Analyst Support IT II

Analyst Support IT II

The Support Services Analyst II is responsible for Tier 2 advanced desk-side computer hardware, software, and network support. This role serves as a key escalation point for complex technical problems and ensures smooth IT operations by mentoring analyst I's. This is a fully onsite position requiring a physical presence at agency locations to facilitate hardware deployment, advanced troubleshooting, and face-to-face user assistance.

Position Specific Duties & Responsibilities:

• Provide advanced troubleshooting and resolution for complex hardware, software, and network issues, including escalations from Support Services Analyst
• Collaborate with IT Engineering and vendors to resolve enterprise-level technical problems.
• Create and maintain technical documentation, including SOPs, knowledge base articles, and configuration guides.
• Mentor IT support analysts, balance workloads, and assist with skill development.
• Align service desk workflows with ITIL v4 principles and implement process improvements.
• Ensure end-user devices are secure, compliant, and provisioned accurately and on time.
• Deliver training on core IT systems (e.g., Microsoft 365) and monitor workstation health.
• Lead special projects and coordinate priorities with the Manager of IT Support Services.
• Generate service desk performance reports and manage support requests via FreshService and remote tools.
• Maintain organized IT labs and oversee computer testing and training environments.
• Research and recommend new hardware and software solutions for agency adoption.

Qualifications:

Education:

• Must be a high school graduate or have HS equivalent
• Bachelor's degree preferred

Experience:

• 3+ Years of level I or II technical/service based experience required.
• Experience with ticketing systems.
• Experience in delivering ITIL Service Desk objectives in a service management capacity.
• Experience in installing, maintaining, and supporting enterprise IT equipment and software.

Performance Competencies:

• Communication
• Decision Making
• Engagement
• Initiative and Accountability
• Interpersonal
• Learning
• Organizational Alignment
• Quality of Work

Knowledge/Skills/Abilities:

• Onsite Presence: Availability to work onsite at designated agency locations during standard business hours.
• Advanced Technical Depth: In-depth understanding of operating systems (Windows, MacOS) and networking concepts (TCP/IP, DNS, DHCP, VPNs, firewalls).
• Documentation Skills: Strong technical writing skills with the ability to translate complex technical processes into clear, actionable instructions for both IT staff and end-users.
• Problem Solving: Strong analytical skills to diagnose complex technical problems under high-pressure situations.
• Communication: Excellent interpersonal and communication skills for interacting with both non-technical staff and specialized IT engineering teams.
• Initiative: Ability to work independently, handle critical IT incidents, and take initiative on IT infrastructure improvements.

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.

Other Information:

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.