at Illinois Department of Innovation & Technology in Springfield, 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 specialized service functions for the End User Computing (EUC) section serving assigned agencies.
- Provides technical support for computer-based hardware and software problems.
- Configures, implements, troubleshoots, and tests hardware and software for standalone personal computers and in Local Area Networks (LAN) using automated software deployment tools such as System Center Configurations Manager (SCCM) or Microsoft Windows/Microsoft installer scripts (MSI), Lite-Touch, and computer programming and/or scripting.
- Schedules, coordinates, configures, installs, and supports end user hardware (personal computers, monitors, printers, etc.), Microsoft or Mac operating systems, Microsoft Office client software products, and various software and supported applications on personal computers.
- 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% Performs diagnosis and resolves computer system related problems including interfaces to Active Directory, network integrations, and software applications/products adapting complex processing to different system/program requirements:
- Resolves complex hardware problems and reports maintenance problems to appropriate area.
- Serves as a liaison between agency customers, vendors, and DoIT management and technicians for problem resolutions.
15% Meets with users to determine user needs and objectives:
- Develops recommendations to accommodate user requests and to ensure compatibility with existing hardware and software standards.
- Researches software requirements.
- Tests and installs Americans with Disabilties Act (ADA) compliant hardware and software requests.
- Implements software and operating system upgrades.
- Develops and updates documentation concerning the administration of customer desktop computer environments.
15% Serves as a project coordinator on standard projects including small to medium sized computer 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.
- Reviews 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 vendor 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 (IT) 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 duties enumerated above.
