Metropolitan Water Reclamation District of Greater Chicago

IT Support Analyst I (#20004010)


General Statement

Under supervision, supports computer systems by providing hardware support, software technical support and screening service requests for personal computers and telecommunication equipment.

Essential Job Functions

Essential job functions are fundamental, core functions common to positions in a classification. They are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are designed to be descriptive and not restrictive, incumbents may complete one or all of the job duties listed or tasks of similar kind not specifically listed here.

  • Responsible for providing first level support for basic software and hardware issues.
  • Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities.
  • Assists in the resolution of application, hardware and software problems.
  • Escalates problems to higher level technical support professionals when necessary.
  • Enters call data into a tracking system.

Other Job Functions

  • Provides after hours and weekend support when required.
  • Performs other duties as assigned.

Environmental Conditions

Work is performed in a typical office environment and requires the use of standard office equipment including computers.

Desirable Knowledge, Skills and Abilities

  • Knowledge of basic computer hardware and software.
  • Knowledge of the procedures and practices for installing software patches and updates on desktops, laptops, and mobile devices.
  • Customer service skills and dedication to customer satisfaction.
  • Ability to troubleshoot basic hardware issues on desktops, laptops and telecommunication equipment.
  • Ability to troubleshoot basic network, software and printing problems.
  • Ability to complete tasks on time.

Minimum Qualification Requirements

Graduation from a standard senior high school or the equivalent and one year of experience supporting a variety of computer applications and hardware.

Substitution

An ITIL Foundations certification may be substituted for the required experience.

Promotional Requirement

  • None

CLASS: 20004010; EST: 1/1/2016; REV: ;