Technical Support Analyst

Job Description

This is information technology work supporting the analysis and administration of local area networks and computing systems and performing the full scope of desktop installation, troubleshooting and maintenance for the housing agencies.  The employee in this class administers and maintains assigned network domains and the deployment of desktop assets, and promotes the most efficient and optimal utilization of network and workstation technology for users.  Providing user training and support related to network access, use of network or network problem resolution and ensuring that application software on file servers is current are significant aspects of the work. Work is performed under the general direction of the Information Technology Manager.

Essential Functions

• Administers core components of local area networks (LAN), including the creation and management of user accounts and groups, server backup and recovery processes, and the implementation of server changes and upgrades.
• Troubleshoots network connectivity issues and participates in infrastructure projects such as server virtualization, system migrations, and network hardware upgrades to ensure secure and reliable system performance.
• Responds to desktop support tickets submitted through the TeamDynamix service management system, ensuring timely resolution, accurate documentation, and follow-up on technical issues.
• Deploys desktop and peripheral hardware, including the configuration, installation, and testing of workstations, printers, and software applications to meet user and departmental needs.
• Manages the full desktop lifecycle, including procurement, deployment, maintenance, and decommissioning of hardware in accordance with City standards; serves as the primary contact for vendor repair and maintenance contracts.
• Maintains and updates the IT asset inventory for the department, ensuring accurate tracking of all hardware, software, and network components.
• Provides end-user technical support by diagnosing and resolving hardware and software issues; delivers one-on-one and group training sessions to improve user familiarity with applications and systems.
• Investigates and documents support issues and resolutions, developing clear procedures and support documentation for repeatable solutions and user guidance.
• Supports audiovisual and meeting technologies, including the setup and maintenance of hybrid and remote meeting tools used for Boards and Commissions, ensuring smooth operation and user access during live events.
• Performs physical tasks related to IT support, including lifting and transporting equipment, pulling cable through ceilings and floors, and working in confined spaces as needed.
• Collaborates with IT and business teams to ensure consistent and responsive technical support in alignment with departmental goals and service-level expectations.
• Performs related duties as assigned to support departmental operations and technology initiatives.
• Provides end-user technical support by diagnosing and resolving hardware and software issues; delivers one-on-one and group training sessions to improve user familiarity with applications and systems.
• Investigates and documents support issues and resolutions, developing clear procedures and support documentation for repeatable solutions and user guidance.
• Supports audiovisual and meeting technologies, including the setup and maintenance of hybrid and remote meeting tools used for Boards and Commissions, ensuring smooth operation and user access during live events.
• Performs physical tasks related to IT support, including lifting and transporting equipment, pulling cable through ceilings and floors, and working in confined spaces as needed.
• Collaborates with IT and business teams to ensure consistent and responsive technical support in alignment with departmental goals and service-level expectations.
• Performs related duties as assigned to support departmental operations and technology initiatives

Competencies, Knowledge, Skills and Abilities

Knowledge of:

• Principles, operation, and capabilities of desktop and networked computing environments, including personal computers, laptops, printers, and other peripheral devices.
• Industry-standard practices for the installation, configuration, and maintenance of hardware and software in a workstation and server environment.
• The functionality, configuration, and integration of desktop operating systems (e.g., Windows, macOS) and host-based operating systems in both local and domain-based environments.
• Service management systems such as TeamDynamix for tracking, responding to, and documenting technical support tickets.
• Techniques and best practices for diagnosing and troubleshooting hardware, software, and network connectivity issues.
• Methods and tools used for imaging, deploying, and maintaining desktop devices across their full lifecycle.
• Principles and practices for network administration, including account management, file permissions, print services, and basic network protocols (TCP/IP, DHCP, DNS).
• Concepts of network and workstation security, including endpoint protection, encryption, and access control.
• Audio/visual hardware and conferencing tools (e.g., Zoom, Teams, microphones, projectors) used to support hybrid and remote meetings.
• Procedures for maintaining IT asset inventory and coordinating vendor-supported repairs and warranties.
• Cable management, structured cabling, and safe handling of electrical/IT infrastructure in office settings.
• Emerging technologies and current trends in desktop support, enterprise device management, and cloud-based productivity tools.

Ability to:

• Deliver responsive and customer-focused technical support to a diverse user base with varying technical skill levels.
• Respond effectively to service requests and incidents via a ticketing system, documenting resolutions and escalating issues when appropriate.
• Train and assist users in accessing systems, using applications, and understanding network resources.
• Prioritize and manage multiple technical tasks efficiently, meeting deadlines and service-level expectations.
• Read and interpret technical documentation, system manuals, and hardware specifications.
• Troubleshoot and resolve desktop, network, and peripheral device issues independently and collaboratively.
• Configure and maintain user workstations and devices within a domain-joined, managed environment.
• Collaborate effectively with team members, vendors, and other IT departments to resolve technical problems and coordinate deployments.
• Evaluate hardware and software products for compatibility, performance, and alignment with department standards.
• Perform physical duties such as lifting and carrying IT equipment, pulling cables, and working in tight or elevated spaces as needed.
• Support and facilitate hybrid and remote public meetings, including live technical assistance and AV system setup.

Qualifications

Education:

• Completion of a bachelor’s degree with major coursework in Computer Science, Decision Science, Information Science, or a closely related field.
• Experience:
• Two years of experience performing network technical support duties, including a full range of assignments from workstation hardware installation and maintenance to LAN/WAN support, such as installing, evaluating, troubleshooting, and maintaining network hardware and software.
• Equivalency:
• Any equivalent combination of education, training, and experience determined to be acceptable by the Human Resources Office will be considered. This includes completion of an associate’s degree in computer science, Decision Science, Information Science, or a closely related field.
• Additional Requirements:
• Must possess a valid Pennsylvania Driver’s License.
• Must be able to lift at least 30 pounds.
• Documentation of curriculum content or course descriptions from an accredited institution or training program must be provided to verify education and training.