Information Technology Analyst

City of Waco•Waco, TX

2d•Onsite

About The Position

The City of Waco seeks a skilled professional to provide second-level technical support for City employees and maintain computer hardware, software, systems, and specialty equipment. The ideal candidate will be dependable, service-oriented, and committed to providing effective technology solutions. Under general supervision, provides second-level technical support for City employees for the Information Technology (IT) Department; maintains computer hardware, software, and specialty equipment. Operates a personal or City vehicle, carrying equipment, to travel between municipal facilities, offices, and work sites to install, maintain, and repair computer hardware, software, and network equipment; deliver or retrieve IT equipment; and provide on-site technical support, conduct system maintenance, and assist departments across the City. Maintains and supports enterprise infrastructure, including networks, servers, directory and identity services, cloud productivity platforms, virtual and hyperconverged environments, and storage systems. Monitors and supports wired and wireless networks, telecommunications systems, and physical security technologies, including cameras, access control, security badging, and alarm systems. Performs system monitoring, patching, configuration management, preventive maintenance, troubleshooting, and lifecycle management to maintain security, reliability, availability, and performance. Leads or assists with infrastructure initiatives, including system upgrades, technology migrations, equipment replacements, product evaluations, and system integrations. Coordinates with internal departments, external service providers, and regulatory bodies to ensure project timelines and compliance requirements are met. Ensures compliance and alignment with applicable federal and state requirements, security policies, and frameworks, including HIPAA, the Criminal Justice Information Services (CJIS) Security Policy, and National Institute of Standards and Technology (NIST) frameworks. Develops and tests backup, recovery, disaster recovery, and business continuity plans for infrastructure systems. Coordinates software licensing, system maintenance, equipment support, and technical services with external providers. Provides on-call or emergency after-hours support as needed for infrastructure supporting 24/7 City and public safety operations.

Requirements

Associate's degree in computer science, or Information Technology, Management Information Systems or a related field
3 years of experience in systems analysis, IT support or helpdesk, network or systems administration, application support or development, or an equivalent combination of education and experience.
Valid Texas Driver's License
Must pass a Criminal Justice Information System (CJIS) background check

Nice To Haves

Microsoft, Cisco, CompTIA A+, Network+ and other professional IT certifications

Responsibilities

Develops support documentation, standard operating procedures, and deliverable plans for system implementation and operational support.
Assists with developing implementation and contingency plans, and timelines for projects.
Provides status reports, exchanges relevant information with management and project teams, and meets timelines.
Provides accurate time estimates for tasks, identifies impacted teams, and notifies management of potential issues.
Works independently and makes appropriate decisions based on experience; identifies and defines technical problems and errors and implements technical solutions to solve problems.
Refers complex problems to senior technical staff and tracks the problem until it has been resolved.
Maintains and upgrades hardware, peripherals, specialty equipment and software applications; provides second-level technical support, analyzes IT operational issues and resolves problems within scope of authority and training; duties may vary according to job assignment.
Performs system maintenance and updates according to IT Department procedures and industry standards.
Operates a personal or City vehicle, carrying equipment, to travel between municipal facilities, offices, and work sites to install, maintain, and repair computer hardware, software, and network equipment; deliver or retrieve IT equipment; and provide on-site technical support, conduct system maintenance, and assist departments across the City.
Maintains and supports enterprise infrastructure, including networks, servers, directory and identity services, cloud productivity platforms, virtual and hyperconverged environments, and storage systems.
Monitors and supports wired and wireless networks, telecommunications systems, and physical security technologies, including cameras, access control, security badging, and alarm systems.
Performs system monitoring, patching, configuration management, preventive maintenance, troubleshooting, and lifecycle management to maintain security, reliability, availability, and performance.
Leads or assists with infrastructure initiatives, including system upgrades, technology migrations, equipment replacements, product evaluations, and system integrations.
Coordinates with internal departments, external service providers, and regulatory bodies to ensure project timelines and compliance requirements are met.
Ensures compliance and alignment with applicable federal and state requirements, security policies, and frameworks, including HIPAA, the Criminal Justice Information Services (CJIS) Security Policy, and National Institute of Standards and Technology (NIST) frameworks.
Develops and tests backup, recovery, disaster recovery, and business continuity plans for infrastructure systems.
Coordinates software licensing, system maintenance, equipment support, and technical services with external providers.
Provides on-call or emergency after-hours support as needed for infrastructure supporting 24/7 City and public safety operations.