Technical Services Analyst I


The Technical Services Analyst I is responsible for project assignments, remediation of problems of a moderate scope with minimal instruction from project or department leadership. Areas of focus include technical operations, trouble-shooting and debugging, service integration, service and relationship management.


Project Assignments
  • A technical point of contact for related projects.
  • A subject matter expert in the related support areas, providing assessment on scope, impact or issue remediation.
Service Management
  • Resolve complex issues and identify root causes of problems.
  • Primary responder for issues or request submitted by senior leadership.
  • Monitor and track production related matters and trends, through custom reporting and dashboards.
  • Verify performance metrics against stated SLAs. Define and recommend potential service improvement opportunities.
Service Integration
  • Troubleshooting system hardware and software, including operating system and software application problems and makes recommendations.
  • Maintain operational functionality of support tools and capabilities required to support technician processes and procedures.
  • Develop standard operating procedures for training purposes, standardizing adoption of support and ensure adoption of processes.
Technical Operations
  • Take appropriate action to address complex conditions related to the specific areas of focus, and support IT personnel with issues that are unique to the IT environment.
  • Approach issues in a methodical fashion, to analyze, recommend and troubleshoot situations to expedite the remediation or resolve the impact to production.
  • Composure
  • Customer Focus
  • Communications: Includes Written and Informing
  • Approachability
  • Listening
  • Problem Solving
  • Learning on the Fly
  • Integrity and Trust
  • 4-6 years of experience in the IT field or equivalent work experience
  • Bachelor’s Degree with a concentration in Business, Economics or Computer Science, or an equivalent diploma
  • Ability to follow general instructions on routine work
  • Ability to exercise judgment within established practices, policies and procedures to determine appropriate action
  • Ability to build productive internal and external working relationships
  • Strong communication skills
  • Basic application of productivity suite software (i.e. Microsoft Office)
  • Requirements: Consistent timeliness and regular attendance. Job requires ability to work in an office environment, primarily on a computer. The job also requires sitting, standing, walking, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
  • Occasional Requirements: Job occasionally requires bending, kneeling, reaching, and lifting up to 10 pounds.
  • May also require occasional driving and/or traveling overnight for business functions or site visits.
  • Vision requirements: Ability to see information in print and/or electronically.


This position description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.