Technical Support Analyst (Onsite)

DPP is seeking a Technical Support Analyst for an opportunity in Lansing, Michigan.
Work arrangement:

Onsite only

W2 position; 12 months, with 1 year extension likely

Local candidates only 

Top skills and years of experience required:

Minimum of 3+ years of IT experience is required.
Minimum of 3+ years of customer service experience is required.
Position description:

The Technical Support Analyst serves as an analyst performing a wide range of professional assignments in an Information Technology environment.
Serves as a technical expert, provides problem diagnosis, implementation, administration, support and maintenance of computer hardware, software and network products.
The Analyst provides on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated and specialized set of diagnostic tools with elevated privileges.
The Technical Support Analyst also serves to lead, coordinate and oversee teams that work on processes, procedures and technical specifications; plans, designs and oversees analytical and technical assignments and the implementation of computer hardware, software and network components.
Essential duties:

Communicate effectively, both orally and in writing, with users, unit staff and Managers

Maintain a broad system knowledge, knowledge of computer related equipment, and end user software

Analyze operational problems

Investigate alternative solutions and potential risk

Initiate corrective action

Record and report status

Teach and assist other staff and users

Project management

Server support

Telecommunications support

Database systems support

Enforce security standards 

General responsibilities:

Provide support to the agency end users to maximize the productivity and efficiency of their computer-related equipment and processes.
This position serves as a technical analyst in the implementation of computer technology and automation initiatives.
Serves as a technical expert and provides problem diagnosis, implementation, administration, support and maintenance of computer hardware, software and network products.
Provide on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated set of diagnostic tools and techniques utilizing a specialized set of diagnostic tool and elevated privileges.
Research, analyze, develop and document solutions new processes and procedures to implement new solutions for use by technicians to meet future problem resolution needs.
Serve as technical experts providing support to other technicians.
Administer, implement, and provide technical support of applications and associated hardware used in a client server environment utilizing a specialized set of diagnostic tools with elevated privileges.
Administers and implements automated data processing systems and computer application programs.
Lead, coordinate and oversee teams that work on processes, procedures and technical specifications.
Plan, design and oversee analytical and technical assignments, and implementation of computer hardware software and network components.
Provide planning, design, and implementation of computer hardware, software, and network components.
Lead in the development of processes and procedures to be used by IT technicians in the division and elsewhere in DTMB.
Develop operational and installation procedures to be used by other staff for communication systems, hardware, network, security, storage and software.
Analyze the need for, and develops, documents, implements and monitors information technology quality assurance standards.
Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
Maintains records and prepares reports and correspondence related to the work.
Maintain, administer and support remote application and file servers, network operating systems and local area networks in partnership with other areas of DTMB.
Troubleshoot Local Area Network connectivity issues through cables, switches and hubs.
Administer network groups, users and rights associations.
Monitor and maintain local server back up systems.
Assist in the rebuild of failed servers, including installation of hard drives, rebuilding network operating systems and restoring backed up files.
Setup, support, test and troubleshoot print servers.
On-site support for installation of Telecommunication hardware.
Install and troubleshoot wiring and associated devices including transceivers, switches, hubs and routers.
Other duties as assigned.
Including local database administration, enforcing security standards, and virus/spyware remediation.
Pursuing technical training and specialized client training in order to service all agency clients within a service area.
Provide for the updating of patches and virus repair.
Seek out and attend relevant technical training.
Attend special training sessions required by client sites to provide complete IT service.
Carry out the directives of Management in support of providing customer service to clients of DTMB.
Education/experience requirements:

Information Technology Programmer/Analyst P11/12

Possession of a Bachelor's degree with 21 semester (32 term) credits in one or a combination of the following: computer science, data processing, computer information systems, data communications, networking, systems analysis, computer programming, information assurance, IT project management or mathematics

And, 2 years of professional experience equivalent to an Information Technology Infrastructure or Programmer/Analyst P11

Alternate education and experience:

Possession of an associate's degree with 16 semester (24 term) credits in computer science, information assurance, data processing, computer information, data communications, networking, systems analysis, computer programming, IT project management, or mathematics and two years of

experience as an application programmer, computer operator, or information technology technician;

OR, 2 years (4,160 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement.
OR:

Educational level typically acquired through completion of high school and four years of experience as an application programmer, computer operator, information technology technician,

OR, 4 years (8,320 hours) of experience as an Information Technology Student Assistant may be substituted for the education requirement 

Interested?
Learn more:

Click the apply button or contact our recruiter Kyle at (url removed) to learn more about this position (#(phone number removed).
DPP offers a range of compensation and benefits packages to our employees and their eligible dependents.
Call today to learn more about working with DPP.
Authorized US Worker - US Citizens and those authorized to work in the US are encouraged to apply.
We are unable to sponsor at this time.
EOE/AA/V/D