IT Infrastructure Support Analyst/Lead - Site Support

As the IT Infrastructure Support Analyst/Lead - Site Support for the State of Nebraska, you will be responsible for configuring, installing, and troubleshooting personal computers and laptops for various state agencies. This includes providing vital software application support, maintaining local area networks, and ensuring top-notch technical assistance across the designated region. Your role will play a critical part in ensuring that all agencies have the technology support they need to operate efficiently.

To qualify for the IT Infrastructure Support Analyst/Lead - Site Support position with the State of Nebraska, you will need at least an associate degree in computer science or a related field, along with four years of relevant technical experience. Alternatively, you can have post-high school coursework in computer science combined with five years of experience. Additionally, experience in providing guidance to lower-level IT staff is preferred, along with solid troubleshooting skills in a large enterprise network.

The IT Infrastructure Support Analyst/Lead - Site Support position at the State of Nebraska comes with an impressive benefits package! You can expect flexible working conditions, 13 paid holidays per year, a generous amount of vacation and sick leave, and a robust state-matched retirement program. Moreover, you will benefit from tuition reimbursement, employer-paid health insurance, dental and vision plans, and an employee assistance program, ensuring a great work-life balance.

Yes, previous experience is crucial for the IT Infrastructure Support Analyst/Lead - Site Support position at the State of Nebraska. Candidates are expected to have significant technical experience, including expertise in troubleshooting personal computers in a diversified enterprise setting. The role also requires skills in Active Directory administration and remote client/server computing, making prior relevant experience highly beneficial for prospective applicants.

An ideal candidate for the IT Infrastructure Support Analyst/Lead - Site Support position should possess strong skills in PC maintenance, a solid understanding of Windows 10 and Microsoft Office applications, and familiarity with Ethernet wiring and troubleshooting local area networks. Furthermore, excellent communication, leadership, and customer service skills are essential to effectively liaise with various State agencies and provide top-tier support.

When answering this question, highlight your hands-on experience in a similar setting. Mention specific tools or techniques you've used for troubleshooting, how you've resolved issues, and any positive feedback you received from your previous supervisors or users you assisted.

Use the STAR method (Situation, Task, Action, Result) to structure your answer. Share a particular incident where you went above and beyond to assist a user, detailing the steps you took and how it positively impacted the organization.

Discuss your approach to prioritizing based on urgency and impact on the business. You can explain how you assess requests' severity, communicate with stakeholders, and ensure that critical issues are addressed first while keeping track of ongoing tasks.

Talk about preventative measures you implement, such as regular maintenance checks, monitoring performance metrics, and ensuring proper documentation and training for staff. Highlight your approach to proactive problem-solving.

Emphasize your customer service skills by detailing how you remain calm, patient, and professional when dealing with challenges. Share techniques you use to empathize with users and provide effective solutions while keeping their concerns at the forefront.

List specific tools, software, and systems you have used and provide insight into how they have helped improve your workflow or the efficiency of the IT support you provided. Ensure to mention any relevant certifications.

Explain your methodology for staying updated on protocols, including training and self-guided research. Discuss how you implement best practices within your team and maintain a culture of compliance.

Share your experience with mentoring or training, focusing on your approach to breaking down complex ideas into understandable concepts. Discuss your techniques for encouraging engagement and ensuring comprehension.

Talk about your commitment to lifelong learning. Mention resources such as industry publications, webinars, online courses, or professional groups that you leverage to enhance your knowledge and skills in IT infrastructure.

Provide specific examples of projects you've managed or how you've previously taken on leadership roles. Highlight your ability to facilitate collaboration, delegate tasks, and achieve project goals on time.