Client Technologies Analyst

Job Summary:

The Client Technologies Analyst II is responsible for supporting the ongoing Information Technology needs of all Cirrus employees. The position provides guidance for all aspects of end-user computing. Provides timely and creative solutions to end-user computing problems to ensure end-user productivity. Responsible for documenting solutions to problems and developing end-user guidelines/training. The Client Technologies Analyst II is an experienced client technology position. The position has superior troubleshooting capabilities, and outstanding customer service and support skills. Evaluates business/technical needs and recommends solutions; plans, determines requirements, designs, builds, customizes, tests, implements, maintains and/or enhances a variety of hardware and software systems. The Client Technologies Analyst II serves as a subject matter expert for multiple client technology solutions. This is a dynamic environment which offers exposure to many technologies. Excellent written and verbal communication skills are required.

Supervisory Responsibility:

None

Job Duties and Responsibilities (Essential Functions):

• Must be able to travel to Duluth, MN for 4 weeks of job training.
• Maintains expertise in the end-user computing technologies and environment at Cirrus.
• Keeps current with advancements in the field of end-user computing technologies.
• Creates and manages Service Requests, Incidents, and Problems through a ticketing system.
• Provides consulting assistance to Cirrus personnel regarding the use of technologies in the performance of their jobs.
• Maintains, analyzes, troubleshoots, and repairs Information Technology hardware and software.
• Setup, configures, and performs hardware and software deployments.
• Acts as a point of escalation for complex technical problems.
• Manages multiple requests at one time with exceptional follow through.
• Monitors system performance to assure high level of capability and effectiveness.
• Documents, maintains, upgrades or replaces hardware and software systems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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:

• Associates degree in computer related field or equivalent education and experience
• 3+ years of providing technical support
• ITIL Foundation Certification is preferred

Demonstrated Proficiencies/Skills/Abilities:

• Must be able to demonstrate the ability to read, write and speak the English language.

• Experience with computer hardware, software, mobile devices and peripherals
• Experience with the Microsoft Windows and Office environments required.
• Experience with Apple OS X is required
• Experience administrating Office 365 is required
• Experience with Apple iOS or Google Android is required
• Experience utilizing Microsoft System Center or Jamf Pro is a plus
• Core Competencies include:
  • Manages Complexity - Asks the right questions to accurately analyze situations, acquires data from multiple and diverse sources when solving problems, uncovers root causes to difficult problems, evaluates pros and cons, risks and benefits of different solution options.
  • Communicating Effectively - Be transparent and honest in communications to all stakeholders providing the timely and helpful information they need. Attentively listening to others. Encourages the open expression of diverse ideas and opinions.
  • Customer Focus -Gains insight into customer needs, identifies opportunities to benefit the customer, builds and delivers solutions to meet customer expectations and establishes/maintains effective customer relations.
  • Situational Adaptability - Picks up on situation cues and adjusts in the moment. Readily adapts personal, interpersonal, and leadership behavior. Understands that different situations may call for different approaches. Can act differently depending on the circumstance.
  • Optimizes Work Processes - Identifies and creates the processes necessary to get work done, Separates and combines activities into efficient workflow, Designs processes and procedures that allow managing from a distance, Seeks ways to improve processes,

Collaborates - Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Gains trust and support of others.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Overtime hours may be required.



Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.