IT Specialist I - Support Analyst

at  Metropolitan St Louis Sewer District

Overview
Under general direction of the IT Support Services Supervisor, installs and sustains hardware and software at industry standards. Responsible for building and maintaining strong inter-IT relationships with a key stakeholders and leaders to enable open communication and clear expectations regarding end user application service delivery.

TRAINING AND EXPERIENCE

• Associates Degree or 60 college credit hours
• Six years of IT experience

DESIRABLE KNOWLEDGE, SKILLS, AND ABILITIES

• Experience with ITIL framework and IT product methodologies.
• Familiarity with support escalation processes and paths.
• Experience working on technology and application development projects including developing technical requirements.
• Strong listening skills.
• Strong research skills with attention to detail.
• Experience working closely with team members during solution development and product launch.
• Experience developing data and/or process flows.
• Must be able to work independently and proactively.
• Excellent organizational, analytical, and independent problem-solving skills.
• Ability to contribute and collaborate effectively as a member of a highly-functioning and productive team.
• Demonstrated proficiency in:
• Microsoft 365
• Azure
• Entra ID
• Windows 10/11
• Intune

ESSENTIAL FUNCTIONS

• Assesses and troubleshoots individual problems, via the phone, in person, or online, associated with network infrastructure and desktop systems software applications and hardware. Proposes hardware and software solutions, including upgrades.
• Acts as a point of escalation for support and active initiatives.
• Provides technical support for processes such as installs, upgrades and repairs to computers and peripheral devices; installs and configures printers; installs packaged software programs on new and existing workstations.
• Produces documentation, knowledge transfer and training for stakeholders.
• Performs moderately complex analysis related to existing or proposed technologies, leading to new revised procedures. Recommends and implements changes in equipment, business systems, software and procedures.
• Collaborates with Service Delivery Management, Business Technology Partners and Infrastructure Teams to initiate and execute projects within function, including resource planning, estimation, governance, approval, and kickoff.
• Develops and maintains documentation of procedures, installation sequences, standards, configurations and settings.
• Troubleshoots and documents Incidents, Requests, and Changes with escalation paths and adequate detail.
• Coordinates work projects, such as converting to new hardware or software, and provides other technical support to employees in information processing departments.
• Engages with customers to understand their needs, improvement opportunities and ensure prioritization and alignment to business strategic objectives.
• Reviews completed projects or computer programs to ensure that goals are met and that programs are compatible with other programs already in use.
• Assists in training workers in use of new software or hardware.
• Provides status reports and health metrics to Service Delivery Management on a regular basis.

ADDITIONAL RESPONSIBILITIES

Performs related work as required or as delegated by a supervisor.
Responsibilities
Qualifications