Systems Analyst 1, 2, or 3

OPEN UNTIL FILLED

This is a sensitive government position.

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 Please review the GBI Employment Disqualifiers before applying for this position. Employment for the selected candidate(s) is contingent upon the successful completion of a GBI background investigation including criminal, credit and driver's history checks, polygraph examination, fingerprinting and drug screening.

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The GBI follows the Federal statute regarding illegal drug use and is a drug-free workplace. Although some states have legalized recreational drug use, applicants who currently use illegal drugs or controlled substances will be subject to disqualification from employment with the GBI.

The Systems Analyst (Technology Services) provides timely and effective technical support for end users, including executive management, by troubleshooting hardware, software, and related technology issues. This position supports daily IT operations, assists with the analysis and design of software and equipment installations, and works closely with organizational divisions and external service management partners to meet user needs.

DUTIES AND RESPONSIBILITIES:

• Provide technical support for end-user hardware, software, mobile devices, printers, peripherals, and related technology systems.
• Develops expertise in team’s operational processes and in GBI’s IT policy framework.
• Troubleshoot and resolve time-sensitive technical issues affecting staff and executive management.
• Analyze user’s needs and recommend appropriate hardware, software, and equipment solutions to support operational requirements.
• Install, configure, maintain, and support standard business applications, operating systems, and approved enterprise tools.
• Respond to service requests and incidents in accordance with established service levels, priorities, and organizational procedures.
• Document incidents, troubleshooting steps, resolutions, inventory updates, and support activities in the appropriate ticketing or service management system.
• Coordinate with internal IT teams, organizational divisions, vendors, and external service management partners to resolve issues and ensure continuity of support.
•  Support user account-related functions, including password resets, access troubleshooting, and basic system connectivity issues, in accordance with security policies and procedures.
• Assist with equipment replacements, workstation moves, software upgrades, and technology refresh activities.
• Maintain accurate records of assigned assets, equipment installations, and support activities.
• Follow organizational policies, cybersecurity standards, change management requirements, and operational procedures while performing support activities.
• Perform other related duties as assigned to support business operations and service delivery needs.

ESSENTIAL JOB FUNCTIONS:

• Deliver excellent customer service by providing timely, courteous, and effective support to end users. 
• Actively listen to understand user concerns, ask clarifying questions, and ensure accurate issue resolution. 
• Communicate clearly and professionally, both verbally and in writing, with technical and non-technical audiences. 
• Diagnose, troubleshoot, and resolve basic hardware, software, and system issues efficiently. 
• Provide technical support and guidance on standard business applications, operating systems, and office equipment. 
• Quickly learn and adapt to new technologies, systems, and processes. 
• Maintain strong organizational and time management skills to prioritize tasks and meet deadlines. 
• Adapt effectively in a fast-paced, changing environment with shifting priorities. 
• Collaborate with team members and cross-functional departments to resolve issues and improve processes. 
• Exhibit strong interpersonal skills and the ability to build positive working relationships. 
• Uphold a high level of integrity, professionalism, and accountability in all interactions. 
• Operate standard office equipment, including computers, copiers, scanners, and multi-line telephone systems.

KNOWLEDGE SKILLS AND ABILITIES:

• Knowledge of principles, practices, and methods used in technical support and end-user computing services.
• Knowledge of computer hardware, desktop and laptop systems, mobile devices, printers, peripherals, and common office technology.
• Knowledge of standard operating systems, business applications, remote support tools, and ticketing or service management systems.
• Knowledge of basic network connectivity concepts, including Wi-Fi, VPN, printers, and shared resources.
• Knowledge of software installation, configuration, maintenance, and troubleshooting techniques.
• Knowledge of customer service principles and the ability to provide professional support to users at all levels of the organization, including executives.
• Skill in diagnosing, troubleshooting, and resolving technical problems in a timely and effective manner.
• Skill in analyzing user needs and identifying appropriate technical solutions.
• Skill in installing, configuring, and testing hardware and software solutions.
• Skill in documenting incidents, resolutions, and technical procedures clearly and accurately.
• Skill in organizing work, managing multiple tasks, and responding to competing priorities in a fast-paced environment.
• Skill in communicating technical information clearly to both technical and non-technical users.
• Ability to establish and maintain effective working relationships with internal staff, management, vendors, and external partners.
• Ability to exercise sound judgment, discretion, and professionalism when handling sensitive or high-priority issues.
• Ability to work independently and as part of a team to support daily operations and service objectives.
• Ability to learn new technologies, systems, and support processes as organizational needs evolve.
• Ability to follow written procedures, security requirements, and operational standards.
• Ability to maintain confidentiality and protect sensitive information.
• Ability to lift and move basic computer equipment and perform workstation setup activities, as needed.

PHYSICAL REQUIREMENTS:

The incumbent will occasionally be required to stand; walk; reach with hands and arms; stoop and kneel. This position requires the incumbent to be able to lift 25 pounds.

WORK ENVIRONMENT:

This position requires the incumbent to work in an office setting which includes shared office space with other employees with an option for hybrid work after six months.

NOTE: This position may require some travel and operating a state vehicle. A valid Georgia driver’s license is required.

Salary will be commensurate with experience.

 

MINIMUM QUALIFICATIONS:

Systems Analyst 1 (ITP020; Pay Grade: J)

Bachelor's degree in a related field from an accredited college or university AND One year of related experience

OR 

Associate's/Vocational/Technical degree in a related field from an accredited college or university AND Three years of related experience 

OR 

Five years of related experience.

Systems Analyst 2 (ITP021; Pay Grade: K)

Bachelor's degree in a related field from an accredited college or university AND Two years of related experience 

OR 

Associate's/Vocational/Technical degree in a related field from an accredited college or university AND Three years of related experience 

OR
Two years of experience at the lower-level Systems Analyst 1 (ITP020) or position equivalent.

Systems Analyst 3 (ITP022; Pay Grade : L)

Bachelor's degree in a related field from an accredited college or university AND Three years of related experience 

OR 

Associate's/Vocational/Technical degree in a related field from an accredited college or university AND Five years of related experience

OR

 Three years of experience at the lower-level Systems Analyst 2 (ITP021) or position equivalent.

Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

PREFERRED QUALIFICATIONS:

Preference will be given to applicants that, in addition to meeting the minimum qualifications, possess one of the following certifications:

• A+
• Network+
• Microsoft 365 Endpoint Administrator
• Microsoft Modern Desktop Administrator Associate
• Security+
• ITIL 4 Foundation
• AWS Cloud Foundational, Azure Cloud (Fundamental) or GCP certification. 

The GBI reserves the right to close this job announcement once a qualified applicant pool has been identified.

• Due to the volume of applications we receive, we are unable to provide information on application status by phone or by e-mail. All qualified applicants will be considered, but may not necessarily receive an interview. Applicants who are not selected for an interview will not receive notification.
• Foreign Education: Applicants who have completed part or all of their education outside the U.S. must have their foreign education evaluated by an accredited organization to ensure that the foreign education is equivalent to education received in accredited educational institutions in the U.S. This evaluation must be a course-by-course evaluation that includes each completed course/subject and the U.S. credit equivalent. Applicants must submit (2) copies of the credential evaluations to the address noted above by the deadline. For a listing of services that can perform this evaluation, see the National Association of Credential Evaluation Services website at http://www.naces.org/members.htm.
• Due to budget constraints, the GBI is unable to sponsor or take over sponsorship of an employment visa.
• Applicants must present a professional image during all phases of the GBI hiring process, to include when interviewing, either in-person or virtually. The attire and appearance of applicants interviewing must be what is generally accepted as both professional and appropriate for a business work environment. 
• Please contact GBI Office of Human Resources at 404-270-8335 or [email protected] if reasonable accommodation is needed in the application and/or interview process.

THE GBI IS AN EQUAL OPPORTUNITY EMPLOYER