Technical Support Analyst (IT)

POSTING DATE:    3/8/2017
CLOSING DATE:    4/12/2017
CLASSIFICATION:    Technical Support Analyst (IT)

HOURS:        40 Hours Per Week

POSITION SUMMARY:    
Perform functions to provide consultation and assistance to the District providing Level 2 and Level 3 Help Desk Support where solution may require after hours support, guided by precedent and working within the limits of established policies.

MINIMUM REQUIREMENTS:    
•    Bachelor’s degree in Computer Science, Information Systems, Business or a related field, and/or
•    Three to five years of experience in client services, supporting the installation, programming and troubleshooting of computer hardware, software and mobile devices.
•    Cisco and Microsoft certifications are highly desirable.
•    ITIL Foundations Certification required (if not in possession at time of hire, certification must be obtained within 6 months – as condition of continued employment).
•    Regular, dependable attendance required.

COMPETENCY: 
•    Demonstrate ability to manage multiple priorities and maintain compliance with schedules and quality standards.
•    Proven strength in positive listening, oral, and written communications with the ability to clearly and effectively communicate technical information to non-technical users.
•    Demonstrate excellent customer service and support skills. 
•    Strong analytical knowledge of PC hardware, software, and peripherals.
•    Knowledge of fundamental IT concepts, practices and procedures with broad knowledge of technology and solutions.
•    Consistently manages multiple priorities and competing assignments while meeting commitments.

RESPONSIBILITIES:    
•    Provide day-to-day consultation, instruction, troubleshooting and problem solving for hardware, software, network, and related computer systems and devices. 
•    Perform moderately complex analytical, technical and administrative work to plan, design, and install new and upgraded existing computer systems. Ensure the effective operation of all hardware, software, peripheral equipment, and mobile devices in compliance with established District standards.
•    Monitor, respond to, and resolve Help Desk calls and tickets in keeping with established customer service standards. Evaluate technical issue and determine procedure necessary to resolve problem. Forward complex issues to the appropriate technical resource in a timely manner. 
•    Assist in developing, updating, and maintaining procedures and Help Desk knowledge base. 
•    Review licensing issues and perform software and hardware audits throughout the District to ensure compliance with licensing regulations and provide audit reports. 
•    Train and direct personnel in the use of computer applications and equipment. 
•    Maintain inventory of all District computer hardware and software. Support and enforce District IT policies and procedures.
•    Assist with and provide support to team members accountable for any range of enterprise, infrastructure, network, security, database or other technology projects and assignments, as required.
•    Participate in meetings, committees and continuing education seminars to improve individual, departmental, and organizational performance and efficiency.
•    Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements. 
•    Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies.
•    Perform other related duties as assigned.
•    Perform or assist with any operations, as required to maintain workflow and to meet schedules and quality requirements. 
•    Participate in any variety of meetings and work groups to integrate activities, communicate issues, obtain approvals, resolve problems and maintain specified level of knowledge pertaining to new developments, requirements, and policies.
•    Perform other related duties as assigned.

OTHER REQUIREMENTS: 
The following requirements are representative of those that must be met by an employee to successfully perform the essential functions of this job and is not intended to be inclusive. Reasonable accommodation(s) may be made to enable individuals with disabilities, as defined by law, to perform any essential functions.
 
DRIVING REQUIREMENTS:
Must possess a valid Florida State Driver's license and maintain eligibility under the District's commercial vehicle program.
 
PHYSICAL DEMANDS: 
•    While performing the duties of this job, an employee is regularly required to sit, stand, walk, touch, speak, hear, and see.  An employee is occasionally required to bend, kneel, reach, twist, carry, climb, push and pull.  
•    An employee must lift and/or move small articles and occasionally lift objects up to 20 pounds. 
•    An employee must demonstrate fine motor skills and to be able to operate vehicles and other equipment. 
•    An employee is occasionally required to work in heat, cold and wet/damp conditions and to navigate uneven and/or outdoor terrain. 
•    Certain positions may require work above ground or in enclosed spaces.
•    Certain positions may have requirements of 50 pounds maximum lifting with frequent lift/carry up to 25 pounds.
•    Positions requiring strength demands in the Heavy and/or Very Heavy category have detailed physical performance analyses available for review.

PAY:      Starting wage ranges between $987 and $1,316 per week. 34 paid days off, great salary, FRS pension, WDW Passes for employee & guests, great benefits, fitness center & more.
  
TO APPLY: 
Submit your Application, Resume, and any relevant copies of certification on our website (www.rcid.org). For inquiries, contact Patrick Midthun at jobs@rcid.org.