IT Support Analyst

San Diego, CA

Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

The responsibilities of this role include:

Working under close supervision.
Taking responsibility for own work and making decisions with limited impact; impact of decisions is readily apparent; errors made typically only impact timeline (i.e., require additional time to correct).
Using verbal and written communication skills to convey basic, routine factual information about day-to-day activities to others who are fully knowledgeable in the subject area.
Completing tasks that require multiple steps that must be performed in a specific order, using directions or manuals that accurately document the steps necessary to perform the tasks.
Using deductive problem solving required to solve moderately complex problems; most problems have defined processes of diagnosis/detection; some limited data analysis may be required.
Exercising some creativity may be required to troubleshoot technical problems or deal with novel circumstances.

MINIMUM QUALIFICATIONS:

High School Diploma or equivalent.
1+ years experience in IT or Engineering Support or related area.
1+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).

PREFERRED QUALIFICATIONS:

Bachelor's degree in IT-relevant field.

PHYSICAL REQUIREMENTS:

Frequently transports between offices, buildings, and campuses up to 2 miles.
Frequently transports and installs equipment up to 40 lbs.
Performs required tasks at various heights (e.g., standing or sitting).
Monitors and utilizes computers and test equipment for more than 6 hours a day.
Continuous communication which includes the comprehension of information with colleagues, customers, and vendors both in person and remotely

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Supports troubleshooting efforts to identify routine and moderately complex problems.
Follows standard operating procedures.
Seeks out learning opportunities and feedback to increase own knowledge and skill using internal and external training resources.
Provides first or second level support to resolve problems with products, applications, and devices.
Communicates with project lead via email and direct conversation to provide project status updates and information about impending obstacles.
Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
Understands the importance of contributions from individuals of varying backgrounds, locations, and cultures.
Completes moderate technical tasks assigned by more senior personnel.
Follows procedures for incident escalation and notification to appropriate resources.
Resolves routine problems and attempts to resolve complex problems.
Reviews information (e.g., procedures, installation, configuration) related to new support.
Adapts to moderate changes and setbacks in order to manage pressure and meet deadlines.
Contributes to the knowledge repository for routine and moderately complex technical support.

IT CORE COMPETENCIES:

Accountability - Hold one’s self and others accountable for measurable quality, timely and cost-effective results, and accepts responsibility for impacts to the business and changes to business processes.
Adaptability - Adjusting own behaviors to work efficiently and effectively in light of new information, changing situations and/or different environments.
Collaboration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
Communication - The ability to effectively exchange information with stakeholders in addition to the ability to accurately hear and understand the partially expressed thoughts, feelings, and concerns of others.
Financial Acumen - Ability to understand in-depth financial information that can be used to make meaningful insights to drive business growth in a safe and transparent environment.
Influence - The ability to accomplish goals through others.
People Development - Models and creates an environment that promotes career development.
Strategic Focus - Applies a comprehensive approach using business acumen and industry research to solve systematic complexities that promote growth.

ADDITIONAL COMPETENCIES:

(All competencies below are required upon entry)

Analytical Skills - The ability to collect information and identify fundamental patterns/trends in data. This includes the ability to gather, integrate, and interpret information from several sources.
Escalation Management - Knowledge of the procedures for incident escalation. This includes understanding when to escalate as required in a timely manner.
Focusing on the Customer - The ability to effectively identify and address key customer needs. This includes leading others to maintain focus on customers and seeking information to uncover a true client need.
IT Expertise- Basic knowledge of major operating systems, major enterprise software applications, hardware, and middleware. This includes the ability to understand some development and testing and analysis methodologies.
Software Knowledge- The ability to understand and troubleshoot basic issues with major operating systems (e.g., Windows, Mac OS, Linux) and enterprise applications (e.g., Java) in order to administer repairs, upgrades, and re-imaging.
Taking Initiative - The ability to attack work activities with drive and energy, understand the impact of work on key metrics, and make decisions that are in the company's best interest. This includes not being afraid to initiate action before all the facts are known, and driving value-added work tasks to completion.
Technical Troubleshooting - Knowledge of systematic approaches to solving common technical problems (e.g., hardware, software, application, operational). This includes the ability to identify problems and report and escalate problems according to established procedures, and the ability to identify available information resources for troubleshooting.
Workstation Hardware - The ability to conduct the installation and standard configuration of hardware in an end-user PC/workstation environment, conduct routine maintenance, and update hardware components as needed while adhering to relevant organizational protocols for hardware installation, configuration, and maintenance. This also includes basic knowledge of printer, phone, and mobile device hardware.
Workstation Software - Thorough understanding of desktop operating systems such as Windows and OSX, including a thorough understanding of the full Microsoft Office Suite with an emphasis on Outlook, Word, and Excel. This also includes the ability to troubleshoot basic to intermediate software issues relating to the operating system or end-user applications.

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