IT Service Support Analyst- Expert (NC773193)

IT Service Support Analyst- Expert (NC773193)

***This is an onsite position.

The primary purpose of this position is to provide technical support in the areas of troubleshooting, problem solving, setup, configuration, and installation of desktops, laptops, printers, and other computer related hardware throughout DPS. This position also coordinates, organizes and plans activities within the region of responsibility for the other User Support Analysts assigned.

Functional:
• Project Management - Ability to manage timelines, resources, and personnel (internal staff and contractors) and lead implementation efforts to completion.
• Technical Knowledge – Significant technical knowledge to serve as resource for other Analysts and Specialists.
• Technical Solution Development - Ability to develop and/or implement highly complex information technology solutions to enhance enterprise success.
• Planning and Organizing – Ability to lead and plan IT for an organization. Ability to lead projects that require directing the work of others with some latitude on actions or decisions.
• Technical Support – Ability to identify emerging trends and issues and make suggestions for technical modifications to solve current and prevent future problems. Advanced knowledge to develop and communicate innovative and effective solutions.
• Consultancy Skills – Technical expertise commonly sought in resolving highly complex problems. Ability to consult with clients, peers and/or managers to develop requirements, solve problems and/or proactively establish technical directions.

Core:
• Teamwork – Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.
• Customer Service – Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.
• Effective Communications – Interprets and communicates information, ideas, and instruction. Negotiates and persuades to build cooperation and consensus towards decisions. Translates advanced technical issues into understandable terms appropriate to the audience.
• Organizational Awareness – Demonstrates in-dep knowledge of enterprise, its opportunities and constraints. Fosters relationships for organizational success.
• Professional Standards – Adheres to DPS and IT standards, is punctual and uses time efficiently.