IT Analyst I

Town of Chapel Hill•Chapel Hill, NC

1d•Onsite

About The Position

The IT Analyst I provides technical support for Police Department operations and Town-wide technology needs. The role supports end users, assists with hardware and software deployment, troubleshoots systems, and helps maintain the Town’s information infrastructure and systems. The position may supervise and monitor other employees, or it may not. Work is typically performed in an office and includes responding to after-hours requests when available. The position requires a valid North Carolina driver’s license and private transportation or the ability to travel between job sites.

Requirements

Associate’s degree in a related field of study.
Knowledge of software and operating systems, firewalls, network switches, application servers, basic networking principles, customer service practices, and hardware and software technology trends.
Ability to prepare reports; monitor systems, networks, and other technologies; use hand tools, department vehicles, cable testers, management systems, and web-based software systems; and use Microsoft Office Outlook, Excel, Word, PowerPoint, or similar tools.
Ability to solve problems, make sound decisions, establish and maintain effective working relationships, communicate effectively orally and in writing, and model behavior consistent with the Town’s value of RESPECT.
Valid North Carolina driver’s license and private transportation or the ability to provide transportation between job sites.
Subject to the Drug and Alcohol-free Workplace policy and the Safe Driving and Accident Policy.

Responsibilities

Screen and answer Help Desk support requests by phone, email, ticket, or walk-in, and provide technical support to users.
Troubleshoot hardware and software problems across Town IT systems and reconfigure computers, software, and network appliances to minimize downtime.
Perform administrative maintenance on Microsoft Office 365, Active Directory, print servers, and VoIP telephony systems.
Maintain and support Town audio-visual systems and endpoint security, including installing, monitoring, and testing antivirus software and encrypting data on mobile devices.
Maintain hardware and software documentation and help test computer images for deployments and upgrades.
Install and configure hardware and software, replacement computers, printers, fax machines, and other equipment; transport equipment to remote office locations.
Provide equipment setup, testing, and technical support for Town events.
Troubleshoot digital cable boxes and televisions.
Analyze operational processes and research and recommend improvements to workflow and efficiency.
Train users with a range of technical abilities to use technology and access essential job functions.
Coordinate vendor-provided hardware, software, and support to ensure systems work together.
Facilitate communication between operational departments and TS to assess and meet technology needs.
Respond to after-hours requests when available and perform other assigned duties.