Support Analyst- Full Time

Facility:

Dayton Children's - Main Campus

Department:

Field Support Team

Schedule:

Full time

Hours:

40

Job Details:

The Support Analyst position provides front line technology support for customer issues.  This includes daily responsibilities for receiving, prioritizing, managing, and resolving reported technical issues. The analyst tracks, documents and resolves customer issues using the Service Desk ticket tracking system, or via other methods in accordance with departmental procedures and ITIL processes. 


The Support Analyst will provide support for hardware, software, phone, audio visual, and basic network support to internal users as well as support to remote users. Troubleshoot devices including, but not limited to desktops, monitors, laptops, thin clients, printers, scanners, cell phones, desk phones, and copiers.  The Support Analyst will participate in an on-call rotation and may be called upon to provide after-hours phone support.

Department Specific Job Details:

Education Requirements:

• High School Diploma required
• Associates Degree in subject related to Information Technology preferred

Certifications:

CompTIA A+ or CCNA certification preferred

Job Requirements:

• A minimum of 1-year prior work experience (college education may be substituted if applicable)
• Strong understanding of Active Directory, DHCP, TCP/IP and DNS and how it relates to desktop support
• Understanding of Active Directory security groups, why they are necessary and when they should be used
• Ability to determine what is a client or server issue and follows proper escalation steps
• Self-motivated with the ability to work quickly and independently with minimal supervision
• Effective interpersonal and teamwork skills
• The ability to move equipment and files that weighing up to 50 lbs. is required as well as the ability to bend/kneel frequently while working with equipment
• Key emphasis on customer service skills, proper phone, and email etiquette
• Strong attention to detail and willingness to ask for help when necessary
• Positive and proactive attitude

Education Requirements:

Associates (Required)

Certification/License Requirements: