Metropolitan Water Reclamation District of Greater Chicago

Under general supervision, coordinates the support of computer systems for the District by prioritizing requests, assigning staff, and maintaining records regarding resolution of end-user issues related to personal computers and telecommunication equipment.

Essential job functions are fundamental, core functions common to positions in a classification. They are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are designed to be descriptive and not restrictive, incumbents may complete one or all of the job duties listed or tasks of similar kind not specifically listed here.

• Coordinates, prioritizes and reviews the work of subordinate IT Support Analysts in the section.
• Oversees the maintenance of logs such as end-user requests, problem resolution or referrals and related logs.
• Defines service levels, service agreements and manages the Service Desk operation.
• Establishes processes to identify, track, escalate, resolve and report customer problems.
• Jointly, with the customer, defines standards and measures for quality and customer satisfaction requirements.
• Analyzes the technical performance and reliability of products, systems and services against identified industry standards to ensure customer satisfaction.
• Develops and implements technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults.
• Reviews and analyzes logs for trends such as repeat occurrences or issue type; reports findings to supervisor.
• Researches and refers issues of larger scale or more technical nature to more senior technical staff or other IT sections for resolution; responds to end-user regarding referrals.
• Recommends, and may assist in the development of, and/or provides training for staff and end-users in standard software applications.

• Provides after hours and weekend support when required.
• Performs other duties as assigned.

Work is performed in a typical office environment and requires the use of standard office equipment including computers.

• Knowledge of application development, and network and database administration in a client/server environment.
• Knowledge of hardware for desktops, laptops and telecommunication equipment.
• Knowledge of the procedures and practices for installing software patches and updates on desktops, laptops, and mobile devices.
• Customer service skills and dedication to customer satisfaction.
• Strong organizational skills.
• Ability to troubleshoot complex hardware issues and replace hardware on desktops, laptops and telecommunication equipment.
• Ability to troubleshoot complex network, software and printing problems.
• Ability to plan and supervise the work of others.
• Ability to communicate effectively, orally and in writing.

Graduation from a four-year accredited college or university majoring in information technology, computer science or a closely related field; and two years of experience in software and hardware support of personal computers in a network environment.

Additional experience in software and hardware support of personal computers in a network environment may be substituted for the required education on a year-for-year basis. Graduate study in computer science or a closely related field may be substituted for the required experience on a year-for-year basis. An ITIL Foundations certification may be substituted for one year of the required education or experience.

• One year of service with the District as an IT Support Analyst II.
• Civil service status as an IT Support Analyst II.