Information Technology Support Analyst II

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Job description

EMPLOYMENT OPPORTUNITY
This position is responsible for a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting computer hardware, operating systems, software applications, peripherals, and communicating devices for the entire organization.

Under general supervision of the CIO, is responsible for a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting computer hardware, operating systems, software applications, peripherals, and communicating devices for the entire organization. Advises the Information Technology Administrator in developing standards and IT processes for workstation configuration in a client/server web services environment. Participates in the use of systems management tools to efficiently support and maintain the workstation environment. Evaluate and perform analysis of complex applications relating to workstation operating systems, software applications, interaction with the network, and automated tools. Performs various project tasks and requires good communication skills with the ability to work with users with a strong customer service ethic. Exercises judgment and decision-making in the diagnosis and resolution of computer and hardware problems.
ESSENTIAL FUNCTIONS OF WORK
Troubleshoot, analyze, and solve computer workstation problems using a variety of systems management tools and techniques.

Daily interaction with City staff in solving workstation problems and answering questions.

Shares responsibility for the continued 24/7 operation of the City network, serves in an "on-call" capacity and responds to outages in a timely manner.

Identifies and resolves network configuration issues at workstations and user or network resource issues.

Consults and interacts with City staff and maintains a high level of customer service.

Provides extensive support of mobile devices such as Tablet PC's (iPad), Smartphones (iPhone/Android), and remote/mobile laptops; implementing standards in their configuration, setup, security and ongoing support.

Ability to multitask and prioritize user requests with limited direction.

Performs daily monitoring of service tickets and ensures work is being completed promptly while maintaining high levels of communication with City staff until the work is completed.

Helps establish computer workstation standards, including firmware, operating systems, and software versions, while coordinating these standards with the IT Administrator.

Performs workstation maintenance following citywide standards and methods, including installation, configuration, maintenance, and troubleshooting using imaging tools.

Participates in the review and evaluation of equipment and software alternatives for departments/users and recommends solutions.

Maintains fixed asset inventory information for City computer equipment and software licensing using systems management tools.

Assists with training users on standard City software, hardware, and their operation.

Performs related duties as required to meet the Communication/IT needs of the City.

Maintains and develops professional skills through ongoing training and career development.

Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES
Ability to multi-task and meet deadlines.

Ability to establish and maintain effective working relationships with City employees and the general public to gain their confidence and cooperation.

Ability to communicate effectively.

Ability to write, plan, compose, and edit documents for publication.

Ability to gather data and prepare factual reports.

Ability to follow directions and to set and adhere to policies.

Ability to work independently, under pressure, to achieve goals; to create a supportive work environment that encourages self-motivation.

Ability to sit for long periods of time;

Ability to lift and move objects weighing up to 50 pounds;

TYPICAL QUALIFICATIONS
Possession of a bachelor's degree in Computer Science, Information Science, or a related field plus at least two years of experience in an information technology environment or any equivalent combination of education and experience.

Experience with and knowledge of computer and mobile operating systems.

Experience with and knowledge of network management and network cabling.

Experience with or knowledge of computer workstation software applications (word processing, spreadsheets, and database applications) and office automation products.

Experience with imaging/scanning and geographical information systems (GIS).
SUPPLEMENTAL INFORMATION
Must possess a valid State of Ohio driver's license and have an acceptable driving record.

Must be at least 18 years of age.

Background must be free of felony convictions.

Comply with training directives established by supervisory and management personnel.

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