Analyst Suppt Svcs IT II - OKC

Job Summary: The Support Services Analyst II is responsible for Tier 2 desk-side computer hardware and software support, configuration, deployment, installation, inventory, and troubleshooting. This is a fully onsite position requiring a physical presence at agency locations to facilitate hardware deployment and face-to-face user assistance. Position Specific Duties & Responsibilities Provide Tier 2 desk-side and Help Desk support for desktop hardware, software, and network connectivity. Resolve issues through remote and on-site assistance, ensuring timely ticket closure in the ITIL-based tracking system. Configure, deploy, and maintain technology equipment such as computers, printers, scanners, and peripherals. Manage hardware and software inventory and ensure accurate documentation. Collaborate with IT Engineering on projects and infrastructure improvements. Complete special projects as assigned, prioritizing tasks with the IT Support Services Manager. Provide technical assistance for agency events and maintain organized IT labs and work areas. Assist in acquiring network equipment, computers, and peripherals. Research and recommend hardware and software solutions to meet agency needs. Participate in ongoing training programs and maintain technical proficiency. Support end-user training and provide guidance on technology use. Work with vendor technical support to diagnose and resolve hardware/software problems. Qualifications Education Must be a high school graduate or have HS equivalent Associate's degree preferred Experience Experience in computer maintenance and user support required. Performance Competencies Communication Decision Making Engagement Initiative and Accountability Interpersonal Learning Organizational Alignment Quality of Work Knowledge/Skills/Abilities Ability to work with the public, maintain an effective working relationship with agency employees, always maintain a professional manner, and maintain confidentiality. Must have outstanding interpersonal, communication, presentation, and computer skills. Must be independent, a self-starter, multi-task oriented, and energetic. Must be able to work closely with vendors, support agencies, and staff at multiple agencies. Must be able to work non-standard hours to complete projects, assist with infrastructure conditions, and as work demands. Strong understanding of technologies and processes. Experience supporting remote users. Strong knowledge of technology Certifications/Licenses Must possess a valid Driver License and satisfactory driving record to use agency and/or personal automobile to travel to locations other than primary office. Safety Sensitive Job Classification This job is classified as a “safety-sensitive” position as defined by the Oklahoma Medical Marijuana and Patient Protection Act. Due to the “safety-sensitive” classification, an employee in this position would be subject to drug and alcohol testing, including random testing. Marijuana is one of the substances included in the drug panel screening. Possession of a medical marijuana license will not excuse you from the testing process or the consequences of testing positive for marijuana per the Family & Children’s Services Drug Free Workplace Policy, including possible revocation of a job offer or dismissal from employment. #J-18808-Ljbffr Family & Children's Services