Computer Support Analyst (INFORMATION SYSTEMS ANALYST I, OPT. C) - Manteno, IL

at Illinois Department of Innovation & Technology in Chicago, Illinois, United States

Job Description

25% Under general direction, serves as a Computer Support Analyst for the Department of Innovation & Technology (DoIT):

  • Performs difficult and complex professional activities in the End User Computing Section.
  • Provides support to the Manteno Veterans' Home and other assigned locations, if necessary.
  • Provides technical support for microcomputer-based hardware and software.
  • Configures, implements, and tests hardware and software for standalone personal computers and Local Area Networks.
  • Installs personal computers, monitors, printers, etc.
  • Reviews and evaluates customer requests and develops solutions to satisfy customer needs and to ensure requests meet standards and procedures.
  • Recommends hardware and software products for applications.

20% Resolves hardware problems:

  • Reports maintenance problems to area.
  • Performs diagnosis and resolves system related problems.
  • Confers with vendors for advanced software and hardware problems.

20% Meets with users to determine user needs and objectives:

  • Develops recommendations to accommodate users' requests and to ensure compatibility with existing hardware and software standards.  
  • Researches software requirements, installs ADA compliant hardware and software requests, tests, and deploys as assigned.  
  • Implements software and operating system upgrades.
  • Develops and updates documentation concerning the administration of customer desktop computer environments.
Essential Function 2

15% Serves a project coordinator on standard projects including small to medium sized hardware/software installations and deployments:

  • Determines and coordinates project components such as project scheduling and assignments.
  • Assigns and reviews the work of project analyst staff.
  • Provides expertise, guidance, and direction to staff; review results, and incorporates individual components of project into the final products.

5% Monitors trouble tickets to ensure acceptable service levels for providing break/fix services to agencies within listed time frames are being met:

  • Escalates time sensitive trouble calls to senior staff and/or appropriate vendors for faster resolution time.

5% Provides group or individual assistance and/or training to customers on installed hardware and software and other functional areas including, but not limited to, network and server hardware, software, and peripherals.
5% Keeps abreast of new developments in the Information Technology field:

  • Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
  • Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

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Job Posting: 11920876

Posted On: May 22, 2024

Updated On: Jun 05, 2024

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