SYSTEMS ANALYST (WWS IT Division)

General Description

This position will be the primary position responsible for supporting the Information Technology Service Desk at WWS.

• Log and Resolve incidents reported by customers
• Conduct research into wide range of computing issues as required
• Facilitate fulfillment of customers' requests for Hardware, Software and Services.
• Provide and manage access to systems
• Implement Problem Management based on repetitive incidents
• Communicate effectively with the customers and IT analysts to facilitate quick resolution and fulfillment times.
• Perform maintenance and support of systems infrastructure, including hardware and software installations.

Minimum Education and Experience Requirements

• Requires a two (2) year degree from an accredited trade, technical or vocational school, college or university with major coursework in computer science or closely related field.
  (One year of relevant experience may be substituted for each year of required education.)
• Requires four (4) years' experience in systems analysis and applications programming or closely related experience.
  
  Special Certifications and Licenses
  Valid Florida Class E Driver's License is required for duration of appointment.

Preferences

• Bachelor's Degree in Computer Science or closely related field.
• ITIL Certification
• Virtualization Certification
• Microsoft Certification
• CompTIA Certification
• At least three (3) years of experience supporting Service Desk (3+ years)
• At least three (3) or more years of experience in working with Windows Servers, Patching Software, DNS, Active directory, Group policy etc.
• At least three (3) or more years of experience in configuring and supporting Server/Desktop virtualization using tools like VMware Vcenter and Citrix Xen desktop.

DUTIES AND RESPONSIBILITIES

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

• Answers customer phone calls for service and provides first level over-the-phone problem resolutions; maintains records, reports and documentation on systems and software specifications and configurations.
• Responds to second level field support customer service calls; processes customer requests for new services related to desktop hardware and software including performing installations, upgrades, and training, and processing and monitoring purchase requests; installs, configures, designs and maintains network and communications hardware and software; troubleshoots and resolves hardware, software and network problems.
• Tests new code delivered by vendors; works with users to validate all possibilities of usage; performs regression testing to ensure that any new code will not have a negative impact on existing applications; and communicates all issues to vendors for testing and resolution.
• Performs all system administration tasks, such as adding new users and disabling old users, adjusting profiles to provide correct application access to different user profiles; and makes simple changes to web pages of applications per user requests.
• Trains users in different areas to make them aware of all system capabilities; teaches users how to personalize the system to their needs; and trains on other computer issues, as needed and/or requested.
• Performs a variety of systems duties including, but not limited to; updating databases, coding information, analyzing information, dispatching calls to technicians.
• Performs related work as assigned.