IT Analyst

Job Title

Under general supervision, performs specialized and technical work in all phases of computer operations. This position performs front line high technical support for City all network and systems services through phone and email Help Desk requests or as assigned by IT Manager. This position is also responsible for troubleshooting and diagnosing client-side devices including PC's, printers, servers, firewalls, switches, routers, phones and client-side software issues. In addition to daily support, this position plays a role in department projects and processes such as collaborative technical recommendations, PC replacements, software deployments, inventory management, project management and user training.

Representative Duties

Coordinates assigned computer local and wide area network and system activities to ensure hardware/software compatibility and compliance with policies, goals, and objectives.

Installs new equipment, systems, programs, and software upgrades; interfaces computers to peripheral equipment; administers computer systems.

As assigned, coordinates information system repairs, modifications and implementation with contract providers to ensure the maximum effectiveness of all hardware and software applications.

Provides desktop support to Agency staff; evaluates, troubleshoots, diagnoses, and resolves computer hardware, software, network, related equipment, and communication connectivity problems.

Evaluates user hardware and software needs and coordinates the purchase of information technology equipment and systems; maintains purchasing contracts.

Completes scheduled maintenance tasks such as daily backup and running of reports.

Assist in coordinating security and protection including policies, programs, and training.

Identifies opportunities for improving service delivery methods and procedures; analyzes and evaluates new applications.

Consults with users to develop required network services for the future; monitors existing programs to improve performance; confers with vendors and recommends procurement of network and communication products and services; assists end-users and provides instruction concerning computer systems and applications.

Acts as a resource on all aspects of the Agency's network systems equipment; maintains and modifies Internet applications and Website.

Trains users in operating systems, software, and hardware.

Participates in special projects.

Assists in maintaining a record and inventory of work activities and testing of network, communication, and peripheral equipment; stays current with the industry; performs system backups.

Provide solutions to frequently occurring problems for inclusion in the knowledgebase.

Perform responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs).

Provide basic audio-visual support for AV equipment throughout the city.

Assist other technicians with the installation or modification of workstation hardware and software, including connecting hardware to the network, installing software, transferring data and testing.

Help maintain accurate hardware and software inventories and assist in ordering equipment as directed.

Expand the knowledge of the existing knowledgebase by providing solutions to frequently occurring problems.

Research and resolve highly complex customer inquiries in a timely manner.

Perform all duties relating to infrastructure and various tasks such as maintaining anti-virus software, maintaining Active Directory, Virtualization environment (PD and City Hall), networking and dealing with security assessment.

Assists in coordinating and overseeing various information technology contractors.

Qualifications

Knowledge of:

Excellent verbal and written communication skills.

Experience in a medium to large-scale enterprise network environment.

Ability to troubleshoot problems and provide exceptional customer service by communicating complex concepts clearly to non-technical users.

Knowledgeable in a variety of network technologies, concepts, practices, and procedures.

Ability to lift up to 60 pounds.

Availability to work on-call after hours, weekends, and holidays on a rotating schedule with other team members.

Perform routine multi-tasking functions.

Understand and work within the course and scope of duties, authority and responsibilities.

Analyze situations and apply departmental rules and regulations effectively.

Ability to work with minimum supervision.

Ability to:

Operate equipment used in assigned recreational program.

Implement activities in support of assigned recreation program.

Effectively handle and diffuse disruptive behavior among program participants.

Meet and deal tactfully and effectively with program participants and the public.

Respond to requests and inquiries from the general public.

Maintain records and prepare simple reports.

Understand and adhere to City and department policies, procedures, rules & regulations.

Possess effective interpersonal skills, using tact, patience and courtesy.

Perform routine multi-tasking functions.

Analyze situations, apply departmental rules, and use common sense where no guidelines are readily available.

Operate office equipment including computers and supporting software applications.

Use sound professional judgment in the application of policy, procedures, and laws in situations arising in the course and scope of employment.

Understand and work within the course and scope of duties and responsibilities.

Relate effectively to people of a variety of cultures, languages, disabling conditions and socioeconomic situations

Work independently in the absence of supervision.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work.

Experience, Education and Licenses

Education/Training :

Must possess a high school diploma from an accredited high school or G.E.D. equivalent.

Bachelor's Degree in a related field, or equivalent professional certificates.

Experience:

4 years of progressively responsible, professional experience in Information Technology.

License or Certificate :

Must possess a valid California Class C Driver's License and maintain possession of such license during the course of employment.

Must have an acceptable driving record, be insurable at standard rates by City's insurance carrier, and maintain such insurance during the course of employment.