribution to the organization's computers as well as configures and customizes software applications based upon user needs, developing and distributing related procedures and documentation. Tracks user requests and incident reports and provide timely resolution of problems; consults with users and recommends hardware and software solutions including new acquisitions and upgrades. May provide assistance with administration of incident tracking software, conduct training programs to educate the organization's computer users about basic and specialized applications or develop and manage IT and infrastructure projects.
Job Title Technology Support Analyst III
Grade
FLSA Exempt
Scope Applies skills as a seasoned experienced professional with a full understanding of industry practices, company policies and procedures as well as full knowledge of other related disciplines in developing technical solutions to complex issues in creative and effective ways.
Essential Functions and Duties
Help Desk Services
  • Assigns or oversees ticket assignments for technical support, ensuring referral to appropriate level of service. Provides advanced support by email, ticket solution, phone or in-person.
  • Assists with help desk software administration including customization design, database management, work-flow, escalation, notification design and report creation and distribution to management.
Desktop & Network Support
  • Screens, diagnoses and resolves all desktop and network hardware and software related issues that cannot be solved at lower service levels.
  • Oversees the installation of new and upgrade sof existing stand-alone and networked desktop hardware and software and resolves escalated issues.
  • Interfaces with internal and external technical groups andv endors in support of end user services.
  • Set up directory services and assist with server administration for network and connectivity issues with direct end user impacts.
  • Mentors and provides team and technical leadership to technical support staff including during troubleshooting and training on new and existing products.
Scripting and Documentation
  • Develops standard desktop images and tests with non-standard software, security updates and develops appropriate documentation. Creates scripts to deploy patches and other software.
  • Configures and customizes software applications based upon user needs.
  • Create issues resolution processes and documentation.
Project Management & Client Consultation
  • Develops and manages projects to configure, upgrade existing or implement new desktop technologies.
  • Consults with users and recommends hardware/software acquisitions/upgrades to support user needs.
  • Researches and evaluates new desktop hardware and software; recommends system and infrastructure improvements and enhancements
  • Researches, analyzes and evaluates industry technical standards, security issues and efficiency. Communicates organizational desktop computer best practices and standards.
Education/Training
  • 3 or more years related experience with B.A.
  • Microsoft Certified Systems Administrator (MCSA) or Microsoft Certified Systems Engineer (MCSE) or other industry-accepted equivalent
  • Prior customer service experience
Knowledge & Skills Extensivetechnical knowledge and expertise and full knowledge of other related disciplines and industry practices appropriate to resolve difficult and complex issues.
Environment Heterogeneous desktop environment with support provided through automation, remote access, by local personnel or as part of a centralized technical unit utilizing a mixture of service delivery methods.