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TAC Employment Opportunities

IT Support Analyst

IT Support Analyst Position Overview
Plan, implement and support TAC’s network and computing infrastructure as part of a team. Provide day-to-day technical support and administration of network environment. Provide first tier response, analysis and resolution planning for detected issues and seeks appropriate resolution of issues on behalf of the business. This position has a key role in system up-time, security and disaster recovery initiatives. Tier one support is basic troubleshooting and the first point of contact.

Essential Job Functions

  • Serve as the first tier support of contact for customers seeking technical assistance.
  • Promote a high level of customer satisfaction through proper telephone techniques and respond with an appropriate amount of urgency to user problems.
  • Perform advanced troubleshooting for complex technical problems including desktops, servers, security issues, printers, network architecture and applications.
  • Provide remote and in-person technical support to customers for various technical issues.\
  • Identify, research and resolve technical problems.
  • Ability to thoroughly work through customer requests with fast turnaround.
  • Keep customers informed of progress, changes and solutions in a timely manner.
  • Properly document, track and monitor problems in the help desk ticketing system and resolve them in a timely manner.
  • Comply with division process and procedures, including updating help desk ticket status and documenting solutions performed specific to all work order assignments using associations help desk tracking software.
  • Escalate technical issues when appropriate.
  • Mentor and support fellow help desk technicians.
  • Act as a subject matter expert to TAC end users as needed.
  • Understand and support TAC’s IT strategies.
  • Proactively learn technology trends related to network security.
  • Perform other duties as assigned.

Experience / Education Requirements

  • Bachelor’s degree in computer science, information systems, business or related field, is preferred.
  • A minimum of two years’ experience performing technical troubleshooting or direct customer service support in a customer service focused environment.
  • Diagnose and resolve technical issues across a variety of hardware, software and networking, including but not limited to:
    • Remote desktop support
    • Various desktop applications
    • Microsoft Server (all versions)
    • Virtualization technologies (VMWare, Hyper-V, etc.)
    • Office 365
    • Microsoft Operating Systems (Windows 7-10)
    • Active Directory
    • Network Security (Cisco, Fortinet, etc.)
    • Backup Solutions and Applications
    • Shoretel or Cisco Phone Systems
    • Networking and Configurations (switching, routing, firewalls, etc.)
    • Encryption Technologies
  • Preferred certifications:
    • Microsoft Certified Information Technology Professional (MCSE)
    • VMWare Certified Professional (VCP)

Other Skills & Abilities

  • Strong interpersonal skills both remotely and in-person; communicate with customers effectively and respectfully.
  • Customer service oriented; hospitable, patient, friendly and polite.
  • Customer service desk, incident management or problem management skills a plus.
  • Ability to explain complex IT concepts in simple terms to end users.
  • Detail oriented and ability to identify and troubleshoot problems efficiently.
  • Requires excellent communications skills, both written and verbal, and the ability to relate to persons with a variety of cultural, economic, and educational backgrounds.
  • Requires a high degree of professionalism in representing TAC in contact with elected officials, members, vendors and others.
  • Preferred experience working in a VMWare or other virtual infrastructure environment.
  • Knowledge of systems software sufficient to determine if a malfunction is with hardware of software.
  • Must function independently with minimal supervision.
  • Ability to maintain confidentiality.
  • Must be proficient in use of personal computer and Microsoft Office products, including, Outlook, Excel, Word and PowerPoint. Preferred proficiency with SharePoint.

Physical Requirements

  • Standing: Some functions
  • Sitting: All functions
  • Walking: Some functions
  • Lifting: Required
  • Pushing or pulling loads: Required
  • Reaching overhead: Required
  • Kneeling/squatting: Required
  • Climbing stairs: Required
  • Climbing ladders: Required

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This description reflects management’s assignment of essential functions. It does not proscribe or restrict the tasks that may be assigned. This job description is subject to change any time.

Please send cover letter, salary requirement and resume to No phone calls, please.​ ​

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