Systems Analyst

Job Title

Responsible for providing in-depth troubleshooting and advanced diagnostics for end user technical issues. Serves as escalation point for Support Services Specialists. Manages application packaging, desktop imaging, SCCM, Intune, GPO, and device policy administration. Manages other applications/tools used by Support Services team.

Essential Functions and Other Important Duties

DUTIES

• Administers and evaluates technical processes to ensure high system performance.
• Monitors, troubleshoots, and resolves end user system issues.
• Coordinates with vendors on updates, maintenance, and release testing.
• Communicates organization-wide regarding upgrades and performance issues.
• Creates and manages technical incidents within vendor platforms.
• Researches new trends and technologies in end user computing.
• Acts as SME in end user computing and reviews technical specs for RFP/RFQ processes.
• Creates and modifies software installation packages for custom and COTS software.
• Creates, maintains, and deploys Windows Desktop OS using SCCM, Intune, and GPO.
• Manages Intune environments including enrollment, configuration profiles, compliance, applications, and reporting.
• Designs and administers device and security policies using Intune, SCCM, and GPO.
• Drafts Knowledge Management articles for incident resolution.
• Mentors and trains Support Services staff.

Job Requirements

EDUCATION, EXPERIENCE, AND LICENSES/CERTIFICATIONS

• Bachelor's degree in related field; associate degree with three (3) years; or High school diploma with five (5) IT support experience.
OR
• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

REQUIRED SKILLS/ABILITIES

• Knowledge of Citywide policies and procedures.
• Knowledge of Federal, State, and Local laws and/or regulations.
• Knowledge of application packaging tools, including InstallShield, AdminStudio, or Microsoft Configuration Manager (SCCM).
• Knowledge of Microsoft Intune management, including device compliance, configuration profiles, and application deployment.
• Knowledge of HTML, JavaScript, and CSS.
• Knowledge of cloud computing and Software-as-a-Service (SaaS) operations.
• Knowledge of Information Technology Infrastructure Library (ITIL) principles and practices.
• Knowledge of Windows operating system image creation and deployment technologies.
• Skill in managing and troubleshooting Group Policy Objects (GPOs).
• Skill in developing and maintaining scripts using PowerShell, VBScript, or batch files.
• Skill in preparing clear technical documentation, process diagrams, and system workflows.
• Skill in complex problem solving, identifying complex problems, and reviewing related information to develop and evaluate options and implement solutions.
• Skill in ensuring continuous improvement in processes, relationships, and cost savings.
• Skill in providing exceptional service to internal and external customers.
• Skilled in reading and comprehending highly technical or specialized materials.
• Skill at an advanced level with Microsoft Office 365 and other software systems necessary to complete work.
• Skill in analyzing and researching, to interpret and understand policies, laws, and regulations, and to provide workable recommendations and solutions to problems that maintain compliance.
• Ability to establish and maintain effective interpersonal relationships.
• Ability to handle difficult and stressful situations with professional composure and confidentiality.
• Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
• Ability to motivate, mentor and manage teams through direct and indirect influence.
• Ability to gather and analyze data, draw conclusions, and present data and other information in a clear and logical manner in a fasted-pace environment.
• Ability to develop, understand, interpret, and apply rules, policies, and procedures operations.
• Ability to simultaneously handle multiple tasks and changing priorities in an efficient and effective manner.
• Ability to maneuver comfortably through complex policy, process, and people-related organizational dynamics.

CONDITIONS OF EMPLOYMENT

• Must have and maintain a valid Class "C" Driver's License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class "C" driver's license and state required minimum automobile liability insurance within 90 days of hire per state law)
• Must pass a drug test, driver's license check, criminal history background check, employment history verification, and social security number verification.

SAFETY

• Perform preventive maintenance on tools and equipment; ensure equipment is in safe operating condition.
• Follow established safety procedures and techniques to perform job duties, including lifting and climbing; operate tools and equipment according to established safety procedures.
• Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to the supervisor.

Environmental Factors and Conditions/Physical Requirements

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

• Safety Sensitive (Subject to random drug testing): No.
• Tools/Equipment Used: Standard office equipment, including computer and peripherals.
• Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting.
• Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching.
• Lifting: Lifting no more than 10 pounds.
• Environment: Works in an office setting, network closets, and data-center environment, and occasionally outside with exposure to temperature irregularity, noise, increment weather, debris, odor, and rough terrain; occasionally requires irregular and/or prolonged hours.
• Travel: Travels to City of Denton buildings and professional meetings as required.
• Attendance: Regular and punctual attendance at the worksite is required for this position. Requires work outside of normal business hours.
• Mental Demands: Maintains emotional control under stress; works with frequent interruptions.

CORE VALUES

• Inclusive
• Collaborative
• Service-Oriented
• Strategically Focused
• Fiscally Responsible

TOP TIER BENEFITS

• Medical, dental, and vision coverage in addition to life and disability insurance plans
• Employee Health Clinic
• Paid Vacation Days and Paid Holidays
• Retirement Plan

EEO STATEMENT The City of Denton is an equal opportunity employer. It is the City of Denton's policy to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity.

ADA/EOE/ADEA This job description is not an employment agreement, contract agreement, or contract. Management has the exclusive right to alter this job description at any time without notice.