IT Technology Analyst I

Job Purpose and Summary

This is an entry-level and technical position primarily responsible for supporting workstations, laptops and all device peripherals (print issues, Windows 11, mobile devices, etc.). This position's duties include handling break/fix issues, configuration issues, troubleshooting, software installations, imaging, and hardware repair.

 

Essential Functions & Responsibilities

Responds to end user incidents, requests and support calls. Provides guidance to users’ questions originating from call scripts, Business Process Procedures (BPPs), reports, job aids and frequently asked questions.

Writes and maintains basic BPPs and other documentation to reflect current processes and instructions.

Participates in the analysis, requirements gathering, configuration, documentation and implementation for changes to software, networks and/or systems to support the organization’s business processes.  

Participates and supports the preparation, development, execution and validation of testing and problem resolution for system implementation including development of test scripts and documenting tasks.

Participates in all aspects of departmental project/program life-cycles: planning, specification, design, installation, deployment, integration, operations, support, testing, policy development and compliance reporting.

Assists in the deployment and operation of server and storage management, network, communications and field devices.

Administers system accounts including onboarding/offboarding users, as well as monitoring and maintaining compliant application security.

Creates basic reports and uses report variants to produce repeatable reports with specific user criteria.

Monitors various systems and programs to ensure proper operation and compliance. Identifies and assists with resolving issues and security threats/incidents found.

Assists with troubleshooting, documenting and maintaining various equipment, systems, applications and programs for the department. 

Responds to legal, right-to-know and departmental requests for data such as video, user logs and forensic investigation information.

Participates in the research, development and integration of new and enhanced technologies. 

Performs necessary departmental documentation, administrative tasks and internal outreach efforts as needed. 

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as assigned.

Qualifications

Bachelor’s degree in information systems, computer science, information technology, business administration, or related field.
Equivalent combination of education and/or experience may be accepted. 

Certain units may prefer specialized training and/or specialized certificates.

Competencies

Physical Demands and Work Environment

Position demands include frequent speaking, writing and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Position may require occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.  

Disclaimer

The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.