I Position Overview. Technical Support Analyst I - The purpose of this position is to perform a variety of computer systems administration, support, and project tasks including analyzing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, and software applications. This is accomplished by providing help to walk-in customers; re install operating system images on computers; replace broken hardware in desktops and Laptops; ensuring that the computer worked on is updated and working properly before returning to end user; and escalating service requests to the appropriate people in the department that require more attention or faster service. DISTINGUISHING CHARACTERISTICS: I - This is the entry Level class in the Technical Support Analyst series. This class is distinguished from the (II Level) by the performance of the more routine tasks and duties assigned to positions within the series and by the Level of supervision required in the performance of assigned duties. Since this class is typically used as a training class, employees may have only Limited or no directly related work experience. Essential Functions: 25% - Builds operating system images by gathering application needs from departments; ensuring images stay updated with patch and application updates; ensuring all settings are correctly applied; building images within a specific baseline; ensuring images are working with different hardware models; and building image for users specific needs. 20% - Disposes equipment including ensuring all hard drives are deleted to standards; picks up users equipment promptly; documents disposal of equipment; and delivers to disposal site. 20% - Ensures the customer's desktop or Laptop is replaced, imaged and configured according to schedule; coordinates delivery and set up with customer; ensures computer or Laptop is properly functioning; and retrieves old equipment, and updates records. 15% - Repairs computer software to include component replacement within a computer; software installations; replacement of an entire computer system; user profiles backups and restores; and works with vendors to get replacement parts or warranty replacements. 10% - Assists walk-in customers by answering user questions; showing users how to perform a specific operation; and quickly solving user problems. 10% - Works on special projects including new product launches; ensures performance; documents processes involved with the new products; trains IT staff on new products; and works with venders to ensure user needs are met. Note - Time spent on each essential function will vary based on operational needs and is only intended to be an approximation over the course of a full year. Regular and predictable attendance is an essential function in the performance of this job. Relevant Background and Formal Education Demonstrated skills, competencies, and knowledge required for this job are most often acquired through the following practical experience and level of academic education and training as suggested below. Education: Equivalent to the completion of the twelfth grade (high school diploma or GED). Experience: One year of full-time, professional experience in a related field. Education and Experience Equivalency: One year of relevant work experience may be substituted for one year of required education (OR) one year of relevant academic coursework beyond the minimum requirement may be substituted for one year of required professional experience. Certifications and Licenses: Must possess or be able to acquire the following certifications and/or licenses required in accordance with standards established by departmental policy. Comp. TIA Security Within 6 months of start date Technical Skills: Intermediate Skills and Knowledge: Work requires intermediate skills and knowledge in approaches and systems, which support the design and implementation of major programs and/or processes organization wide. Independent judgment and decision-making abilities are necessary to apply technical skills effectively. Specialized Computer Equipment and Software: Microsoft Office and other software programs. Additional Information Supervision Exercised: This classification requires functioning as a lead worker performing essentially the same work as those directed, and includes overseeing work quality, training, instruction, and scheduling work. Work may require the occasional direction of helpers, assistants, seasonal employees, interns or temporary employees. Supervision Received: Receives General Direction: This classification normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically. Other Requirements Competencies Required:Human Collaboration Skills: Communications regarding interpretation of policies may be made after discussion of different points of view. Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Interactions with others outside the organization may be stressful, negative and require high levels of tact or persuasion to gain cooperation and acceptance of ideas. Reading: Intermediate - Ability to read papers, periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study. Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study. Writing: Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study. Fiscal Responsibility: This classification has no budgetary or fiscal responsibility. Physical Demands: Exerting up to 20 lbs. occasionally; 10 lbs. frequently; or negligible amounts constantly; OR requires walking or standing to a significant degree. Machines, Tools, Equipment, and Work Aids: Computer, printer, copier, telephone, and standard office equipment. Length: 6 months, with possible extension. Pay: $24.02-$28.84/hour (depending upon experience)Schedule: Part-time (32 hours/week) 4 days/week, 8 hours/day