IT Specialist I Support Analyst

Essential Functions:

Assesses and troubleshoots individual problems, via the phone, in person, or online, associated with network infrastructure and desktop systems software and hardware. Proposes hardware and software solutions, including upgrades. Provides technical support for processes such as installs, upgrades and repairs to computers and peripheral devices; installs and configures printers; installs packaged software programs on new and existing workstations. Produces documentation, knowledge transfer and training for stakeholders. Performs moderately complex analysis related to existing or proposed technologies, leading to new revised procedures. Recommends and implements changes in equipment, business systems, and procedures. Provides project updates to the PMO, senior technical staff, stakeholders and IT managers as required. Develops and maintains documentation of procedures, installation sequences, standards, configurations and settings. Troubleshoot software issues for customers. Coordinates work projects, such as converting to new hardware or software, and provides other technical support to employees in information processing departments. Evaluates capacity of computer systems to determine feasibility of expanding or enhancing computer operations. Recommends improvements in computer systems. Reviews completed projects or computer programs to ensure that goals are met and that programs are compatible with other programs already in use. Assist in training workers in use of new software or hardware.

Additional Responsibilities:

After-Hours Work:

This position requires availability to work after regular business hours (evenings, nights, weekends) as needed for implementing system changes, updates, and maintenance activities. These activities are crucial for minimizing disruption to business operations and ensuring system stability.

On-Call Duty:

The employee will participate in a rotational on-call schedule to provide technical support outside of regular business hours, including evenings, nights, weekends, and holidays.

Response Requirements:

While on-call, the employee must be available to respond promptly to urgent issues, critical situations, and system alerts. This requires the ability to be contacted within a specified timeframe and initiate problem resolution as quickly as possible.

Troubleshooting & Incident Response:

On-call duties involve identifying, diagnosing, and resolving technical problems, including system failures, security incidents, and application bugs.

Compensation:

Compensation for on-call hours and after-hours work will be provided in accordance with Civil Service requirements and company policies. This includes any applicable overtime pay for non-exempt employees.

Training and Experience:

A related Technical/Associates Degree with two years of progressive IT experience or High School Diploma with six years of progressive experience. Or education, training and/or experience in an amount equal to the minimum qualifications stated above.

SPECIAL REQUIREMENT

Most possess a valid driver's license issued by the state in which the employee resides. Must be able to provide transportation for fieldwork. Pursuant to MSD's "Substance Abuse Policy and Procedures," this position has been designated as non-safety sensitive and candidate must pass a Non-D.O.T. Drug Test for this position. Employees occupying this position are not subject to Federal (D.O.T.) Drug and Alcohol Testing Regulations. Employees of MSD must have a proficient/meets expectations or higher overall rating on last review. Physical Demands Work Environment