Computer Systems Analyst Ii
Current• Provide installation, maintenance, service, and repair of computer equipment as well as troubleshootcomputer hardware, software, and peripheral system problems.• Update ITIMS (inventory software) any time equipment is worked on to ensure that the inventoryinformation is the most current.• Provide telephone and remote support for various field offices within Prince William County Governmentwhich includes over 55 agencies.• Perform troubleshooting and problem analysis to resolve incidents with hardware, software, and thenetwork.• Schedule refreshes based on expiring warranties; this requires working with the agencies to ensure asmooth transition and a lot of planning with employees to be able to accommodate their schedules but stillmeet deadlines.• Support County Government employees with numerous information technology program/projectmanagement initiatives from expectation to implementation• Support customers by creating knowledge base articles on new technology (hardware/software) and workwith the Information Technology Representatives (ITRs) to teach users how to use the new technology ifnecessary.• Communicate and escalate technical issues that cannot be resolved at the service desk to either the deskside technicians or Tier 3 solver groups and follow-up to ensure that the tickets are resolved.• Accurately and thoroughly document all incidents into the Incident tracking system, determine prioritybased on problem information and documented guidelines.• Balance several projects at once while meeting deadlines and providing excellent customer service.
