Summary

The primary purpose of this position is to manage IT End User requests; resolve IT issues/incidents (break and fix); and plan and deploy IT changes on Configuration Items (CIs) and emergency approved changes to servers, printers, and network devices. The Information Technology Senior IT Analyst will serve as the first point of contact for all Level 1 and Level 2 technology issues and requests including day-to-day/business as usual request fulfillment as well as incident resolution by investigating and resolving software and hardware problems, issues with printers, phones, peripherals, and network. Additionally, the incumbent will perform duties related to new IT initiatives and projects (including proof of concept) for IT Services Improvement through Cloud based technologies in Amazon Web Services (AWS), MS Azure, and Google Could including deployment of new software with minimal supervision.
The selected candidate for this role will demonstrate Customer Advocacy, the ability to clearly define and analyze customer requests/issues to deliver a satisfactory outcome. The Senior IT Analyst is expected to achieve results through collaborating with cross functional teams including IT Team Members, Support Partners and other HACP departments. The Senior IT Analyst should be able to prioritize requests and incidents based on an understanding of Impact on HACP business functions and keep IT Customers informed/engaged throughout the request fulfillment or incident resolution process.

Essential Duties and Responsibilities:
The position duties and responsibilities listed below describe the general nature and scope of work. Other responsibilities, duties and skills may be required and assigned, as needed.

• Serves as the first point of contact for issues and requests of IT Customers via telephone, email, and walk-ins. Documents all issues in the Help Desk ticket tracking software. Completes Help Desk tickets by assisting IT customers /users in resolving their issues, or escalating to the corresponding IT staff. Creates and distributes written and video how-to guides for common tasks.
• Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with desktop operating systems and a broad range of desktop applications, movable devices, networking, and hardware.
• Assist users with new functions and capability of standard HACP provided software, including Google G Suite (Gmail, Meet, G drive), Zoom for Online Meetings, Microsoft Office and Emphasys Elite.
• Handles basic system troubleshooting and configurations, organizes and maintains files, and records and maintains library of software and hardware.
• Handles problem recognition, research, isolation, resolution, and follow-up for user problems, refers more complex problems to supervisor; analyzes issues and determines resolution or escalates to high levels.
• Logs and tracks Help Desk tickets using a problem management database and maintains history of records and related problems.
• Administer user names and user access to HACP systems, including networks, applications, and telephones.
• Plan, manage and execute projects as assigned, including projects involving multiple user departments.
• Administer the operation of the IP telephone system, including Soft-Phones, automated attendant, desktop sets and voice mail.
• Write reports requested by users using standard reporting tools, where the reports require basic knowledge of the data structures included in HACP administrative applications.
• Assists in analyzing and evaluating incident reports and makes recommendations to reduce Help Desk incident rates.
• Thoroughly interviews users to collect information about the problem and leads user through diagnostic procedures to determine the source of error.
• Assists in the development of training guidelines for new Authority systems or upgrades; trains users on software and hardware on-site or in classrooms.
• Prepares statistical reports such as Help Desk incident reports and other operational metrics.
• Consults with programmers to solve software errors; serves as the main point of contact for outside software and program venders to request service and evaluate products.
• Handles IT related issues at private management sites; utilizes remote access support for software to troubleshoot and resolve issues.
• Configure and Install personal computers, software, and peripheral technology equipment.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Performs other duties as assigned.

Education and/or Experience

Bachelor’s Degree in management information systems, information technology, or related field and a minimum of 5 years of IT related experience. An equivalent combination of education and experience may be considered. Must possess a valid driver’s license and be insurable under the Authority’s plan.

Desired Certifications: Google IT Support Specialist, A+ Certification, Certification Microsoft Certified Desktop Support Technician, or Microsoft Certified Applications Specialist is required.

Technical Skills

To perform this job successfully, an individual should have proven in-depth technical knowledge of IT Endpoint as a Platform including Computer Hardware (Intel/AMD Based PCs), Operating System (Windows 10 is a Must, Basic Administration of Windows Server), Network Stack (OSI Model), Productivity Applications (Google G-Suite for Business, Microsoft Office), Instant Messaging (Slack, Google Meet/Chat), Client Server & Web Applications (HACP uses Elite from Emphasys), Electronic Document Management. Must have the ability to learn other computer software programs as required by assigned tasks.

Desired IT Service Management Skills include ITIL (Request, Incident, Problem & Change Management).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting; standing; operating computers and other office equipment; moving about the office; and attending onsite and offsite meetings. The employee must be able to communicate via email and verbally via telephone. The employee must occasionally transport up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees must have access to 24 hour reliable internet service. Employees must also have reliable transportation to and from work, as well as, to get to and from multiple HACP locations based on business needs and assignments.

Office Environment

The noise level in the work environment is usually moderate.
Employee may be required to visit resident sites to fix reported IT issues, as needed.