Job Summary: The Support Services Analyst II is responsible for Tier 2 desk-side computer hardware and software support, configuration, deployment, installation, inventory, and troubleshooting. This is a fully onsite position requiring a physical presence at agency locations to facilitate hardware deployment and face-to-face user assistance.
POSITION SPECIFIC DUTIES & RESPONSIBILITIES:
- Provide Tier 2 desk-side and Help Desk support for desktop hardware, software, and network connectivity.
- Resolve issues through remote and on-site assistance, ensuring timely ticket closure in the ITIL-based tracking system.
- Configure, deploy, and maintain technology equipment such as computers, printers, scanners, and peripherals.
- Manage hardware and software inventory and ensure accurate documentation.
- Collaborate with IT Engineering on projects and infrastructure improvements.
- Complete special projects as assigned, prioritizing tasks with the IT Support Services Manager.
- Provide technical assistance for agency events and maintain organized IT labs and work areas.
- Assist in acquiring network equipment, computers, and peripherals.
- Research and recommend hardware and software solutions to meet agency needs.
- Participate in ongoing training programs and maintain technical proficiency.
- Support end-user training and provide guidance on technology use.
- Work with vendor technical support to diagnose and resolve hardware/software problems.
QUALIFICATIONS
EDUCATION:
- Must be a high school graduate or have HS equivalent
- Associate's degree preferred
EXPERIENCE:
- Experience in computer maintenance and user support required.
PERFORMANCE COMPETENCIES:
- Communication
- Decision Making
- Engagement
- Initiative and Accountability
- Interpersonal
- Learning
- Organizational Alignment
- Quality of Work
KNOWLEDGE/SKILLS/ABILITIES:
- Ability to work with the public, maintain an effective working relationship with agency employees, always maintain a professional manner, and maintain confidentiality.
- Must have outstanding interpersonal, communication, presentation, and computer skills.
- Must be independent, a self-starter, multi-task oriented, and energetic.
- Must be able to work closely with vendors, support agencies, and staff at multiple agencies.
- Must be able to work non-standard hours to complete projects, assist with infrastructure conditions, and as work demands.
- Strong understanding of technologies and processes.
- Experience supporting remote users.
- Strong knowledge of technology
CERTIFICATIONS/LICENSES:
- Must possess a valid Driver License and satisfactory driving record to use agency and/or personal automobile to travel to locations other than primary office.
SAFETY SENSITIVE JOB CLASSIFICATION:
This job is classified as a "safety-sensitive" position as defined by the Oklahoma Medical Marijuana and Patient Protection Act. Due to the "safety-sensitive" classification, an employee in this position would be subject to drug and alcohol testing, including random testing. Marijuana is one of the substances included in the drug panel screening. Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children's Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment.