IT Analyst - End-Point
St. Croix County, WI - Hudson, WI

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This position performs a variety of technical work for the Information Technology Department including, but not limited to troubleshooting and correcting hardware, software, and network connectivity problems.

Creates installation packages, images and updates County owned desktop computer systems using System Center Configuration Manager.

Trains staff in classroom and desk-side settings and as such creates curriculum related to training.

Mentors junior staff.

Analyses and recommends technology improvements to Senior IT staff.

Generates weekly reports on Helpdesk calls and incidents and presents findings to IT and other County staff.

Provides technical support to users.

Installs PC’s and peripherals.
onfigures tablets, smart phones and other end-point devices and develops technical documentation.

Distinguishing Features:
This position is responsible for maintaining the SCCM, SCSM, end-point protection and other system environments in addition to providing support to all county computer users as needed.
Mentor junior staff, end-user support, strong organizational, communication and time management skills.

Examples of Duties:

Installs, configures and administers SCCM, SCSM, end-point protection and other systems and software related to end-point devices.
Mentors junior staff on the administration of related systems and software.
Installs, configures and administers networked PC operating systems.
.
Using a variety of tools, remotes to end-user devices to troubleshoot problems with hardware and software.
Troubleshoots problems of end users with applications, procedures, software, and hardware.
Implements and maintains manufacturer updates and revisions to operating systems, software, application packages and utilities; installs these updates in such a way as to minimize inconvenience to users.
Ensures end-point devices are protected by County standard virus and malware protection software.
As a member of the IT Help Desk team, performs advanced IT Help Desk support and answers IT Help Desk phones as needed.
Removes virus and malware from County owned computer hardware and other devices.
Provides assistance with IT supported hardware and applications in use by local and remote users across multiple sites.
Member of on-call rotation and may be called at home to correct problems after hours even when not on-call.
Performs other duties as assigned.

Typical Qualifications:

Thorough knowledge of personal computers and other end-point devices, printers and applications in a client server environment;
Experience configuring, maintaining and administering Microsoft System Center Configuration Manager and/or System Center Service Manager.
Knowledge of Windows based computers including Microsoft Windows XP, Windows 7 and Windows 8.X, knowledge and experience configuring tablets, smart phones and other portable devices.
Experience with Microsoft Outlook in an Exchange environment, basic understanding of DHCP, DNS, Active Directory; experience with System Center Configuration Manager (SCCM), System Center Service Manager (SCSM) or other ITIL based IT framework.
IT Help Desk software (HEAT, IssueTrak, SCSM, etc.) experience required.
Working knowledge of Microsoft Office 2010 and later.
Ability to think logically and handle critical decisions in a calm, accurate, and timely manner.
Ability to communicate both verbally and in writing, work independently and to learn procedures with minimal help.
Follow written and verbal procedures.
Work with a variety of people with varied levels of computer skills.
Requires a high degree of confidentiality and discretionary decision making in the absence of other Information Technology staff.
Experience supporting users in a VMware View or similar VDI environment.
Experience providing support and training to computer users.
Must be able to read, write, speak and understand English.
Any equivalent combination of experience and training which provides the required skills, knowledge, and abilities will be considered.
Desired:
Bachelors Degree in Information Technology or related field AND 2 years of experience showing increasing responsibility which include automated management of end-point devices, providing leadership to junior staff members, support and training to computer users in a networked environment, performing routine repairs on computers, troubleshooting network connectivity and software problems on PCs, laptops and other end-point devices.

-OR-
Associate Degree in Information Technology or related field AND 4 years of experience showing increasing responsibility which include automated management of end-point devices, providing leadership to junior staff members, support and training to computer users in a networked environment, performing routine repairs on computers, troubleshooting network connectivity and software problems on PCs, laptops and other end-point devices.

-OR-
Minimum 8 years’ experience showing increasing responsibility which include automated management of end-point devices, providing leadership to junior staff members, support and training to computer users in a networked environment, performing routine repairs on computers, troubleshooting network connectivity and software problems on PCs, laptops and other end-point devices.

Lifting required up to 40 lbs.
Valid driver’s license, FBI and State of Wisconsin background checks required.