American Postal Workers Union

Senior System Support Analyst

Based in Washington, DC

 

Job Title: Senior System Support Analyst
Department: Information Technology
Reports To: Senior Manager, Information Technology

APPLICATION PROCESS:
Submit résumé & cover letter to: Human Resources Department (hdecker@apwu.org)

BASIC FUNCTION:
Investigates and resolve software and hardware problems of computers, networks, and servers.

DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide technical support via phone, email, or remote access to local and off-site users by researching and answering questions, troubleshooting problems, and maintaining computer and server performance.
• Coordinate with internal support staff and vendors to resolve problems and complete projects.
• Follows up with end users to make sure that problems are resolved in a timely manner.
• Support installs or upgrades of software or devices, set up user profiles, and reset passwords.
• Documents, maintains, upgrades, or replaces hardware and software systems. Limited support for standard APWU-approved software.
• Provide training or guidance to users on properly using desktop products, e-mail, remote access, and other end-user systems.
• Document processes and procedures for software and hardware configurations and installations, including new and unique configurations. Helps develop standard procedures.
• Occasional travel is required.

SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• B.S. in a computer-related field or Associate’s degree in a computer-related field or equivalent certifications or specialized IT training; and 5+ years related experience; or equivalent combination of education and experience.
• In-depth knowledge of Microsoft Windows 10/11 and Windows Server 2019.
• Knowledge of desktop suites (especially Microsoft 365).
• PC configuration and maintenance (A+ Certification, Network+).
• Remote control, remote administration software, and remote access software.
• Network administration experience and knowledge of Microsoft networking (i.e., domain controllers and active directory).

PHYSICAL DEMANDS
Ability to lift computer equipment.

COMPENSATION:
$85,000 - $88,000 annually, commensurate with experience. Excellent benefits package including health insurance and retirement plans.