PC SUPPORT ANALYST II

Job Description

Job Title:  PC Support Analyst II

Department: I.T.

Reports To:  Director or Information Technology

FLSA Status:  Exempt

Date: 2/07/2024

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Tier II Technical Support:  

• Provide internal tech support to company employees of all systems and services supported by the IT Department.   
• Take ownership of and work diligently to diagnose and resolve requests that require more technical expertise beyond Tier I. 
• Use troubleshooting skills and communicate with employees to determine the severity, cause, and scope of issues.  Prioritize issues according to business impact.  Educate employees on ways to prevent the recurrence of issues. 

Knowledgebase and Documentation Maintenance:  

• Maintain an IT department knowledge base that contains best practices for resolving technical issues, internal policies, and critical service outage procedures.   
• Maintain a company-facing knowledgebase as a resource to end users to help them resolve common tech support requests. 
• Establish a formal schedule of regular review to ensure KB articles are kept up to date and contain information relevant to technological changes. 

Support Policy Administration: 

• Maintain a list of all products and services for which the IT Department provides support.  Communicate changes to support tiers and educate employees so they know what to expect when making a support request.   
• Make recommendations on suggested changes to the support policy based on feedback from employees. 
• Participate in new software development projects and work closely with the Systems Administrator to understand how the software works and develop effective support strategies. 

 Entry-level programming knowledge is required. Knowledge of basic SQL Database concepts is required. 

Other Job Duties 

• Prioritize and complete help desk support tickets. 
• Study emerging trends in technology that may eventually benefit or affect the company. 
• Participate according to emergency procedures in the event of a critical IT service outage. 
• Cross-train on PC Support Analyst I duties to act as an occasional backup for Tier I. 

Competencies 

Technical Learning 

Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars. 

Written Communications 

Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect. 

Customer Focus 

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. 

Functional/Technical Skills 

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. 

Interpersonal Savvy 

Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. 

Problem-Solving 

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers. 

Learning on the Fly 

Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. 

 Work Environment 

This job operates in an office setting.  Tech support functions involve frequent computer and desk phone interaction. 

Physical Demands 

While most time is spent at a computer, in-town travel, bending, stooping, standing, and lifting will also occur.  Mental alertness and long periods of concentration will be necessary. 

 Position Type/Expected Hours of Work 

This is a full-time position. The days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Evening and weekend work may be occasionally required as job duties demand. 

Preferred Education and Experience 

• Software Programming: Microsoft .Net, Visual Basic, Microsoft SQL, PHP/Python/HTML/Javascript. 
• Certifications: CompTIA A +, Network +, Server +, Microsoft MCSA or MCSE, Cisco: CCENT 
• Education: Associate’s Degree in an IT-related field, or a combination of college education and equivalent work experience. 

 AAP/EEO Statement: APC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. 

Other Job Duties: This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of APC are expected to perform tasks as assigned by APC supervisory/management personnel, regardless of job title or routine job duties.

For inquiries, please contact:

Joseph Stephens, H.R. Manager
Tel:  (479) 246-6402
Email:  [email protected]