Information Technology Support Analyst I - MHIS - Central Office

Information Technology Support Analyst IPerforms work under general supervision and is responsible for providing help desk support for software, hardware, network issues and approved department applications for the City of Hartford and Hartford Public Schools either remotely, over the phone or in person. Includes receiving, prioritizing, documenting, and resolving all end user technical requests while providing a positive and professional customer service support experience.Respond promptly, accurately and efficiently to 2nd and 3rd level service calls and help desk and Desktop Support requests through the service desk ticketing system.Participation in ticket prioritization, assignment, escalation, and tracking Install, service, troubleshoot, repair and maintain computer hardware, software and peripherals.Resolve questions regarding network account administration, software distribution, system/network status, and password requests.Administer and Maintain Office 365 and Intune.Administer and Maintain SCCM.Administer and Maintain MDT for desktop imaging.Determine the best solution based on the issue and details provided by customer and reviews with customer the problem-solving process or directs unresolved issues to the appropriate next level of support personnel.Assist with automation of desktop computer build processes, packaging applications and network functions as requested.Use a systematic approach to diagnose and resolve technical problems remotely, over the phone and in-person.Work closely with all technical areas to continuously improve customer support and satisfaction.Ability to effectively and efficiently troubleshoot technical problems.Familiarity with intermediate network troubleshooting.Provide training support in the areas of emerging technology and special applications.Bachelors/Associates Degree in Computer Science, Information Systems or closely related field, and Two (2) years of progressively responsible experience in Information Technology or Computer Science of which the experience must have been obtained within the last eight (8) years.Knowledge & Experience of :Concepts, techniques, and methods of installing, configuring, debugging, implementing and maintaining computers and peripherals.Networking protocols including Wireless.Microsoft Office 365 and Intune.Symantec Antivirus.Microsoft SCCM.Active Directory and Exchange including user setup and maintenance.Skills:4-6 years' recent computer, server, and network troubleshooting experience.In-depth and hands-on experience with enterprise and desktop applications including but not limited to Microsoft Office 365 & Exchange, mobile devices, Mobile Device Management, network printers, and Microsoft Deployment Tools.Advanced knowledge of Active Directory administration including complex Group Policies and secure lockdown.Advanced knowledge of current Microsoft desktop.Advanced knowledge of computer hardware.Advanced knowledge of Windows server operating systems.Intermediate to Advanced knowledge of Office 365 administration.Intermediate to advanced knowledge of Desktop and Server hardening including endpoint protection (e.g. Symantec).Must be resourceful and able to take initiative in a dynamic environment.Good analytical and problem-solving abilities.Excellent organizational and verbal and written communication skills.Strong customer service orientation.Ability to:Install, maintain and troubleshoot desktop computers, MACs, laptops, network printers, hardware and associated software, and provide remote support for external desktop computer and laptop connections, and wireless.Generate scripts and routines for automating updates on computer systems.Intermediate to advanced thought processes on monitoring and constant logging of integrity of the systems.Diagnose root cause of hardware, software and applications problems and implement resolutions in a timely manner.Work effectively in a team-oriented and collaborative environment, as well as independently to research information and solve problems.Write or explain procedures and instructions that can be clearly understood by a person.Work effectively with customers, administration, and other technical staff to resolve technical problems quickly and efficiently.Communicate effectively to understand the problem and explain the solution and maintain patience in dealing with difficult customers.Quickly learn, adapt and apply new technology, procedures and concepts.Work under pressure, with challenging time constraints and changing deadlines and priorities.Recent A+ Certification, Microsoft Certified professional (MCP) or Microsoft Certified Systems Engineer (MCSE) preferred.Salary in accordance with Collective Bargaining Agreement for Hartford Educational Support Personnel (HESP) Salary Grid C513 $68,213- $82,156. (2019-2026).Hartford Educational Support Personnel (HESP)Six (6) months probationary period and annually thereafter.