Job Summary

The Support Services Analyst I is responsible for Tier 1 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 1 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.