Information Technology Analyst

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DEFINITION:

Under supervision, provides a variety of technical support, system implementation, maintenance, troubleshooting, and related services in the support of the Information Technology and telephone systems; monitors system performance to ensure performance and reliability standards are met; responds to complex user support problems; performs the technical and complex tasks relative to information technology services and programs; performs related duties, as assigned.

SUPERVISION RECEIVED:

Works under the general supervision of the Information Technology Manager.

JOB OVERVIEW: 

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES:

• Provides analytical support to citywide technology programs including, but not limited to, business applications modification and maintenance, network or communications infrastructure design, implementation, and administration, telecommunications, and website development and management. 
• Troubleshoots, diagnoses, and maintains complex enterprise network systems; monitors and maintains servers; ensures system integration for operability across multiple platforms and technologies. 
• Monitors technology systems to evaluate reliability, conformance to performance metrics, and overall availability; tests, installs, implements, maintains, and modifies a diverse range of system hardware and software; confers with departments to determine needs and system configurations; defines and performs primary testing of enhancement/upgrades before release to users. 
• Provides professional support to a diverse range of business applications; evaluates and creates programs or databases for processing data; schedules application installation and upgrades. 
• Designs and updates website front end systems; analyzes web content needs for departments and implements web-based products and applications; develops and maintains website policies and procedures; coordinates interdepartmental data sharing and system integration. 
• Participates in enterprise systems security; installs system security hardware, software, and related devices; monitors security system to identify any breaches; activates procedures and responses to system security issues; provides recommendations to mitigate risk. 
• Creates and manages employee access to computer systems, email, and various applications used by City employees; sets and resets employee passwords; audits employee usage of technology and equipment to ensure compliance with City policies and procedures. 
• Receives and manages work orders; troubleshoots and resolves enterprise system software, hardware, workstation, server, database, peripherals, and infrastructure issues. 
• Conducts systems analysis in the design, implementation, maintenance, and upgrades of enterprise information systems and related applications, utilities, hardware, and peripherals. 
• Assists in the development and implementation of technology-related protocols, policies, procedures, and operating standards. 
• Conducts research and stays current on new trends and innovative solutions for technology programs; recommends new technologies to improve operational technology effectiveness and services. 
• Performs related duties, as assigned.

JOB-RELATED AND ESSENTIAL QUALIFICATIONS:

KNOWLEDGE OF:

• Operations, services, and activities of integrated information systems. 
• Principles, practices, methods, and techniques of troubleshooting, diagnosing, and resolving hardware and software, and network/telecommunication system issues. 
• Principles and practices of network security management. 
• Principles and practices of technical problem-solving. 
• Research techniques, methods, and procedures. 
• Technical report writing practices and procedures. 
• Principles and procedures of recordkeeping and reporting. 
• Applicable federal, state, and local laws, codes, and ordinances relevant to the areas of responsibility. 
• Principles and techniques for working with groups and fostering effective team interaction to ensure teamwork is conducted smoothly. 
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff. 
• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar. 
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed. 
• Network and computer-based systems such as Windows Server and Windows desktop operating systems.

ABILITY TO: 

• Provide professional support to a diverse range of the City’s technology programs. 
• Perform complex duties in the installation, configuration, administration, and maintenance of technology systems hardware and software in assigned program areas. 
• Participate in the design, development, testing, and implementation of new technology systems. 
• Evaluate, research, and diagnose complex user issues and recommend solutions. 
• Work with end users to develop enhanced applications for business process automation. 
• Document, review, assess, improve, and implement system processes. 
• Participate in the development and implementation of technology policies, procedures, and protocols. 
• Plan, develop, and facilitate end-user training. 
• Prepare clear and concise technical documentation. 
• Understand and follow oral and written instructions. 
• Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed. 
• Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments

SPECIAL PHYSICAL REQUIREMENTS:

• Routinely stand, reach, lean, twist, grasp, lift and carry up to 50 pounds, climb ladders, push, pull, bend, and kneel.

LICENSE REQUIRED:

Must possess a valid Class C California Driver’s License.

EDUCATION AND EXPERIENCE:

Any combination of experience and education that will provide the required knowledge and abilities is qualifying.  A typical way to attain the necessary knowledge and ability is:

EDUCATION: 

Graduation from a four-year college or university with an emphasis in computer science, information systems, business administration or a related field. 

EXPERIENCE:

Four years or more of responsible experience providing professional support to information systems programs. Experience managing enterprise software applications and projects is preferred.