JOB SUMMARY

The role of an IT Analyst is the department’s first line of technical support for TDA. They perform basic monitoring, maintenance and troubleshooting of Top Draw’s computer systems, both hardware and software, and other peripheral equipment (drawing tablet, printer, IP phones, etc.)  to ensure optimal performance so that end users can maintain a high level of productivity.  

DUTIES & RESPONSIBILITIES

• Receives request for technical assistance by performing initial diagnosisand troubleshoots end-user’s hardware and software issues in a timely manner using the available company resources.

• Provides technical assistance with computer hardware, software and peripherals to end-users.

• Performs hardware, software and network installations, configurations and updates to the end-user’s computer system in compliance with company standards and procedures.

• Monitors and maintains computer systems, applications, network and peripherals of end-users.

• Deploys end-user’s computer hardware and peripherals.

• Supports the implementation of new solutions, applications and systems.

• Repairs and replaces equipment as necessary.

• Creates error logs and enhancement requests for analysis and resolution.

• Ensures proper documentations for all requests, issues, problems and resolutions.

• Escalates unresolved technical issues when necessary.

• Performs other related tasks as assigned.

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REQUIREMENTS

Competencies

• Excellent problem-solving skills and decision – making skills

• Strong grasp of knowledge on IT technologies and principles to deliver accurate solution to an issue

• Ability to follow deadlines.

• Proactive / self – starter

• Team player.

• Customer focus or customer service.

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Motivational Fit

• Openness for continued learning (new technology, processes, etc)

• Willingness for challenging work. (possible long hours and deadlines)

• Detailed orientation

• Committed in providing fast and accurate solution to real- time issues

• Follow escalation process

• Ability to maintain the highest level of confidentiality.

• Able to multi-task.

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Knowledge Areas

• Basic computer software and hardware troubleshooting

• Basic computer networking

• Knowledgeable in Microsoft Office, Excel

• Email and ticket handling

• TDA Vision, Mission and Values.

• TDA IT Security of Information related Policies.

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Work Experience

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering and relevant field.

• Preferably with IT certifications.

• 0-1 year work experience in IT related field

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