USER SUPPORT ANALYST 0115-008

This job description should not be interpreted as all-inclusive. It is intended to identify the essential functions and minimum qualifications of this job. The incumbent(s) may be required to perform job related responsibilities and tasks other than those stated in this job description. Nothing in this job description restricts management’s right to assign or reassign job-related responsibilities and tasks to this job at any time. Certain functions are understood to be essential; these include, but are not limited to, attendance, getting along with others, working a full shift, and dealing with and working under stress. Any essential function of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant only to the extent medically and reasonably feasible.

EEO/AA/F/M/Vet/Disabled

JOB SUMMARY:

Responsible for the installation and maintenance of software, hardware, and peripheral devices, installation of cable and network supported devices, and providing user support for over three hundred end users.

ESSENTIAL JOB FUNCTIONS:

• Responds to user requests for assistance with hardware and/or software malfunctions, in-person and remotely, for over three hundred end users.
• Uses diagnostic tools to determine equipment or data communication failure.
• Installs new computer equipment and related hardware, adding new machines to the network; provides user training as needed.
• Completes component-level repairs to terminals, computers, printers, and other peripheral equipment; coordinates repairs to computer equipment performed under warranty or service contracts.
• Maintains network cables, termination points, and associated infrastructure making repairs as needed.
• Installs, configures, and modifies as required computer operating system software to optimize hardware operation.
• Installs new computer equipment and related hardware, assists with end user training and operation as needed.
• Maintains a log of all repairs, system servicing, and replacement of computers, printers, and related hardware.
• Installs, maintains, and researches audio/video equipment; sets up audio/video equipment in conference rooms for meetings as needed.
• Provides cross-platform support of email accounts and Office products.
• Creates Office 365 accounts and assigns pertinent licenses within the Office 365 Admin Portal.
• Receives departmental requests to move existing computer equipment; schedule moves to ensure minimum disruption of departmental needs or work schedules.
• Makes recommendations to the Director concerning the repair or replacement of computer equipment, the cost effectiveness of maintenance contracts, and type of service needed.
• Installs and configures Wi-Fi routers.
• Maintains and supports the Circuit Court Kiosk System used for virtual court sessions.
• Conducts research and tests new technologies to determine compatibility with current systems and hardware, making recommendations to the Director.
• Posts position vacancies on the digital job billboard weekly.
• Remains on-call as needed to provide user support for emergency situations.
• Remains updated in current technology and industry changes as appropriate, including the prevention, identification, and eradication of viruses, malware, and other security threats to end user technical systems.
  

SECONDARY DUTIES AND RESPONSIBILITIES:

• Provides backup to Help Desk Analyst and other Information Systems staff as appropriate.
• Performs other related duties as required.
  

PERSONNEL SUPERVISED:

None

PHYSICAL REQUIREMENTS:

Ability to communicate effectively in person and by telephone, individually and to groups.

Digital dexterity necessary for keyboard operation and equipment repair and installation.

Visual acuity necessary for gathering information from a computer screen, repairing equipment, and installation of hardware and software.

Ability to hear and speak sufficiently to orally communicate information in-person and by telephone.

Ability to lift and carry loads up to twenty pounds.

Ability to turn, bend, stoop, crouch, and kneel in the installation of equipment.

Ability to climb stools and ladders to run wires and cables.

WORKING CONDITIONS:

Work is performed in a smoking restricted office environment. Position will be required to make occasional trips to various County offices.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

Considerable knowledge of the concepts, operating systems, software, and hardware of host and local area network computer systems.

Considerable knowledge of the capabilities and technical requirements of computer hardware, technical support equipment, and communication systems.

Good knowledge of the prevention, identification, and eradication of viruses, malware, and other threats to end-user technical systems.

Good knowledge of digital information display systems to include software interfaces, associated hardware, configuration, and support.

Some knowledge of audio/video systems software and hardware to include A/V system control systems, projectors, display screens, sounds systems, and internet interface.

Advanced knowledge of Apple technology to include setup, administration, configuration, and security.

Advanced knowledge of cloud-based storage systems, including setup, administration, configuration, and security.

Advanced knowledge of Windows and Microsoft systems and software, including Office 365 and One-Drive.

Ability to explain technical problems to nontechnical employees.

Ability to install and configure computers and associated hardware, software, and peripheral equipment.

Ability to identify and correct malfunctions within computer systems, hardware, software, or peripheral equipment.

Ability to evaluate hardware and software for determination of compatibility with existing systems and effectiveness for meeting user needs.

Ability to establish and maintain a detailed record-keeping system.

Ability to remain on-call on an occasional basis to provide user support.

Skill in the operation of a computer and associated hardware, software, and peripheral equipment.

Skill in the setup and use of audio/visual equipment.

MINIMUM QUALIFICATIONS:

Completion of associate degree in computer science or related field; considerable experience with the design, maintenance, and installation of computers and peripheral hardware, communications equipment, or related systems; or any equivalent combination of experience and training which provide the required skills, knowledge, and abilities.

ADDITIONAL REQUIREMENTS:

Must possess or be able to obtain an Arkansas Driver’s License.

Employment is contingent upon successful completion of a criminal background check.

PREFERENCES:

Certifications in Hardware, PC Based Software, and End User Software.

Bachelor’s degree in computer science or a related field.

ACCESSIBILITY NOTICE: If you are an individual with disabilities who needs accommodation or you are having difficulty using or website to apply for employment, please contact humanresources@pulaskicounty.net or call (501) 340-6110.