Metropolitan Water Reclamation District of Greater Chicago

IT Support Analyst II (#20004015)


General Statement

Under general supervision, supports computer systems at any District facility by providing hardware maintenance support, software technical support and resolving more complex service requests for personal computers and devices.

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 and second level support for software and hardware issues.
  • Provides technical advice, guidance and informal training to customers using computer hardware and software programs.
  • Troubleshoots equipment problems and restores service by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
  • Performs root cause analysis and develops checklists for typical problems; recommends procedures and controls for prevention of common problems.
  • Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
  • Works in a team setting, sharing information and assisting others with calls.
  • Recommends and/or provides training for staff and end-users in standard software applications.

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 and laptops.
  • Customer service skills and dedication to customer satisfaction.
  • Ability to assist with and troubleshoot mobile devices.
  • Ability to troubleshoot moderately complex hardware issues and replace hardware on desktops, laptops and telecommunication equipment.
  • Ability to troubleshoot moderately complex 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 three years of experience supporting a variety of computer applications and hardware.

Substitution

Graduation from a four-year accredited college or university majoring in information technology, computer science or a closely related field may substitute for the required experience in its entirety. An ITIL Foundations certification may be substituted for the required experience.

Promotional Requirement

  • One year of service with the District as an IT Support Analyst I or Systems Support Specialist II.
  • Civil service status in one of the foregoing classifications.

CLASS: 20004015; EST: 1/1/2016; REV: ;