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.
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.
