To provide technical support to both internal and external TTX customers and to participate in a limited role in technical projects that are under the direction of the Digital Operations Support Department. The Digital Operations Support Analyst I receives calls regarding incidents and requests displaying varying levels of complexity and must be able to identify and prioritize them. The Digital Operations Support Analyst I will also have responsibilities for maintaining PC, Printer, Phones, and Handheld hardware including operating systems support. To that purpose, the position provides business-use guidance as well as technical guidance for end user technologies. The role includes hardware and software deployment as necessary.



RESPONSIBILITIES

• Daily, the candidate is required to assist computer system users, control and monitor incident management activities, document and implement technical procedures and solutions, and confer with their Manager.

• Successfully conducts follow-ups to ensure problem resolution and/or service requests are completed to user satisfaction Develops effective relationships with users and other IT team members to enhance the timeliness and effectiveness of technology solutions

• Complete hardware moves and equipment replacements for all PC's and all PC related equipment.

• Assists in developing the TTX desktop (PCs, Handhelds, Phones, etc.) and printer infrastructure requirements, and for facilitating and implementing high quality, cost effective approaches for meeting both new and ongoing TTX desktop applications

• Facilitate Severity One technical conference calls and keep affected parties informed of the issue on a timely basis if the issue occurs outside normal business hours.

• Participate in the development of standards and process improvements, striving for continual improvement and industry best practice methods.



QUALIFICATIONS

• Bachelor's degree (B.A.) from four-year college or university; or two to four years' related experience and/or training; or equivalent combination of education and experience. A+ Hardware certification is required and A+ or CCNA network certification is strongly encouraged.

• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from managers, clients, customers and the general public.

• Ability to calculate figures and amounts, such as discounts, interest, proportions and percentages. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Ability to perform essential duties required to achieve Microsoft Certification in Microsoft Office, Microsoft Desktop Support, and Microsoft Windows Operating Systems.

• IT Customer Service is a demanding environment and requires a strong understanding of the customer's technical needs and excellent interpersonal skills. Incumbent must show a strong sense of urgency and dedication to their customer's request for technical support. The incumbent must also develop technical solutions and implement process that will solve business problems



PHYSICAL JOB REQUIREMENTS

(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 qualified individuals with disabilities to perform the essential functions.)



General office environment; may be required to travel. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit (remain stationary within work area) and use hands to finger, handle, feel and reach. The employee is occasionally required to move about (stand, walk). The employee must occasionally lift and/or transport up to 10 pounds. Correctable vision required for close, distance, and color vision capabilities.



The above job description is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements.