Mission

Empower our customers to deliver digital services that promote the general welfare. To provide more detail, we chose the word “empower” because we felt it describes how we work as force-multipliers to what government does. We make things possible and give strength to our customers. The word “customer” comes from the root “custom,” something regular and present, and which implies an ongoing relationship. “Digital services” because we’re focused, first and foremost, on the people whom government serves. And “promote the general welfare,” a phrase from the opening of the Constitution, which is used to derive government’s mandate to spend money in providing services for people’s benefit.

Vision

We see a government that:

• Is effective and efficient in delivering services to people.

• Is in touch with the people it serves

• Can find the right problems to solve

• Can confidently apply technology

• Is driven towards outcomes.

• Can continually learn and adapt to change.

Primary Responsibilities

In this role, you will serve as an individual contributor within a team; upon the direction and guidance of leadership, you will be responsible for supporting daily tasking activities, meeting deadlines, and supporting department operations. Primary expectations of an IT Support Analyst I include:

• Responding to all helpdesk tickets and meeting established service level agreements (SLA)

• Troubleshooting windows and mac systems, performing system maintenance; application installations and assigning software licenses

• Engages with external Vendor support for Line of Business applications to support users

• Manages inventory assets in our Asset Management System

• Manages all software inventory asset during the onboarding and offboarding process

• Abides by standard operating procedures

• Responsible for configuring and setting up new equipment for onboarding team members; creating accounts and tracking asset assignments

• Manages loaner laptop fleet and hardware inventory

• Wiping and reimaging returned laptops; SLA reporting

• Ability to identify and escalate issues as needed and engage with other team members

• Attention to detail and providing well documented processes and work summaries

• Assisting staff with transfer of system settings to new equipment

• Shipping and receiving of user laptop equipment and accessories

• Management of tracking purchases in our asset management system

• Other duties as assigned (examples: IT projects, ISO documentation, etc.)

Basic Qualifications

• Associate's or Bachelor's, 0-1 years of experience
  Relevant years of experience may be substituted for education

• Limited exposure to, or demonstrated interest in IT

• Experience with helping troubleshoot both hardware and software for a 100% remote company

• Willing to work a flexible schedule during time sensitive deadlines