Information Technology Support Analyst

This is the advanced journey level position performing Senior Information Technology Support Analystjob duties.DISTINGUISHING CHARACTERISTICSPositions at this level are recognized as technical specialist using initiative and resourcefulness in deviating from traditional methods or researching trends and patterns to develop new methods, criteria, or proposed new policies. Decisions regarding what needs to be done include interpreting data, planning of the work, or refining the methods and techniques to be used. The work involves assessing service effectiveness or analyzing a variety of unusual conditions, problems, or questions. The work product or service may affect activities or other operations.OVERSIGHTSupervision Received: The supervisor sets the overall objectives and resources available. The employee and supervisor, in consultation, develop the deadlines, projects, and work to be done. At thislevel, the employee, having developed expertise in the line of work, is responsible for planning and carrying out the assignment; resolving most of the conflicts that arise; coordinating the work with others as necessary; and interpreting policy on own initiative in terms of established objectives. In some assignments, the employee also determines the approach to be taken and the methodology to be used.The employee keeps the supervisor informed of progress, potentially controversial matters, or far- reaching implications. Completed work is reviewed only from an overall standpoint in terms of feasibility, compatibility with other work, or effectiveness in meeting requirements or expected results. Supervision Given: Acts as a lead. Coordinates and reviews work assignments of employees performing the same general work as the lead on a day-to-day basis. Responsibilities may involve solving problems and providing instructions on work procedures.JOB DUTIESHELP DESK SUPPORT1. Oversees problem ticketing service request system.2. Assists with developing help desk and escalation procedures.3. Provides metrics and reports.4. Monitors requests and escalates issues for problem resolution.5. Performs other related Information Technology Support Analyst job duties as required.MINIMUM QUALIFICATIONSEducation and Experience: Bachelor’s degree from an accredited college or university in a related fieldfield and six years of relevant experience.General Required Knowledge of: Current office technology and equipment.Help Desk Required Knowledge of: Software licensing compliance; help desk application software; hardware, networking and software support techniques, operations and usage, and standard features and functions of latest personal computer operating system; office productivity suite; and advancedoperations of laptops, projectors, digital cameras, video cameras, and mobile devices.General Required Skills and Abilities to: Use independent judgment and exercise discretion; problem solve; prioritize and multi-task; communicate clearly and concisely, both verbally and in writing; establish and maintain effective working relationships with those contacted in the course of work; work independently and in a team environment; lead and train; and operate current office equipment including computers and supporting applications.CERTIFICATIONS, LICENSES, AND REGISTRATION REQUIREMENTSEmployees in this position may be required to obtain and maintain the following certifications, licensing, and registrations:Certificates National Help Desk CertificationLicenses Valid California Class C Driver License that allows you to drive in the course of your employment