The ITS Analyst (I, II, III) – Customer Support & Technical Support typically reports to the
Supervisor, Manager, or Site Director of Customer Service and Technical Support and has no direct
reports.

POSITION SUMMARY
The role of the Customer Support & Technical Services Analyst is to provide second level desktop
support. They are responsible for resolving incidents as well as meeting customer satisfaction and
continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment
which provides services over the phone, through remote access and in person.

Analyst I - Under general direction provides second level desktop support to our user community
and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving incidents and
tasks as well as meeting customer satisfaction and continuous service delivery demands. IT
Support staff work in a dynamic, fast-paced environment which provides services over the phone,
through remote access, and in person. The Desktop Analyst also supports our Application Teams
when necessary and provides 'limited' on-site support to our Technical Teams.
Analyst II - Experienced and more knowledgeable Analyst who provides second level desktop
support to our user community and their devices (PCs, Laptops, Printers, Peripherals). Responsible
for resolving incidents and tasks as well as meeting customer satisfaction and continuous service
delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides
services over the phone, through remote access, and in person. The Desktop Analyst also supports
our Application Teams when necessary and provides 'limited' on-site support to our Technical
Teams.
Analyst III - Serves at a high level, experience and expertise demonstrated in all areas, and can
function as a Project Manager if assigned. Serves as a mentor to less experienced staff and can fill
in for leadership when needed. Analyst provides second level desktop support to our user
community and their devices (PCs, Laptops, Printers, Peripherals). Responsible for resolving
incidents and tasks as well as meeting customer satisfaction and continuous service delivery
demands. IT Support staff work in a dynamic, fast-paced environment which provides services over
the phone, through remote access, and in person. The Desktop Analyst also supports our
Application Teams when necessary and provides 'limited' on-site support to our Technical Teams.

ACCOUNTABILITIES
*All duties listed below are essential unless noted otherwise*
1. Assist/complete escalated incident tickets.
2. Create, Test and Imaging Devices.
3. Active Directory user & device administration.
4. Enter/ Complete standard, security & purchase requests.
5. Can work independently.
6. Small project management.
7. Documentation (KB’s).
8. Mentors staff (AII, AIII).
9. Ability to recognize a trend with system wide impact and create PRB ticket in Service Now.
Work with other teams as needed to resolve.
10. Attend meetings in absence of supervisor/manager (Analyst III).
11. Assesses/completes more complex tasks.
12. Review and address automated reports /notifications (Scom, Service Now). Work with teams
to resolve.
13. Participate in on Call Rotation.
14. Other duties as assigned.