IT Analyst

SUMMARY

Under direction of the information technology manager, the information technology analyst (IT analyst) is responsible for performing technical support and programming/development tasks to help achieve business goals. The IT analyst supports Pinnacle’s enterprise IT systems by ensuring timely resolution and minimal service disruptions. The IT analyst provides technical support and training for staff, troubleshoots hardware and software issues, and develops, tests, documents, and maintains programs, applications and database structures.

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to accomplish each essential function satisfactorily.

• Establish and maintain regular communications with the IT manager regarding pertinent activities.
• Contribute to departmental productivity and development objectives by participating in training programs.
• Track annual research, development, professional, billable time and other time to meet planned goals.
• Provide group training and presentations for IT tools, software and procedures as directed.
• Responsible for ensuring that best practice is adhered to within their area, identifying deficiencies in procedures or systems, correcting as appropriate and referring to the IT manager where necessary.
• Support quality control standards and implement improvements as needed.
• Enter time and expenses accurately and timely.
• Handle and process confidential information with complete discretion.
• File projects and materials according to Pinnacle’s internal filing system.
• Regular, predictable and punctual attendance in a Pinnacle office when not working off-site.

IT Support Technician Role

• Provide technical support on hardware/software issues, perform repairs for notebook and desktop computers, both in person and remotely. Install, assemble and configure computers and peripherals such as monitors, printers, scanners, and related hardware. Perform software updates, patches and routine maintenance.
• Assist end users with enrolling, troubleshooting, and managing mobile devices through MDM, ensuring compliance with security policies and resolving issues related to device access, app installations, and remote management.
• Communicate with external vendors and researching solutions to sustain operations.
• Assist with the support of Pinnacle enterprise information system by performing technical tasks on system infrastructure (such as server hardware, server software and applications, network equipment, etc.) as directed by the IT manager.
• Prepare laptops for new hires by ensuring they are configured with the latest software updates, security patches, and the most recent system image, while maintaining accurate inventory records for all devices.
• Create help desk tickets and escalate support issues to the relevant technician as needed; track open tickets and provide users with status updates.
• Participate in 24x7x365 on-call rotation to support applications, promptly responding to incident notifications, and escalating them when necessary.
• Support Identity and Access Management (IAM) systems, including provisioning, authentication, authorization, and role-based access control (RBAC), password changes.
• Assist with onboarding orientation for new hires on system usage, security protocols, and best practices to ensure they understand and comply with company standards.
• Provide setup and support needs for webinars and conference calls and any collaboration or meetings that require technology.
• Assist with information backup, archival, recovery, and verification/testing processes and procedures for all information systems data.
• Conduct research on emerging computer hardware, software and standards in support of development efforts in coordination with IT Manager.

Programmer/Developer Role

• Assist in the definition, development and documentation of software and application objectives, functions, features, specifications, input/output requirements and deliverables on a project-by-project basis under the direction of IT Manager and in collaboration with IT personnel and project managers.
• Design, write, maintain and optimize software programs, applications, and database structures for both internal and external use, ensuring functionality and performance meet specifications.
• Develop and optimize SQL, T-SQL, and SAS code for efficient data access, reporting, and manipulation, tailored to program needs and internet platforms.
• Write and maintain documentation to describe program development, coding, testing, changes and corrections for internal departmental use. Develop and maintain manuals and guidelines for programs.
• Train employees to operate new or modified programs.
• Conduct research on emerging application development software products, languages and standards in support of development efforts in coordination with IT manager.
• Monitor system performance of new and existing applications, troubleshoot issues, and implement automated solutions to optimize infrastructure efficiency and reliability.
• Test and examine code written by others, identify bugs or performance issues, and analyze results to ensure functionality, efficiency, and adherence to quality standards.

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.