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Technology Support Analyst

York County Natural Gas Authority

This is a Full-time position in Rock Hill, SC posted November 10, 2021.

GENERAL STATEMENT OF JOB

Under the direction of the Director, Technology Support Analyst serves as a liaison between Information Technology and departments on matters related to technology support and planning.

This position provides analysis and problem-solving, report generation, technical assistance and support coordination to staff for computer hardware, software, and applications systems.

The Technology Support Analyst makes decisions based on independent judgment to resolve a range of complex technical problems.

The incumbent provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships throughout.

The Technology Support analyst function independently to diagnose and provide solutions to a broad range of information related technologies; have a working knowledge of other related disciplines; coordinate appropriate support activities and identify trends, recommend solutions, and resources.

SPECIFIC DUTIES AND RESPONSIBILITIES

Serve as the first point of contact for users seeking technical assistance over the phone or email

Perform remote on site troubleshooting through diagnostic techniques and pertinent questions

Determine the best solution based on the issue and details provided by customers

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Provide accurate information on IT products or services

Record events and problems and their resolution in logs

Follow-up and update customer status and pass on any feedback or suggestions by customers to the appropriate internal team

Analyzes and develop reports based on consultations with staff

Analyzes and resolves computer hardware, software issues, repairs user workstations, modifies configurations, replaces faulty components and rebuilds complete systems on a variety of platforms

Maintains records of work activities and documents recurring, difficult or complex problems; identifies trends, recommends solutions and resource

Coordinates contact with vendors as needed to assist with support activities

Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects

Attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies

MINIMUM TRAINING AND EXPERIENCE

One year of experience or relevant training is required.

Methods and techniques used in the installation, troubleshooting, problem resolution and maintenance of computer hardware and software

Identifying trends and making suggestions for technical modifications to resolve existing and future problems

Analytical skill set for report development

Understanding of SQL, Python, and c#

SCADA understanding and development is a plus

Support a variety of users with divergent needs and skill levels

T_ranslate user needs into viable solutions_

Work independently and as part of a project team

Work collaboratively to make necessary decisions and respond to emergency situations effectively

Research and perform feasibility studies and analysis and facilitate most effective solutions to meet user needs

Communicate technical and complex information in verbal and written form

Troubleshoot and diagnose technology issues accurately in a complex networked environment

SPECIAL REQUIREMENTS

Possession of a valid driver’s license; this is a covered function and is subject to random drug testing.

EOE/ Drug Free/Smoke Free

Job Type: Full-time, exempt

Salary range: $46,800
– $51,000

Job Type: Full-time

Pay: $46,800.00
– $51,000.00 per year

Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Referral program
Retirement plan
Tuition reimbursement
Vision insurance
Schedule:
8 hour shift
Supplemental Pay:
Bonus pay
COVID-19 considerations:
All employees are to wear masks when they are unable to socially distance or if two or more are in a vehicle.

Masks and cleaning supplies are provided for office/cube spaces.

Experience:
IT support: 1 year (Preferred)
License/Certification:
Driver’s License (Required)
Work Location: One location

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