IT Support Analyst (Finance)

POSITION SUMMARY
The IT Support Analyst provides Tier 1 operational and technical support for all Birch technology systems. The role will manage support requests and may be required to travel to company sites. Periodic interaction with external suppliers of technology services will be required. The incumbent will install, configure and manage Agency technologies based on established standards and/or project/business requirements. These technologies include but are not limited to Microsoft domain administration (for user and group administration), Office365 services support, PCs, mobile devices, MFPs (multi function printers), PC peripherals. The position will require a minimum basic understanding of all technologies in use by the agency and all policies and procedures supporting technology and business workflow and compliance requirements.

ESSENTIAL FUNCTIONS

• The IT Support Analyst will be responsible for but not limited to, the following duties:
• Working with equipment manufacturers to perform repair of various technologies in use at Birch.
• Helping business operations properly utilize information systems to maximize efficiency.
• Performing and/or coordinating technology gear installs, moves, fixes and changes.
• Coordinate and manage helpdesk tickets, through triage, escalation, assignment, updates and resolution.
• Maintaining a high standard of service - requires good communication, follow-up, customer service and interpersonal skills.
• Participate in the management of hardware and software inventory.
• Liaison with purchasing to manage technical vendor pricing, ordering, delivery and inventory.
• Provides desktop computing support including dispatch to all agency locations.
• Participates in larger IT projects and deployments as necessary.
• Assess problem patterns and recommend solutions.

POSITION QUALIFICATIONS

Education

• An Associate's degree or certification from a technical school is preferred but not required

Experience

• Minimum of 1 year experience delivering support of computing hardware, operating systems, infrastructure and office productivity software is required
• Minimum of 1 year end user support experience is required
• Knowledge of setting up, configuring and troubleshooting computer hardware (PCs, Chromebooks, laptops, iphones) and software and peripherals
• Knowledgeable in the use of Microsoft Windows 10/11, Office365 and Google Technologies (Chrome, Education, etc) is preferred
• Some knowledge of Windows Server, Active Directory and Office365 applications administration as-well-as other software productivity tools is preferred
• Familiarity with TCP/IP networking and troubleshooting procedures is preferred
• Familiarity with basic function and connectivity of infrastructure technologies including switches, internet modems/routers and wireless access points is preferred
• Able to exercise judgment to work independently but escalate when necessary
• Able to make decisions within limits of established guidelines, standards, policies and procedures

PHYSICAL DEMANDS

• Capable of lifting 30 pounds
• Capable of utilizing ladders or step stools as necessary

EEO Statement

Birch Family Services provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Birch Family Services complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Birch Family Services expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Birch Family Services' employees to perform their job duties may result in discipline up to and including discharge.