Associate Technical Support Analyst

ESSENTIAL JOB FUNCTIONS

• Provides entry level technical, consultative and administration services related to the use and maintenance of the virtualized computing environment.

• Evaluate incoming incidents and requests, gather specific information to resolve or escalate to appropriate personnel.

• Identifies ongoing issues, areas for improvements or needed adjustments to facilitate continual improvement of job related tasks and customer satisfaction.

• Effectively communicates technical information in a positive and helpful manner to customers with various levels of computer knowledge.

• Works with customers to define requirements and makes sound recommendations for the purchase of computer software to meet those needs.  

• Coordinates purchases with vendors and manages software licenses for products purchased by IT.

• Utilizes service desk management tools to document and manage work order requests and to build a useful knowledge base for IT staff and customers.

• Use tools and troubleshooting to identify needed repairs. Submits requests with vendors for repair and coordinates with vendors and customers to ensure work is completed correctly and within established SLA’s.

• Makes effective use of various technical resources including vendor support, knowledge bases, technical manuals, online sources, etc., to implement technical solutions and troubleshoot problems.

• Writes clear, complete, and easy to understand documentation.

• Stays abreast of emerging technologies.

• Proposes innovative solutions to meet the business needs of customers. 

• Successfully manages multiple priorities including daily work and project related tasks.

• Effectively communicates technical information in a positive and helpful manner to customers with various levels of computer knowledge.

• Makes a valuable contribution to team objectives.

• Shares information and technical knowledge with team members to help others in building their knowledge and skills to provide the best possible service to our customers.

• Demonstrates a respectful attitude towards customers and coworkers that promotes teamwork, open communication, and effective customer service. 

• Acts with the customer in mind, responds to requests promptly and provides effective services or solutions for customers.

• Exercises appropriate level of initiative and judgment to make decisions within the scope of assigned authority.

• Provides a wide range of technical, consultative and administration services related to the use and maintenance of the virtualized computing environment.  Makes recommendations on software and hardware used in virtualization,  as well as installing, updating, maintaining, and configuring the operating system/applications in a virtualized environment

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES 

• Basic knowledge of virtualization technologies and automated software deployment products for software distribution.

• Basic knowledge of ITIL best practices and adherence to ITIL processes implemented by the IT department.

• Working knowledge of and experience with workstation operating systems, office productivity software, and enterprise email as well as the ability to learn and support various business software applications utilized throughout the city.

• Basic knowledge of network management tools used for the creation and maintenance of objects including users and groups, workstations, printers, etc.

• Basic understanding of network protocols including DNS, DHCP, TCP/IP and Ethernet technologies to troubleshoot network connectivity issues.

• Solid working knowledge and technical competence installing, configuring, maintaining, and supporting computer hardware including desktops, laptops, workstations, mobile devices, printers, scanners, and various other peripherals.

• Basic knowledge and experience with various computer hardware including Intel-based desktops, laptops, and workstations, mobile devices, and various peripheral devices including printers, scanners and other standard peripherals.

• Solid technical competence installing, configuring, maintaining, and supporting off the shelf and custom workstation software to support customers’ business needs.

• Ability to operate a motor-vehicle to travel to and from off-site locations to support/attend business meetings, training and related events.

• Ability to effectively communicate information, both verbally and in writing, to support organizational objectives and interact with all levels of personnel within the city in a positive and cooperative manner.

OTHER FUNCTIONS:

• Provides after hours on call IT support on a periodic basis.

• Provides recommendations for service desk budget requests and expenditures.

• Other duties as required.

—Employees are held accountable for all duties of this job—

SCOPE OF AUTHORITY: 

Receives minimal supervision under the direction of the service desk manager.  Plans daily work activities and prioritizes tasks.  Expected to handle different and specialized situations in department or functional areas.  Defined procedures utilized include:  Standards for customer service, IT department policies and procedures, city policies and procedures, employee handbook, purchasing guidelines, and organizational values.

Financial Accountability:

No financial responsibility.

WORKING ENVIRONMENT/PHYSICAL ACTIVITIES:

The work environment/physical activities described here are representative of those an employee encounters while performing the essential functions of the job. 

Work is primarily performed in a standard office and occasionally in a computer room or network switch room environment with low noise levels. Physical effort and activities include: moderate physical activity by handling objects up to 50 pounds occasionally and up to 20 pounds frequently.  On occasion required to work under desks.  Occasional exposure to noise and cold in the computer or switch rooms.

MINIMUM REQUIRED QUALIFICATIONS (EDUCATION, LICENSE, TRAINING AND EXPERIENCE):

Associates Degree with a minimum of one (1) years relevant experience with workstation, service desk and network support.  A combination of education and experience may be substituted for a degree with three (3) years relevant experience in lieu of education.  Valid driver license required.

The City is an Equal Employment Opportunity

The City’s Core values are in every employee’s individual Performance Plan which helps us to reinforce our expectations for living and working by our Core Values.  

Every City employee is expected to perform his/her job to the highest professional standards.  This includes upholding the City’s values with integrity and accountability, acting in a manner that is respectful and inclusive towards others, and adhering to the City’s policy on employee conduct as detailed in the personnel rules sec. 70-143.  

Vision: We Dream Big and Deliver

Mission:  We are dedicated to delivering superior services to enhance the lives of everyone in our community.

Values: 

Innovation: We excel in creativity, flexibility and the use of best practices while valuing diverse backgrounds, ideas and perspectives.  

Passion: We are a high performing, inclusive team inspiring each other to pursue excellence. 

Opportunity: We value our diversity, embrace possibilities, face challenges, persevere and take action to deliver quality results. 

Salary : $56,807 - $77,675