Enterprise Support Analyst

Salary: $48,000.00 - $60,000.00 AnnuallyLocation : Columbus, OHJob Type: Full-TimeJob Number: 08262024Department: Technology InfrastructureOpening Date: 08/26/2024Summary Organization SummaryFCDC provides cost-effective, business-driven, collaborative, and secure IT services and solutions to public service agencies throughout Ohio's most dynamic county. Our goals are simple, but expansive: to be the most trusted enterprise technology service provider for Franklin County and a national leader in digital government services. Every day the FCDC team empowers local government departments, agencies, teams, and nonprofits to deliver top-notch services to residents and businesses in central Ohio, and we take pride in the work they accomplish with our support. Job SummaryEnterprise Support Analysts, reporting to the Enterprise Support Manager, are the first responders for all incoming IT break-fix incidents and IT service requests at FCDC. They are often the "face" of our organization for thousands of Franklin County employees, and therefore the people in these positions play a crucial role in building trust in our services and keeping county users productive and satisfied with their technology. To do this, Enterprise Support Analysts provide support and services in person, by phone, by remote access, by email, and through FCDC's IT service management systems. Using ITIL-based methods, Enterprise Support Analysts gather and document break-fix incident information, diagnose problem severity and nature, and either resolve reported problems or escalate issues to appropriate technical teams for analysis and resolution. Analysts also manage incoming requests for service and either fulfill those requests via standardized processes or route the requests to the appropriate resources within FCDC. Additionally, Analysts participate in assigned upgrade and deployment projects in support of FCDC and client operational goals. NOTE: Employees new to FCDC or promoted into new positions must successfully complete a 180-day probationary period, and all employees must adhere to current Employee Handbook policies. Essential Duties and Responsibilities Essential Duties and ResponsibilitiesTo perform this job successfully, employees must be able to perform each essential duty and fulfill each responsibility to a satisfactory degree. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The essential duties and responsibilities for all Enterprise Support Analysts (levels 1, 2, and 3) include the following: Priority 1: Enterprise Support Analysts must provide services in a supportive, user-sensitive way that honors the fact that many users are not tech-savvy and may even be tech-phobic. Solving problems, providing information, and fulfilling requests must always be kind, generous, communicative, proactive, and intended to build trust with users. Analysts must keep in mind the end user's job is to get work done for their team, department, or agency, not become IT experts; our job is to help them effectively use the IT systems we provide and support. Supportive Customer ServiceRapidly engage with client support and service inquiries (via phone, email, in person, or via incident/request management software) about common devices and applications; assist users with troubleshooting reported IT problems; provide basic operating instructions as neededActively listen to end user problems and requests, pressing users for the most accurate representation of what they have observed or what they need; do not blindly accept user requests or descriptions of incidents at face value, as users often jump to incorrect conclusions in IT mattersPositively collaborate with IT support personnel embedded in Franklin County agencies in resolving user incidents and requestsCoordinate incident resolution and request fulfillment with other Enterprise IT and FCDC teams as neededEscalate issues from the Enterprise Support team to responsible parties with thorough hand-off informationinclude details on the user, the request or problem, and what steps and research have been completed so farthis allows the escalation team to pick up where the Analyst left off, reduces or eliminates delays caused by hand-offs, improves end user satisfaction, and builds trust in FCDC personnel and processesFocus on rapid resolution of incidents and fulfillment of requests in order to meet or (ideally) exceed established service level goals and metrics - without sacrificing end user satisfaction or rushing to inaccurate solutionsFollow up with other FCDC teams involved in incident resolution and request fulfillment to ensure incidents are resolved, requests are filled, and the customer communication is clear and complete Hardware Deployment and SupportCollaborate with users, partner agency IT contacts, FCDC's Endpoint Engineer(s), and Business Relationship Managers (BRMs) as needed to assess requirements and recommend appropriate hardware solutionsPrepare and deploy hardware (PCs, monitors, peripherals, etc.) to end users based on standard or specified configurationsTroubleshoot hardware problems with and for end users as requested; escalate hardware problems to other staff as neededCoordinate with hardware manufacturers on warranty-based or other repairs PC Image and Application Installs and SupportWorking with FCDC's Endpoint Engineer(s), deploy standardized Windows OS images and core applications on new or renewed PCsWhere possible, use SCCM and Intune features to deploy business applications to PCs in fulfillment of authorized end user requestsManually deploy applications to end user PCs as needed, while adhering to policies and procedures governing proper purchasing and license assignment and managementProvide feedback to the Endpoint Engineer(s) on standard images and configurations in order to develop improvements that boost user productivity or satisfaction, or reduce support effortsProvide direct end user support and troubleshooting for common applications like Office 365 (Word, Excel, PowerPoint, Outlook, OneDrive, Teams, etc.), web browsers, county-wide websites (from a user perspective), SharePoint, printing, file shares, etc.NOTE: Enterprise Support Analysts can attempt to provide limited troubleshooting support for specialty applications, but in general issues or requests for specialty applications should be clearly handed-off to application owners, either within FCDC or in partner agencies Mobile Device SupportNOTE: Mobile device support is a new and growing area. Future revisions to this job description will be more specific in this area.Provide end user support for county-owned mobile devices (iOS, Android), including Wi-Fi connectivity, email and calendar configurations, app installation, and enrollment in Mobile Device Management (MDM) platforms (e.g. Intune)Refer county-owned mobile device questions about mobile service plans to the "owners" of those plans in each agency (if known)For personally owned devices, provide limited support for core app configuration (email, calendar) using approved setup instructionsAssist users with Ping ID multi-factor authentication (MFA) setup and testing; escalate complex MFA issues to the Enterprise Information Security team ITSM Platform Utilization and ProcessesUse the assigned IT Service Management (ITSM) platform to track break-fix incidents, service requests, user communication, and technical documentation (as of early 2020 this is ServiceNow)Actively participate in ITIL-based incident management for end users, including initial documentation, incident identification and categorization, escalation as needed, vendor contact as needed, up to final resolution, closure, and communication with end users; notify BRM team members as needed for problematic or sensitive incidentsActively participate in ITIL-based request management for end users, including initial documentation, requests clarification and categorization, and fulfillment or routing of request to appropriate team(s); notify BRM team members as needed for ambiguous, large, or strategic requestsBuild and maintain written and graphical IT systems and support documentation both for technical peers and end users to find via self-service or automated search in the assigned ITSM platform; collaborate with peers and the Enterprise Support Manager on editing and revisionsProvide timely, clear, and regular status updates on break-fix incidents and service requests in the ITSM platform, thereby keeping users informed on status, next steps, and estimated resolution or fulfillment timeframeProvide feedback to supervisors and ITSM platform managers on ways to improve efficiency, automation, usability, and accuracy of ITSM applications, including recommended or requested integrations with other systems Asset ManagementKeep FCDC and Franklin County IT equipment, software and other information technology resources in good repairAssist the Enterprise Support Manager and the Enterprise Financial Services team with hardware and software asset tracking; follow documented and/or trained procedures carefully; this may include initial inventory data entry, physical inventory counts, analysis of reports from LANsweeper, SCCM, Ivanti patch management, or other platformsActively participate in equipment lifecycle activities, including end-of-life procedures involving data destruction, formal salvage procedures, and ultimately electronics recyclingAssist the Enterprise Support team as needed with receiving, documenting, tracking, storing, and securing physical and/or virtual IT assets (new PCs, peripherals, consumable equipment, software licenses User Account Management and SecurityCollaborate with the Enterprise Information Security team on user account management activities in Active Directory (or similar systems), including new account setup, account changes, group creation, group changes, and user account modification and deletion upon departure from Franklin CountyDevelop, maintain, and follow written procedures for account creation/deletion activitiesRestrict access to account management rights to only those Enterprise Support Analysts that have been fully trained on the proceduresDirect users requesting assistance with password resets to use the provided password reset platform (currently SailPoint); where necessary, assist users with password resets manuallySupport users seeking new/changed accounts and groups by directing them to the appropriate request forms and/or applicationsAs noted above, assist users with enrollment in the Ping ID multi-factor authentication (MFA) platform, on both county-owned and personally-owned devicesUphold important security policies, procedures, and safeguards in cooperation with the Enterprise Information Security team Additional ResponsibilitiesShare ideas for help desk process policy, and/or system improvements with supervisorCross-train teammates in tech support methods, tips, and tricks as needed to build a stronger Enterprise Support teamAs time allows, pursue cross-training with more senior analysts and engineers across FCDC when exploring career options or skills developmentMaintain awareness of service level goals and metrics related to Enterprise Support operationsBuild a growing and evolving body of IT knowledge in hardware, software, cloud services, and more in order to be ready for changing support requirements in FCDC and across the industryDevelop a wide range of knowledge about Franklin County partner agencies (their missions, team sizes, IT requirements, etc.), specialty applications used across the county, active projects across FCDC and clients, and so forthAll other duties as assigned Qualifications Education & Work Experience Requirements EducationPreferred: 2-year Associates degree or higher, preferably in computer science or related field.Required: High School diploma Work ExperiencePreferred: 4+ years hands-on end-user support experience in a professional IT environment of 250+ users including Windows PCs, Windows Servers, printers, popular Office applications, mobile devices, and cloud-based services; experience must include Active Directory-based user account and group setup and shutdown processing; experience must include PC deployment or "refresh" projects of at least 25 PCs; experience must also include intermediate troubleshooting and handling occasional escalations form fellow IT support staff.Required: 2+ years hands-on end-user support experience in a professional IT environment of 100+ users including Windows PCs, Windows Servers, printers, popular Office applications, mobile devices, and limited cloud-based services; experience must include PC deployment or "refresh" projects of at least 10 PCs. CertificationPreferred: CompTIA A+ or better, acquired or renewed within last 5 years; additional relevant and recent IT certifications from major manufacturers and/or testing services; e.g. CompTIA, Microsoft, Cisco, Dell, or similar at the desktop level or higher.Required: None Supplemental Information Intellectual AbilitiesDecision Making/Problem SolvingMakes sound, well-informed, and objective decisions in a timely manner.Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.Applies both rational and creative processes to identify unknown root causes of problems.Based on the situation, decides best course of action, implements the solution, and follows-up to see how it's working.Calculates and evaluates the long-term consequences of a decision. CommunicationClearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message and invites response and feedback.Keeps others informed as appropriate.Demonstrates effective written and verbal skills.Uses keen active listening skills to gather and validate information, to build trust, and enhance collaboration. Social SkillsTrust DevelopmentGets along with othersActs with dignity and integrityEarns and maintains trust and support of supervisorsBuilds trust with client end usersEarns and maintains trust and support of peers within the organization for technical solutionsBuilds trust with client IT, project, and support contactsEarns and maintains trust and support of leaders across the organization for technical ideas and solutionsBuilds trust with client leaders Self + Stress ManagementMaintains effective performance under pressure; handles stress in a manner that is acceptable to others and to the organization.Stays calm and even-tempered when handling crises, stressful situations, continuous change, or unexpected developments.Handles increased pressure and growing responsibilitiesRapidly recovers from difficult situations; deals constructively with adversityActs as a settling or calming influence in a crisis. TeamworkWorks effectively in a team environment to accomplish organizational goals.Participates as an active and contributing member of project and cross-functional teams aligned.Helps create and maintain strong morale and a feeling of belonging in his/her team. Conflict ManagementUses appropriate interpersonal styles and techniques to reduce tension and/or conflict between two or more people; able to size up situations quickly; able to identify common interests; facilitates resolution.Steps up to conflicts and sees them as opportunities.Finds common ground and achieves cooperation without disruption to workflows or interpersonal relationships. InclusionValues an inclusive organization where the differences of all people are respected, valued and utilized towards achieving common goals.Respects and relates well to people from varied backgrounds, understands diverse worldviews, and is sensitive to group differences; sees diversity as an opportunity, respectfully challenges bias and intolerance.Supports equal and fair treatment. DriveWork EthicDoes what it takes to get the job done. Puts in extra hours as needed to ensure designs are detailed and thorough and projects run well.Ensures teammates are getting what they need for projects and mentoring. FCDC BENEFITS SUMMARY Medical, Dental, Vision and Behavioral Health, and Prescription Drug CoverageEmployee Assistance ProgramDisability and Life InsuranceOhio Public Employees Retirement System (OPERS)Deferred CompensationGenerous Paid Time Off AccrualTen Paid HolidaysTuition ReimbursementCompany-Paid Training and DevelopmentCommuter Program The Franklin County Data Center is an Equal Opportunity Employer.Franklin County Data Center offers a complete benefits package to full-time employees including; health care, dental care, life insurance, long and short term disability insurance, holidays, vacation, sick leave, deferred compensation plans, transportation and credit union. To learn more details, visit our