IT Support Analyst II

Updated: December 4, 2017
Job ID: 213433
Status: Full-Time
Regular/Temporary: Regular
Location: Bethesda, MD, United States

Come Work at HJF!

HJF is seeking an IT Support Analyst to support the IT Operations Department located at Corporate Headquarters in Bethesda, Maryland. HJF Desktop Support Analyst will work with hardware/software vendors to verify timely product delivery and ensure that new equipment is installed and ready to operate on schedule. In addition ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Responsibilities:

  1. Responsible for PC, laptop and peripheral setups for users.  This includes installation and configuration as well as installation of all required software in accordance to the predefined hardware deployment schedule and coordination with the IT Infrastructure department.
  2. Troubleshoots, resolves and documents any problems associated with desktop computing.
  3. Responsible for configuration management and documentation for computers and peripherals.
  4. Responsible for performing all support tasks while delivering high quality customer service as evidenced by a timely response to initial customer requests and the successful follow-though on assigned tasks.  This also includes positive customer interactions and customer complaint resolutions.
  5. Performs backups and restores for end-user PCs on a routine basis according to established procedures and schedules.
  6. Responsible for projector and supporting PC setups within each of the Foundation’s conference rooms.  This would include proper user training of the use of installed projectors and validation of user setups, if requested.
  7. Maintains hardware and software inventory database.
  8. Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  9. Assists with developing software training and support documentation.

 Required Knowledge, Skills, and Abilities:  Knowledge of PCs, Windows 7/10, and Mac OSX hardware and software; knowledge of program installation, maintenance and upgrades; ability to work with all levels of employees; a customer service-oriented attitude.

Minimum Education/Training Requirements:  Bachelor's degree with 2 to 4 years of computer support experience.

Physical Capabilities:  Able to communicate verbally, ability to write and prepare documents in a variety of forms, ability to move within the work site, ability to travel to and move within supported sites.

Supervisory Responsibilities/Controls:  Incumbent reports to Director of IT Support

Work Environment:  Office environment; some local travel is required (site to site).

HJF is an equal opportunity and affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.

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