<p>Summary of Job Responsibilities</p> <p>This position provides front-line support to all PERA employees. Asking appropriate, probing questions to assess the situation. Utilizing knowledge and resource documents to diagnose and resolve issues quickly. Help desk hours are from 6:00 AM to 5:30 PM.</p> <p>Essential Duties and Responsibilities</p> <p>Employees are held accountable for all duties of the job. Individuals must be able to perform these duties with or without reasonable accommodations.</p> <ul> <li>Serves as the initial point of contact for all End User Computing (EUC) related concerns for employees </li><li>Verifies all computer systems and network connectivity are functioning normally before the start of each business day </li><li>Works with Application Administrators on errors </li><li>Responsible for all setup and breakdown of workstations </li><li>Performs and monitors IT Automated processes </li><li>Participates in creating documentation for existing systems and programs </li><li>Carries out other duties as assigned </li></ul> <p>Job Qualifications</p> <ul> <li>Excellent problem solving skills </li><li>Time management skills and the ability to establish and meet deadlines for resolution </li><li>Comfortable working in and assisting others through Service Management software such as ServiceNow </li><li>Professional written and interpersonal skills when communicating with employees </li></ul> <p>See Leveling Matrix for additional qualifications and responsibilities</p> <p>Working Conditions</p> <p>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.</p> <ul> <li>Standard office environment with frequent telephone communication, computer operation, and other office productivity machinery, such as a copy and printer machine. </li><li>Occasional moving and positioning supplies in excess of 20 pounds </li><li>All employees are expected to present themselves in a professional manner in alignment with the financial services industry </li><li>Ability to sit for prolonged periods of time </li><li>Ability to operate standard PC equipment </li><li>Ability to manage frequent deadlines and tight schedules </li></ul> <p>Hybrid Work Option</p> <ul> <li>Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy. </li></ul> <p>Leveling Guide if apPlICABLE</p> <p>Technical Support Analyst II requirements include those of the preceding level or levels.</p> <p>Technical Support Analyst I</p> <p>Technical Support Analyst II</p> <p>Scope and complexity of work</p> <p>Escalates complex tickets to appropriate teams for resolution.</p> <p>Works with Application Administrators to report errors</p> <p>Verifies completion of all backup and restore operations</p> <p>Contributes to creating documentation for existing systems and programs</p> <p>Utilizes knowledge and resource documents to diagnose and resolve issues quickly.</p> <p>Works with senior staff to help resolve complex issues in a timely manner.</p> <p>Works with Application Administrators and contributes to problem resolution</p> <p>Creates and maintains documentation for existing systems and programs</p> <p>Introductory involvement in system analysis and design</p> <p>Education</p> <p>Achievement of or currently working toward a degree or certification in a technical (STEM) field preferred</p> <p>Achievement of or currently working toward a degree or certification in a technical (STEM) field preferred</p> <p>Knowledge</p> <p>Knowledge of operating systems, office software, enterprise software, and server systems</p> <p>Basic familiarity with networking systems and protocols</p> <p>Strong knowledge of operating systems, office software, enterprise software, and server systems</p> <p>Familiarity with networking systems and protocols</p>