System Support Analyst

IT System Support Analyst

St. Louis County Government's Department of Information Technology seeks to hire for the position of IT System Support Analyst. The System Support Analyst serves as the initial point of contact for all technical support inquiries. This role is responsible for providing prompt, courteous, and effective assistance to users experiencing hardware, software, or network issues. The System Support Analyst will troubleshoot basic problems, resolve routine issues, and escalate more complex problems to higher-tier support as needed.

The starting salary range for this position is between $21.49 - $25.79 hourly, depending upon the candidate's qualifications as well as budgetary considerations. We offer a comprehensive benefits package and a generous Paid Time Off (PTO) policy.

St. Louis County Government is a qualified agency for the Public Service Loan Forgiveness program managed by the Federal Government.

Examples of Duties

• Respond to and log all incoming support requests via phone, email, or ticketing system according to SLA.
• Provide first-level technical support for desktops, laptops, mobile devices, printers, and applications.
• Perform routine tasks such as password resets, account lockouts and software installations.
• Diagnose and resolve basic network and connectivity issues.
• Maintain accurate records of issues and solutions in the help desk system.
• Follow documented procedures and contribute to internal documentation and knowledge base.
• Escalate unresolved or complex issues to Tier 2 IT staff in a timely manner.
• Support onboarding and offboarding processes, including MFA setup and user account provisioning.
• Assist with inventory tracking and hardware / software asset management.
• Maintain high levels of customer service and ensure timely follow-up and communication with end-users.
• Perform other duties as required or assigned.

Minimum Qualifications

Equivalent to a Bachelor's Degree in computer science, information systems, geo-spatial information systems, telecommunications, CADD, or a related degree.

Preference may be given to applicants who have one or more of the following attributes :