IT Specialist I - Support Analyst
Metropolitan St. Louis Sewer District - St. Louis, MO
posted 3 months ago
About the position
The IT Specialist I - Support Analyst position at the Metropolitan St. Louis Sewer District involves providing essential technical support and services under the general direction of the IT Support Services Supervisor. This role is pivotal in ensuring that hardware and software are installed and maintained according to industry standards. The specialist will be responsible for building and maintaining strong relationships with key stakeholders and leaders within the organization to facilitate open communication and set clear expectations regarding end-user application service delivery. In this role, the IT Specialist will assess and troubleshoot individual problems related to network infrastructure and desktop systems, whether through phone support, in-person assistance, or online troubleshooting. The specialist will propose hardware and software solutions, including necessary upgrades, and act as a point of escalation for support and active initiatives. Responsibilities also include providing technical support for installations, upgrades, and repairs of computers and peripheral devices, configuring printers, and installing packaged software on both new and existing workstations. The position requires the production of documentation, knowledge transfer, and training for stakeholders, as well as performing moderately complex analyses related to existing or proposed technologies. The IT Specialist will recommend and implement changes in equipment, business systems, software, and procedures, collaborating with Service Delivery Management, Business Technology Partners, and Infrastructure Teams to initiate and execute projects. This includes resource planning, estimation, governance, approval, and project kickoff. Additionally, the specialist will develop and maintain documentation of procedures, installation sequences, standards, configurations, and settings. They will troubleshoot and document incidents, requests, and changes, ensuring adequate detail and escalation paths are followed. Coordination of work projects, such as transitioning to new hardware or software, and providing technical support to employees in information processing departments are also key responsibilities. Engaging with customers to understand their needs and improvement opportunities is essential to ensure alignment with business strategic objectives. The IT Specialist will review completed projects or computer programs to ensure compatibility and that goals are met, assist in training workers on new software or hardware, and provide regular status reports and health metrics to Service Delivery Management.
Responsibilities
- Assess and troubleshoot individual problems associated with network infrastructure and desktop systems software applications and hardware.
- Propose hardware and software solutions, including upgrades.
- Act as a point of escalation for support and active initiatives.
- Provide technical support for installs, upgrades, and repairs to computers and peripheral devices.
- Install and configure printers and packaged software programs on workstations.
- Produce documentation, knowledge transfer, and training for stakeholders.
- Perform moderately complex analysis related to existing or proposed technologies.
- Recommend and implement changes in equipment, business systems, software, and procedures.
- Collaborate with Service Delivery Management, Business Technology Partners, and Infrastructure Teams to initiate and execute projects.
- Develop and maintain documentation of procedures, installation sequences, standards, configurations, and settings.
- Troubleshoot and document incidents, requests, and changes with adequate detail.
- Coordinate work projects, such as converting to new hardware or software.
- Engage with customers to understand their needs and improvement opportunities.
- Review completed projects or computer programs to ensure goals are met and compatibility with existing programs.
- Assist in training workers in the use of new software or hardware.
- Provide status reports and health metrics to Service Delivery Management.
Requirements
- Associate's Degree or 60 college credit hours.
- Six years of IT experience.
- Experience with ITIL framework and IT product methodologies.
- Familiarity with support escalation processes and paths.
- Experience working on technology and application development projects.
- Strong listening skills and research skills with attention to detail.
- Experience developing data and/or process flows.
- Ability to work independently and proactively.
- Excellent organizational, analytical, and independent problem-solving skills.
- Ability to contribute and collaborate effectively as a member of a team.
- Demonstrated proficiency in Microsoft 365, Azure, Entra ID, Windows 10/11, Intune, SCCM/MCCM, Powershell, Print Services, and Oracle Cloud.
Nice-to-haves
- Experience working closely with team members during solution development and product launch.
