A Technology Support Analyst provides timely front-line technology support to include coordination, diagnoses and troubleshooting incoming employee calls and HelpDesk requests. Performs user administration functions for new hires, staff changes, and terminations.

Responsibilities:

• Provide assistance to employees for Howard Center Agency-supported hardware, software and associated business tools using a variety of troubleshooting methods in order to diagnose and resolve the actual problem
• Identify, research, and resolve moderately complex technical issues as presented from users; use escalation procedures when additional support is required
• Develops document, and implement standard operating procedures and customer service guidelines relating to IT support
• Categorize and prioritize service requests by maintaining HelpDesk system with up-to-date status information and follow up support
• Coordinate external vendors for provision of support services as-needed
• Perform related duties as assigned, within your scope of practice

Requirements:

• Two years supporting a computer user environment. Knowledge of commonly used computer concepts, practices, and procedures
• Understanding of basic networking, servers and workstations
• Strong analytical and technical experience