IT User Device Analyst 1

JOB SUMMARY

Provides day-to-day tier three technical support to employees for end user access devices including workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, basic audio/visual gear and educational technologies. Is learning the basic design and technical aspects of end user computing devices. This User Device Technician (UDT) position differs from the Customer Service Specialist (CSS) position in that the UDT position defines, selects, designs, images, and provides third tier support. The CSS position is focused on service resolution, incident management, and providing the first two tiers of support.

Installs, configures and troubleshoots systems. Develops, analyzes and maintains tools that support and automate processes for hardware or software product release. Communicates highly technical information to both technical and nontechnical personnel. May be involved in supporting conferences and large training meetings of users coming together in one location. Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action.

Use of this job family outside of centralized IT requires approval from the Chief Technology Information Officer.

MAJOR DUTIES & RESPONSIBILITIES

• Provides day-to-day tier three technical support to employees for end user access devices including workstations, laptops, hand-held devices, portable learning devices, basic audio/visual gear and educational technologies. 
• Maintains passwords, data integrity and file system security for the end user devices. 
• Writes installation scripts and programs for installation of products. 
• Installs and troubleshoots systems. 
• Performs other job-related duties as assigned.

MAJOR DUTIES & RESPONSIBILITIES CONTINUED

Performs other job-related duties as assigned.

EDUCATION

Prefer Associate Degree or 60 hours

WORK EXPERIENCE

0-2 years

SKILL AND/OR REQUIRED LICENSING/CERTIFICATION

Applies acquired job skills and company policies and procedures to complete assigned tasks. Skill level is still developing towards journey-level contributor, but has solid foundation in many of the critical IT competencies needed to perform the job. Works to complete primary certification. Basic office skills and Microsoft Office Suite

LEADERSHIP RESPONSIBILITIES

No supervisory or direct people management responsibilities. Begins to achieve primary level of certification in field.

WORK COMPLEXITY/INDEPENDENT JUDGMENT

Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment is often required to select and apply the most appropriate of available resources. Ongoing supervision is provided on an "as needed" basis.

BUDGET AUTHORITY

No budget development activity is required.

PROBLEM SOLVING

Decisions are made on both routine and non-routine matters with some latitude, but are still subject to approval. Job is occasionally expected to recommend new solutions to problems and improve existing methods or generate new ideas.

IMPACT OF DECISIONS

Decisions have minor, small and possibly incremental impact on the department or facility. Errors are usually discovered in succeeding operations where most of the work is verified or checked and is normally confined to a single department or phase of the organizational activities resulting in brief inconvenience.

COMMUNICATION/INTERACTIONS

Information sharing – gives and receives information such as options, technical direction, instructions and reporting results. Interactions are mostly with customers, own supervisor and co-workers in own and other departments. Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations. 

CUSTOMER RELATIONSHIPS

Makes routine or required customer actions to meet customer needs. Responds promptly and accurately to customer complaints, inquiries and requests for information and coordinates appropriate follow-up. May handle escalated issues passed on from co-workers or subordinates.

WORKING/ENVIRONMENTAL CONDITIONS

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Repetitive motion: Substantial movements of the wrists, hands, fingers, and/or upper body for sustained periods of time, including using extremities to drag, push, pull or grasp. Employee is expected to be able to commute to multiple work sites in a day and perform dispatched resolution. Sitting: Particularly for sustained periods of time. May have to lift up to 50 pounds. Work is normally set to specified shifts. This position is expected to be goal and customer service focused. During times of emergencies, outages and project planned work; employees are expected to be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.