Associate IT Service Analyst (Technical)

Associate IT Service Analyst (Technical) To provide consistent technical product support to clients, as well as troubleshoot software application and hardware issues quickly and effectively. To respond to business users promptly and professionally, accurately documenting issues and resolutions, and collaborating with both customers and Information Technology (IT) Division employees to solve complex technical issues. To analyze moderately complex business problems to be solved with automated systems. To assist users by installing approved new and upgraded software packages. To make required software changes to support activities scheduled through department management. To support physical desktops and virtual desktops, and utilize the application packaging suite and call center software. Provide primary second line support for all hardware-related computing problems reported to the Level I technical support area. Act as a liaison between Level I technical support and the Technical Services areas. Contact outside software vendors and work closely with IT Division personnel to resolve certain problems if required. Document problem resolutions through use of the problem tracking mechanism.