Description

You will bridge the gap between business users and technical developers by translating functional needs into technical requirements.

Responsibilities

• Analyze customer business needs to plan, design, and implement new or enhanced systems.
• Monitor and resolve technical issues within applications by collaborating directly with developers.
• Manage ticket queues and assign tasks to appropriate internal and external support staff.
• Handle IT procurement and software license management for the agency.
• Write Standard Operating Procedures (SOPs) and Quick Reference Guides to document processes and educate users.

Required Skills

• Extensive experience working with Active Directory.
• 3+ years of experience monitoring ticket systems and resolving direct IT user issues.
• 3+ years of experience tracking software licenses and hardware inventory.
• 1+ years of experience writing SOPs and technical quick reference guides.
• Proven ability to troubleshoot, debug, and prioritize technical issues.
• High-level understanding of Windows 11, hardware, and software installations.
• Experience managing user application rights and security keys.
• Strong organization and communication skills.
• Bachelor's degree in a related field with 5 years of experience, or an Associate's degree with 5 years of experience, or 5 years at a Systems Analyst 1 level.

Preferred Skills

• Experience with SharePoint (2013 or 2019).
• Experience working in Amazon Web Services (AWS).
• Proficiency with PowerShell.

Key Skills

Education

Any Graduate