technology support analyst

University of Texas at El Paso

<div><div><div><h2 class="jobSectionHeader">Position Information</h2><div> 
<div><div>
</div>Hiring Department: VPIR
Reports To: Technology Support Analyst Sr
Job Location: Onsite El Paso
Posting End Date: Open until filled. This posting may close once a sufficient number of qualified applications have been received.
Hours: 40 hours per week, Monday- Sunday, flexibility is needed for evenings and weekends.
FLSA status: non-exempt
Earliest Start Date: As soon as possible.
Salary: $41,500 annually
Required Application Materials:<ul><li>
Resume</li><li>
Cover Letter</li><li>
List of three references</li></ul>
</div></div></div></div><div><div><h2 class="jobSectionHeader">
Position Summary</h2><div> 
<div><div>
 </div>The Technology Support Analyst functions as the key point of contact for all incoming technology requests using a variety of tools and techniques, including phone, chat, e-mail, in-person help and the ticketing management system for Technology Support.
Statement of Duties and Responsibilities:
Deliver a high level of customer service in a collaborative environment with a focus on helping customers resolve issues as a first point of contact.
Deliver clear, concise verbal and written communication and active listening skills to achieve effective problem solving with users of various skill levels.
Mange customer problem tickets until problem resolution has been reached by accurately and efficiently documenting, prioritizing, organizing, tracking and providing consistent customer follow-up.
Administer and manage online account(s) that provide access to the University web portal, O365 portal, Wi-Fi, University computer systems and other miscellaneous web applications.
Perform routine computer and application related problems via remote troubleshooting through diagnostic techniques and pertinent questions.
Deliver software installations/upgrades/patches and license management via remote tools and techniques such as software management software centers and other tools.
Perform configuring/syncing/troubleshooting of mobile operating systems and devices related but not limited to email configuration, Wi-Fi and VPN connection, specialized application and web browser plug-in installation.
Promote &amp; encourage relevant and applicable online customer self-service options.
Participate in technical and customer service training, including self-paced and other staff development activities on an ongoing basis.
Knowledge of all Microsoft Office software and able to learn and use institutional software systems.
Complies with all State and University policies.
Other duties may be assigned. 
Supervisory Responsibilities: Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
</div></div></div></div><div><div><h2 class="jobSectionHeader">
Qualifications</h2><div> 
<div><div>
</div>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Qualifications:
Education: High school diploma or general education degree (GED).
and
Experience: One year of experience, related to the statement of duties 
and responsibilities; or equivalent combination of education and experience. 

</div></div></div></div><div><div><h2 class="jobSectionHeader">
Why Pick UTEP</h2><div> 
<div><div>
</div>The University of Texas at El Paso (UTEP) is a comprehensive public research university that is increasing access to excellent higher education. We advance discovery of public value and positively impact the health, culture, education, and economy of the community we serve.
UTEP is America&rsquo;s leading Hispanic-serving university. Located at the westernmost tip of Texas, where three states and two countries converge along the Rio Grande, 84% of our 26,000 students are Hispanic, and half are the first in their families to go to college. UTEP offers 170 bachelor&rsquo;s, master&rsquo;s and doctoral degree programs at the only open-access, top-tier research university in America.
This is an especially exciting time to join UTEP as it advances the goals of its 2030 Strategic Plan. Built around the institution&rsquo;s core strengths&mdash;its location, its people, its supportive culture, and its community partnerships&mdash;the plan lays out a bold vision for the next decade, aimed at maximizing the University&rsquo;s regional impact and national stature.
About The Department
Information Resources provides a single point of focus for all of UTEP&rsquo;s information resources support services, including information acquisition, storage, processing and dissemination. Constituent organizations include Enterprise Computing, Technology Support, Telecommunications Infrastructure, Information Security, Research Computing, System Integration and the Library. By bringing these organizations together, UTEP realizes a synergy between organizations with complementary expertise, promotes a culture of customer service and achieves improvements in efficiency and effectiveness.
</div></div></div></div><div><div><h2 class="jobSectionHeader">
Miner Perks and Benefits</h2><div> 
<div><div>
</div>What UTEP Offers:<ul><li>
Benefit Package includes: Medical, Prescription, Life Insurance and Wellness platform</li><li>
Voluntary Benefits: Dental, Vision, Additional life insurance, UT Flex, Short and Long - term disability plans</li><li>
Retirement Programs</li><li>
Longevity Pay</li><li>
Paid Vacation &amp; Sick Leave</li><li>
Paid Holidays</li><li>
Employee Discounts &amp; Perks</li><li>
Employee Education Assistance program</li><li>
And much more! Visit our Benefits Summary Page for more information on our additional benefits.</li></ul> 
Disclaimer: Eligibility for perks and benefits may vary based on part-time or full-time employment. 

</div></div></div></div><div><div><h2 class="jobSectionHeader">
Additional Information</h2><div> 
<div><div>
</div>Note: To the extent that this position involves research, work, or access to critical infrastructure as referenced in Executive Order GA-48, being hired for and continuing to be employed in this position requires the ability to maintain the security or integrity of the infrastructure.
The primary accountabilities are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or some of the primary accountabilities listed. Specific tasks or responsibilities will be documented in the incumbents&rsquo; performance objectives as outlined by the incumbents&rsquo; immediate supervisor or manager. This position is security-sensitive and subject to Texas Education Code &sect;51.215, which authorizes the employer to obtain criminal history record information. A valid driver&rsquo;s license issued by the State where the applicant resides and insurability as defined in UTS 157 may be required to perform the position's essential functions.
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee must frequently stand and walk. The employee must regularly sit; use hands to feel; reach with hands and arms; and talk or hear. The employee must lift and move up to 50 pounds.
The noise level for this work environment is usually moderate.
In keeping with its access, excellence, and impact mission, The University of Texas at El Paso is committed to a learning and working environment that honors the talents, respects the differences, and nurtures the growth and development of all. We seek to attract faculty and staff who share our commitment.
The University of Texas at El Paso is an Equal Opportunity Employer. The University does not discriminate on the basis of race, color, national origin, sex, religion, age, disability, genetic information, veteran status, sexual orientation, or gender identity in employment or the provision of services in accordance with state and federal law. Discrimination on the basis of sex includes an employee&rsquo;s or prospective employee&rsquo;s right to be free from sexual harassment under Title IX of the Higher Education Amendments of 1972. Inquiries&mdash;including the filing of a Formal Complaint or reporting an incident&mdash;about the application of Title IX may be referred to the Title IX Coordinator, who can be reached by phone at (915) 747-8358, by email at titleix@utep.edu, or by mail at 500 W. University Ave., El Paso, TX, Kelly Hall, Room 223C.
For accommodation information for employees and applicants with disabilities, please contact UTEP's Equal Opportunity Office at eoaa@utep.edu.</div></div></div></div></div>

Technology Support Analyst

Hitech Advisors

<div>
 
 
 Job Summary:
 
 
 
 We are seeking a proactive and detail-oriented
 
 IT Support Analyst
 
 to join our team. The ideal candidate will have strong experience supporting end users, managing assets, and resolving technical issues across both Windows and Mac environments. This role requires in-depth familiarity with ticketing systems and asset management tools, along with strong communication skills to provide exceptional support across a range of platforms.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Provide front-line IT support for both Windows and Mac users, including hardware and software troubleshooting.
 </li>
 <li>
 Manage and resolve technical tickets using systems such as
 
 ServiceNow
 
 and
 
 Jira
 
 .
 </li>
 <li>
 Support and troubleshoot
 
 AV/Zoom-enabled conference rooms
 
 , ensuring smooth execution of meetings and events.
 </li>
 <li>
 Offer hands-on support for
 
 Zoom
 
 and
 
 Microsoft Teams
 
 platforms.
 </li>
 <li>
 Perform asset management and inventory tracking using tools such as
 
 Oomnitza
 
 ,
 
 Jamf
 
 , and
 
 Zamf
 
 .
 </li>
 <li>
 Administer user accounts and permissions using
 
 Google Admin Console
 
 and
 
 Azure AD
 
 .
 </li>
 <li>
 Collaborate with cross-functional teams to ensure timely resolution of issues and improve the overall IT support process.
 </li>
 <li>
 Maintain documentation of support processes, recurring issues, and solutions.
 </li>
 </ul>
 
 
</div>

Information Technology Support Analyst

Bank of America

<div>Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. 
 
Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates&rsquo; physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. 
 
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. 
 
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! 
Job Description: 
This job is responsible for supporting users in an elevated desktop support role. Key responsibilities include performing complex technical problem resolution of hardware and software issues remotely, by telephone, and/or on location for end users. Job expectations include working proactively to perform analytical, technical, and administrative functions, communicating technical information to clients and partners with care and empathy, and supporting peers and team members as needed.
This role involves troubleshooting of Microsoft operating systems, applications, and proprietary Bank of America systems. The resource is expected to have excellent Customer Service, verbal and written skills. Responsibilities include but not limited to end to end resolution of incidents within the ITSM framework, assisting with software deployment, provisioning hardware requests. Position needs to be organized and detailed, with strong follow-up skills. Takes ownership for managing risk during all job activities. 
Responsibilities:<ul><li>
Supports execution of the day-to-day restoration of incidents and work orders for hardware and software and ensures adherence to agreed upon service levels</li><li>
Facilitates the resolution of reactive and proactive problems throughout the service lifecycle and follows incident and service management processes</li><li>
Interfaces between end users and third party hardware vendors to resolve hardware dispatch tickets</li><li>
Partners with peer technology support teams, including desktop engineering, product managers, and application support teams to identify resolutions to incidents</li><li>
Investigates complex technology incidents to diagnose and resolve underlying causes impacting end users</li></ul>
Required Qualifications:
Windows 11, Office 365, Mobility, iPhone, Teams, Zoom, WebEx, HVD, Excel, PowerPoint, Powershell, Splunk
Desired Qualifications:
<ul><li>Active Listening</li><li>
Analytical Thinking</li><li>
Problem Solving</li><li>
Production Support</li><li>
Technical Troubleshooting</li><li>
Attention to Detail</li><li>
Customer and Client Focus</li><li>
Emotional Intelligence</li><li>
Issue Management</li><li>
Oral Communications</li><li>
Adaptability</li><li>
Critical Thinking</li><li>
Risk Management</li><li>
Written Communications</li></ul>
Skills:<ul><li>
Active Listening</li><li>
Analytical Thinking</li><li>
Problem Solving</li><li>
Production Support</li><li>
Technical Troubleshooting</li><li>
Attention to Detail</li><li>
Customer and Client Focus</li><li>
Emotional Intelligence</li><li>
Issue Management</li><li>
Oral Communications</li><li>
Adaptability</li><li>
Critical Thinking</li><li>
Risk Management</li><li>
Written Communications</li></ul>
Shift:
1st shift (United States of America)
Hours Per Week:
40</div>

Technology Support Sr. Analyst

JustinBradley

<div>
 
 
 JustinBradley&rsquo;s client, a global leader in streaming and gaming, is hiring an IT Support Analyst!
 
 
 
 Our client&rsquo;s IT Shared Services team is seeking a hands-on, customer-focused IT Support Analyst to support studio operations and ensure seamless day-to-day performance across their gaming IT environment.
 
 
 This is a dynamic, high-visibility role supporting approximately 70 Windows and Mac users in a fast-paced studio setting. The ideal candidate is self-motivated, solution-oriented, and takes full ownership of issues from intake through resolution.
 
 
 
 
 
 What You&rsquo;ll Do
 
 <ul>
 <li>
 Provide on-site IT support for Windows and Mac environments
 </li>
 <li>
 Troubleshoot desktop, Active Directory, networking, and server-related issues
 </li>
 <li>
 Support conference room technology and studio infrastructure needs
 </li>
 <li>
 Deploy and maintain workstations, patches, and security updates (SCCM/JAMF)
 </li>
 <li>
 Administer SaaS platforms (Box, Aspera, Atlassian, Zoom, PagerDuty, Trello, Okta, AWS)
 </li>
 <li>
 Manage user provisioning, identity access, and Active Directory group membership
 </li>
 <li>
 Monitor and triage support tickets (Jira Service Desk) to ensure timely resolution
 </li>
 <li>
 Onboard new hires with fully configured systems and access provisioning
 </li>
 <li>
 Document procedures and collaborate with broader enterprise technology teams
 </li>
 </ul>
 
 
 
 
 What You Bring
 
 <ul>
 <li>
 3+ years of IT support experience in a corporate environment
 </li>
 <li>
 Strong experience with Windows, Windows Server, and macOS
 </li>
 <li>
 Familiarity with SCCM, JAMF, and automated software/OS deployment
 </li>
 <li>
 SaaS administration and identity management experience
 </li>
 <li>
 Working knowledge of TCP/IP networking (LAN/WAN)
 </li>
 <li>
 Experience with Mobile Device Management (MDM)
 </li>
 <li>
 Basic scripting knowledge for task automation
 </li>
 <li>
 Service Desk experience (Jira preferred)
 </li>
 <li>
 College degree preferred
 </li>
 </ul>
 
 
 
 
 
 JustinBradley is an EO employer &ndash; Veterans/Disabled and other protected categories
 
 
</div>

IT Support Analyst

Piper Sandler

<div>Job Description:
At Piper Sandler, we connect capital with opportunity to build a better future.
We believe that diverse teams with unique backgrounds, skills and experiences yield more innovative solutions. This is reflected in our commitment to engage, hire, and retain bright, committed people to work in partnership within an inclusive environment that allows each person to achieve personal success and add value to our teams and communities.
We are seeking a Technology Control Analyst to join our Technology Control Business Continuity group in Minneapolis, MN.
About the Role
The Technology Control Analyst will be reporting to the Director of Technology Control. You will support technology governance, operational resiliency, and risk management across the firm. This position offers hands-on experience in business continuity planning, vendor management, IT service management, records management, and physical security.
Responsibilities
Business Continuity and Resiliency<ul><li>
Support review and updating of Business Continuity Plans (BCPs) and runbooks for various business lines</li><li>
Assist in conducting testing for vendor and internally hosted applications to improve failover times and align Recovery Time Objectives (RTOs)</li><li>
Help maintain the firm&rsquo;s Crisis Communication tools and ensure employee data is accurate for emergency notifications</li><li>
Coordinate planned power outages and maintenance visits (HVAC, UPS, controls monitoring)</li><li>
Participate in post-incident reviews and document resiliency improvements</li></ul>
Vendor Management &amp; ESG Reporting<ul><li>
Support mapping of applications and services to vendors for improved tracking and visibility</li><li>
Develop advanced reports utilizing complex queries and pivot tables in Excel and PowerBI</li><li>
Ensure all vendors are assessed and follow the vendor management process collaborating with both vendor contacts and internal vendor owners</li><li>
Gather relevant ESG information for annual reporting</li></ul>
Technology Change, Incident, and Problem Management<ul><li>
Assist with design and testing of processes in ServiceNow related to Change, Incident, and Problem Management</li><li>
Facilitate regular technology production operations reporting to review and align on change, incident, and problem management</li><li>
Review and update training materials and procedures for technology teams</li><li>
Prepare and update technology control dashboards and monthly reports and reviews</li><li>
Assist with technology control projects and enhancements</li></ul>
Books and Records Management<ul><li>
Support lifecycle management of physical and electronic records, identifying documents for destruction to reduce storage costs and mitigate legal risk</li><li>
Assist in reconciling retention schedules against regulatory requirements (e.g., FINRA) and identify compliance gaps</li><li>
Analyze vendor invoices for accuracy and support development of automated reconciliation solutions</li></ul>
Physical Security Administration<ul><li>
Administer physical security systems (Brivo, Alta) including managing platform access globally</li><li>
Resolve badge access break-fix issues and generate ad-hoc access reports</li><li>
Coordinate with facilities teams on security system maintenance, upgrades, and decommissioning projects</li><li>
Conduct periodic badge access audits</li></ul>
Qualifications<ul><li>
1-3 years of relevant experience in business analysis, technology operations, IT service management, or risk management</li><li>
Bachelor's degree</li></ul><ul><li>
Strong proficiency in Microsoft Excel (pivot tables, complex formulas, data manipulation)</li><li>
Experience with ServiceNow or similar ITSM platforms preferred</li><li>
Knowledge of ITIL v4 framework</li><li>
Experience with PowerBI or data visualization tools preferred</li><li>
Process automation experience a plus</li></ul><ul><li>
Understanding of business continuity principles preferred</li><li>
Familiarity with regulatory requirements (FINRA, SEC) a plus</li></ul><ul><li>
Critical thinker with self-directed approach and ability to influence change</li><li>
Strong communication and analytical skills</li><li>
Motivated self-starter with drive to learn business objectives and products</li><li>
Detail-oriented with ability to manage multiple priorities</li><li>
Experience collaborating with cross-organizational groups</li><li>
Willingness to travel as needed</li></ul>
As a leading investment bank, we enable growth and success for our clients through deep sector expertise, candid advice and a differentiated, highly productive culture.
Our human capital, technology, marketing and other corporate support teams work with our business partners to maximize each employee. We understand the dynamic nature of the industry and work alongside our company strategies. Learn more about our firm here.
Piper Sandler values a strong culture dedicated to the emotional and physical well-being of our employees. Learn more about our commitment to our employee&rsquo;s health, well-being, our benefits program and how we are here for our employees and their families today, tomorrow and beyond here.
The anticipated starting salary range for individuals expressing interest in this position is $65,000 &ndash; 85,000 per year. Placement within this range is dependent upon level of experience, location and other factors. This position is eligible for annual incentive compensation which will be a part of the total compensation.
Total compensation for this position will be competitive with the market.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, status as a protected veteran or status with regard to public assistance.
#LI-AH1</div>

Technology Control Analyst

<div><div>IT Service Management Analyst</div>
Role description summary

The IT Service Management Analyst plays a critical role in ensuring the reliability, efficiency, and financial sustainability of SES&rsquo;s IT services and cloud environments. This role combines IT Service Management (ITSM) analytics with cost optimization practices, transforming operational and financial data into actionable insights.

You will transform service and financial data into actionable insights, monitor the health of IT operations through KPIs, analyze software and cloud usage, and support continuous improvement across core ITSM processes. Working closely with IT, engineering, finance, and external partners, you will help ensure IT services are both operationally robust and cost-effective across the organization.

This role is ideal for a data-driven professional who enjoys improving how IT services are delivered while maintaining strong financial discipline.

Primary responsibilities / Key result areas
<ul>
<li>IT Service Management &amp; Performance Analytics</li>
</ul><ul><li>Collect, analyze, and report on IT service metrics (e.g., SLA compliance, response and resolution times, service availability) to identify trends, risks, and improvement opportunities.</li>
<li>Assist in the design, development, and maintenance of BI dashboards and ensure dashboards are up-to-date, accurate, and provide meaningful insights to stakeholders.</li>
<li>Support incident, change, and problem management activities, including meeting preparation, action tracking, and ensuring data quality within ITSM platforms.</li>
<li>Design and run service-related surveys (e.g., user satisfaction or Copilot surveys), analyze results, and provide actionable insights to improve service quality.</li>
<li>Coordinate service governance routines and recurring service review meetings with internal teams and operational partners; track service performance, issues, and improvement actions.</li>
</ul><ul><li>Financial &amp; Cost Management (Supporting Responsibility)</li>
</ul><ul><li>Analyze IT, software, and cloud cost data (AWS, Azure, GCP) to identify trends, anomalies, and cost optimization opportunities</li>
<li>Develop and maintain dashboards and reports using Power BI to present clear financial and operational insights to technical and non-technical stakeholders.</li>
<li>Define, track, and report on KPIs related to service efficiency, usage, and cost management to support informed decision-making.</li>
<li>Support budgeting and forecasting</li></ul> 
<div></div>
<ul>
<li>Software &amp; License Management</li>
</ul><ul><li>Monitor and analyze software license usage (on-prem and SaaS), ensuring compliance with licensing agreements.</li>
<li>Identify optimization opportunities to reduce software spend and mitigate compliance risks.</li>
<li>Maintain accurate license entitlement and usage records and provide recommendations to stakeholders.</li>
</ul><ul><li>Continuous Improvement &amp; Stakeholder Collaboration</li>
</ul><ul><li>Review existing ITSM and cost management processes to identify inefficiencies and recommend improvements or automation where appropriate.</li>
<li>Work closely with IT teams to support optimization initiatives and ensure shared understanding of service performance and cost drivers.</li>
</ul>
Qualifications, Experience &amp; Attributes
<ul>
<li>Bachelor&rsquo;s/master&rsquo;s degree in information technology, Computer Science, Data Science, Business Administration or similar; ITIL Foundation certification is a strong plus.</li>
<li>2-4 years of experience in IT service management, data analytics or business intelligence, with exposure to change/incident/problem management processes.</li>
<li>Exposure to FinOps</li>
<li>Proficiency in Power BI, Power apps and strong Excel skills; experience with service‑management platforms (ServiceNow) and license‑management tools is advantageous.</li>
<li>Solid understanding of key ITSM metrics and ability to interpret data trends to drive decisions.</li>
<li>Strong analytical, organisational and problem-solving skills; able to manage multiple tasks and stakeholders simultaneously.</li>
</ul>
COMPETENCIES
<ul>
<li>Skilled in data analysis, identifying patterns, and delivering clear insights.</li>
<li>Demonstrated commitment to service quality and continuous improvement.</li>
<li>Comfortable working cross‑functionally and presenting complex information neatly.</li>
<li>Familiarity with ITIL practices and able to follow and contribute to process documentation.</li>
</ul>
Other key requirements / comments
<ul>
<li>Proactive and self‑driven, able to identify and pursue opportunities for operational improvement.</li>
<li>Willingness to adapt to evolving priorities and dealing with diverse topics.</li></ul></div><div></div>

IT Service Management Analyst

King County, WA

<div><div><div><h2 class="jobSectionHeader">Summary</h2></div> 
<div> 
 
 
<div>This opportunity is open to all current King County employees and the general public.</div><div>
King County Information Technology's (KCIT) Operations and Infrastructure team is seeking a Technology Service Analyst. This individual will provide Level 1 technology support in collaboration with KCIT Support Teams. The successful candidate will manage and resolve assigned tickets using KCIT&rsquo;s IT Service Management tool (Cherwell). Primary responsibilities include workstation support&mdash;covering software, hardware, printer queues, and other workstation-related tasks.</div> 
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation. 
 
KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx</div> 

<div><h2 class="jobSectionHeader">Job Duties</h2></div>
<div><ul><li>Demonstrated experience with current enterprise client management tools such as imaging tools, storage encryption tools, enterprise antivirus, SCCM, Active Directory, Remote Assistance Tools, Windows Operating systems, Microsoft Office, and Microsoft Teams.</li><li>
Troubleshoot, research, and resolve end user standard applications (custom and commercial off-the shelf) issues in workstations with multiple platforms and operating systems at a high technical level.</li><li>
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation</li><li>
hardware/software.</li><li>
Resolve end user workstation, printer, software and peripheral problems on a variety of systems.</li><li>
May be required to provide onsite support services to customers in solving problems incurred in the installation and/or operation of hardware/software products.</li><li>
May be required to provide support by answering helpdesk calls, answering live support chats, responding to web portal tickets.</li><li>
Manage multiple types of employee and non-employee accounts by creating, editing and restoring access.</li><li>
Manage Cherwell ticket queues to promptly and accurately escalate tickets that cannot be completed.</li><li>
Apply and remove permissions to user accounts.</li><li>
Enable and disable user accounts for multiple enterprise type accounts.</li><li>
Manage the IT related process of On-Boarding and Off-Boarding of employees.</li><li>
Perform preliminary troubleshooting of business applications.</li><li>
May run Major Incident process.</li><li>
Train other staff members on assigned processes and technologies.</li><li>
Provide support between the three King County Correctional Facilities.</li><li>
May be required to drive to different county locations to provide workstation support.</li><li>
May be required to write technical documentation.</li><li>
Other duties as assigned.</li></ul></div>
<div><h2 class="jobSectionHeader">Experience, Qualifications, Knowledge, Skills</h2></div>
<div><ul><li>At least one year of demonstrated experience providing workstation support, end user support, troubleshooting computer equipment, resolving end user applications and troubleshooting network connectivity issues.</li><li>
Demonstrated experience providing support for recent Microsoft Operating Systems and Microsoft Office Suites (E.g. Win 11, Office 2016, 365).</li><li>
Ability to use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware or software.</li><li>
Ability to address security issues by utilizing appropriate tools.</li><li>
Experience with Microsoft Teams.</li><li>
Experience working with an IT service management tool.</li><li>
Experience with building/imaging computer hardware utilizing SCCM</li><li>
Experience with application deployment methodologies through SCCM including troubleshooting processes</li><li>
Knowledge of local area networks and related systems, hardware / software installation and configuration, systems integration, and VPN network connectivity issues</li><li>
Knowledge of level 1, cloud-based technologies such as OneDrive, SharePoint, etc.</li><li>
Strong troubleshooting, analytical and problem-solving skills</li><li>
Familiarity with mobile device management tools and best practices</li><li>
Ability to establish and maintain exceptional customer relationships</li><li>
Skill in collaborating effectively with management, peers, other KCIT service teams and customers</li><li>
Skill in building consensus and coming to a resolution among a diverse group of individuals with conflicting viewpoints</li><li>
Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and easily coachable</li><li>
Ability to communicate orally or in writing; including the ability to communicate complex technical information to a non-technical audience</li><li>
Skill in handling multiple competing priorities</li><li>
Skilled in writing and editing technical documentation.</li></ul> 
Desired Qualifications 
<ul><li>
Three or more years of demonstrated experience providing workstation support, end user support, troubleshooting computer equipment, resolving end user applications and troubleshooting network connectivity issues.</li><li>
Experience working with the Cherwell IT Service Management tool.</li><li>
Understanding of ITIL (Information Technology Infrastructure Library) process.</li><li>
CompTIA A+ Certification.</li><li>
Microsoft Technology Associate Certifications.</li><li>
Degree in Computer Science or related field.</li></ul></div>
<div><h2 class="jobSectionHeader">Supplemental Information</h2></div>
<div>Onsite Work
The work associated with this position will be performed 100% onsite. Employees in this role will provide support at various King County correctional facilities. Additionally, this position will require work within the secure perimeter of the facilities and will have daily exposure and be in close proximity to inmates and staff/officers that carry weapons.
Other Requirements 
<ul><li>
Criminal Justice Information Services (CJIS) background check will be required for the successful candidate (CJIS Data and CJIS Unescorted Access).</li><li>
Successful completion of criminal background check and fingerprinting</li><li>
Lift and carry up to 50 pounds with reasonable accommodations</li><li>
May be responsible for the physical loading, unloading and/or sorting of equipment and boxes of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, placing, as well as physical bending, twisting, kneeling, stooping, or crawling in a safe and efficient manner</li><li>
Valid WA State driver&rsquo;s license.</li></ul> 

Classification
Technology Services Analyst - 738801
Union
This position is represented by PROTEC17-Information Tech
Work Schedule
The normal work week for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is FLSA Exempt and is not eligible for overtime pay. 
**This position participates in an After-Hours Support Rotation 
Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our &quot;True North&quot;, we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans. 
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation. 
Are you ready to APPLY!?
The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies.
A completed King County Application detailing your experience and qualifications is required. Applications submitted without all material will not be considered.
Questions
If you have questions regarding this recruitment, please contact Ira Becton, irbecton@kingcounty.gov or 206-492-6919.</div></div></div>

Technology Services Analyst

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