PC Technical Analyst I/II/III

The purpose of this job is to maintain, evaluate, modify, troubleshoot, document and repair computer hardware and software systems and associated peripheral devices. Assists PC Services Manager with guidelines, procedures, and methodologies for PC Services. Plans, schedules, directs, implements, and assures satisfactory completion of special projects as assigned by the PC Services Manager.

**This position may be filled as a Level I, II, or III based on additional responsibilities and qualifications required**

Determines, and resolves problems pertaining to computer hardware, printer, peripherals, and software
• Plans and coordinates personnel moves including changes necessary to affect the move
• Documents problems and fixes thru incident reporting for hardware and software issues
• Plans, schedules, and tracks work related activities with Service Now ticketing system
• Plans, schedules, documents, and aids with special projects and their satisfactory completion
• Handles all other ancillary duties as they apply to support Trustmark
• Perform additional duties as assigned.

Level III Additional Responsibilities:

• Trains and assists other group members as well as develop guidelines, procedures, and methodologies for other PC Technical Analysts
• Plans, schedules, documents, and provides leadership for special projects and their satisfactory completion

• Technical or vocational school education required with at least 2 years of previous experience working in a desktop system support environment. -OR - At least 4 years of previous experience working in a desktop system support environment.
• Advanced knowledge of Windows desktop operating systems, LAN/WAN technology, and Windows "shrink-wrapped" applications (MS Office, Word, Internet Explorer), along with computer hardware and basic security concepts.
• Knowledge of Active Directory objects and group policies
• Fundamental knowledge of Macintosh hardware & OS
• Knowledge of printer operations and how they communicate in a network environment.
• Knowledge of standard concepts, practices, and procedures within an Active Directory Domain
• Knowledge of HCL Big Fix and/or SCCM endpoint management consoles and processes.
• Advanced communication & customer service skills
• Sound time management principles

Level II Additional Qualifications:

• Technical or vocational school education required with at least 4 years of previous experience working in a desktop system support environment. -OR - At least 6 years of previous experience working in a desktop system support environment.

Level III Additional Qualifications:

• Technical or vocational school education required with at least 6 years of previous experience working in a desktop system support environment. -OR - At least 8 years of previous experience working in a desktop system support environment.

Physical Requirements/Working Conditions: Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screens. Also, must be able to lift 50 pounds, climb ladders, crawl under desks and maneuver within network wiring closets.

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.