Functional Support Analyst I-11020 (Service Desk)

JOB SUMMARY

Responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating those requests when needed. These requests include but are not limited to: providing technical assistance to users of personal computers, assisting with desktop publishing as well as with web-based applications (to include maintaining, upgrading, customizing and troubleshooting applications and/or systems software and peripheral devices). Problem resolution tasks may involve the use of diagnostic and help request tracking tools, as well as requiring the provision of in-person, hands-on help at the desktop level for end users.

STARTING SALARY: $25.65 hourly/ $53,352.00 annually

CORE COMPETENCIES

• Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals

JOB SPECIFIC COMPETENCIES

• Knowledge of assigned functional area and applicable inter-local government agencies’ business processes and standards.
• Knowledge of system and functional analysis methods.
• Knowledge in the use of various reference and online resources to solve application problems.
• Knowledge of basic computer hardware, including desktops, printers and peripheral devices.
• Knowledge of desktop configuration including Windows 7 operating system and higher.
• Knowledge with Microsoft office and related products.
• Knowledge of applicable business processes and standards.
• Skill in verbal and written communication of technical information to non-technical users.
• Ability to maintain effective working relationships in a collaborative team environment.
• Ability to compile, organize, interpret, and analyze data and information to solve application problems.
• Ability to interpret and evaluate system issues from a user perspective.
• Ability to systematically troubleshoot problems and implement corrective action as needed.

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Provides assistance and support to application users in accordance with approved policies and procedures.
• Consults with technical support staff to assist, solve issues, and tracks issues and their resolution in a database system.
• Escalate problems (when required) to the Functional Support Analyst II/III / or Manager.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, utilizing SSCM packages
• Assists in the provisioning of application security.
• Participates in meetings, conference calls, and video conferences, as needed.
• Assists in the facilitation of training sessions, relaying user communications, and maintenance of user manuals, to keep users up-to-date on policies, procedures and processes.
• Utilizes OnBase queues to monitor and process Supplier Maintenance Requests.

Performs other duties as needed, including those performed by subordinate fiscal, financial, and/or clerical staff.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

A Bachelor's Degree in Business, Computers/Information Technology, or related field. Please note: Degree is preferred but will consider candidates with an equivalent combination of education, training and experience that would reasonably be expected to provide the job-specific competencies noted below.

If you are substituting equivalent direct experience, it should be an appropriate combination of education, training, and direct experience that would reasonably provide the job-specific competencies mentioned above.

To complete your application, please attach a copy of your academic transcripts, diploma, or certifications showing that you have attained the minimum qualifications unless you are substituting equivalent direct experience for educational requirements.

The direct experience substitutions for a degree requirement must meet the following standards:

• Two years of direct experience for an Associate’s Degree
• Four years of direct experience for a Bachelor’s Degree
• Six years of direct experience for a Master’s Degree
• Seven years of direct experience for a Professional Degree
• Nine years of direct experience for a Doctoral Degree

Education substitution for experience:

If you are substituting education for the equivalent experience, it should be an appropriate combination of education and training that would reasonably provide the job-specific competencies mentioned above.

The education substitutions for the experience requirement must meet the following standards:

• Associate’s Degree for two years of direct experience
• Bachelor’s Degree for four years of direct experience
• Master’s Degree for six years of direct experience
• Professional Degree for seven years of direct experience
• Doctoral Degree for nine years of direct experience

CERTIFICATION, LICENSE AND SPECIAL REQUIREMENTS

None

PHYSICAL DEMANDS

The work is sedentary and requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body; may also require crouching, feeling, manual dexterity, handling, mental acuity, reaching, repetitive motion, speaking, standing, talking, visual acuity, and walking.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires sensitivity and responsiveness to changes that include goals, priorities, and needs of the organization and position.

JOB CLASS

Unclassified – At-will Employees who serve at the pleasure of the Clerk and do not have appeal rights should they be demoted, suspended, or terminated.

CAREER PATH

• Functional Support Analyst II – Service Desk
• Functional Support Analyst III – Service Desk
• IT Manager – Service Desk
• Senior Director IT
• Chief Information Officer

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.