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Desktop Systems Analyst
Ref No.: 18-16011
Location: Cincinnatti, Ohio
Job Description

Major purpose: Work assignments are varied and of greater scope and complexity, often involving testing and
troubleshooting to identify problems. Under limited supervision, incumbents analyze, troubleshoot,
repair, and
maintain the computer system, terminal network, and peripheral equipment relating to computer and
network hardware and software. Performs routine preventative maintenance on all computer system
equipment. Utilizes diagnostic programs and electronic test equipment. Performs analysis and
administrative tasks in the planning, design and installation of new and existing personal computerbased applications. Troubleshoots and modifies PC software applications. May work on complex applications and be involved in making recommendations or decisions to meet overall departmental or organizational needs.
Major functions: Duties and Responsibilities
Resolves technical problems in a call center/help desk environment, reviewing requests submitted
via e-mail or phone.
Develops and uses good customer service abilities and technical skills to resolve issues surrounding
installation and usage of software and hardware products.
Responsible for supporting the timely process through which system problems are controlled. Will
isolate, resolve and follow-up with end-users to resolve MIS problems of a high level of complexity.
Provides guidance /training to less experienced personnel including Helpdesk technicians. Will
provide evaluation input to supervisor.
Installs, configures and troubleshoots desktop systems, laptops, workstations and network
connectivity issues with increasing autonomy.
Installs, configures and troubleshoots desktop software systems, including operating systems, office
solutions, and other common desktop packages.
Maintains and updates records and tracking databases associated with help desk problems, asset
deployment, etc.
Documents all work related procedures, processes, and support activities.

Assists with design, implementation, and maintenance of IT help desk including documenting and
tracking issues to ensure a timely resolution, evaluate issues to establish priorities and establish a
timeframe for resolution, design statistical reports to identify reoccurring incidents that may be
Performs detailed analysis and debug of failing systems and tests in order to characterize and isolate
failures and establish working PC configurations.
Coordinates multiple projects simultaneously, managing time and resources to ensure work is
completed efficiently and within established timeframes.
Maintains a positive work atmosphere by acting and communicating in a manner that is cooperative
and supportive of customers, co-workers and managers.
Other duties as assigned
Technical/Functional skills: Competencies

Building Customer Loyalty
Effectively meeting customer needs; building productive customer relationships; taking responsibility
for customer satisfaction and loyalty.

Clearly conveying information and ideas through a variety of media to individuals or groups in a
manner that engages the audience and helps them understand and retain the message.

Continuous Improvement
Originating action to improve existing conditions and processes; identifying improvement
opportunities, generating ideas, and implementing solutions.

Continuous Learning
Actively identifying new areas for learning; regularly creating and taking advantage of learning
opportunities; using newly gained knowledge and skill on the job and learning through their

Customer Focus
Ensuring that the customer perspective is a driving force behind business decisions and activities;
crafting and implementing service practices that meet customers' and own organization's needs.

Engagement Readiness
Demonstrating a willingness to commit to one's work and to invest one's time, talent, and best efforts
in accomplishing organizational goals.

Facilitating Change
Encouraging others to seek opportunities for different and innovative approaches to addressing
problems and opportunities; facilitating the implementation and acceptance of change within the

Initiating Action
Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.

Generating innovative solutions in work situations; trying different and Client ways to deal with work
problems and opportunities.

Interpersonal skills
Manages people successfully in the face of dynamic and often ambiguous situations.

Managing Conflict
Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and
methods to reduce tension or conflict between two or more people.

Managing Work (includes Time Management)
Effectively managing one's time and resources to ensure that work is completed efficiently.

Technical/Professional Knowledge and Skills
Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

Staying with a position or plan of action until the desired objective is obtained or is no longer
reasonably attainable.
Education/Experience/Licenses etc.: Previous Experience
Experience/familiarity with (a) Microsoft Windows operating systems (b) Familiarity with MS Office
Suite (c) The implementation of commercial off the shelf products (d) computer hardware.

Degree/Diploma Obtained Program of Study
Associates Computer Science
Associates degree in computer science or information systems, bachelors degree preferred.

Must be eligible for a security clearance

Training Period:
Initial training will require 90 days to 1 year. Training includes classroom sessions, on the job
experience, and web based training in the following areas: Company policies and procedures, Code of Ethics, On-line Compliance Training, EH&S, HR Information System, Payroll, and Time and
Attendance requirements. Successful completion of training requirements will be evidenced through
continued employment and/or performance evaluations.

Responsibility & Authority
Incumbents are responsible for and authorized to carry out assigned duties.