IT Analyst (MVRDA)

City of Las Cruces•Las Cruces, NM

1d•Hybrid

About The Position

This is a full-time regular, non-exempt position responsible for maintaining and supporting Mesilla Valley Regional Dispatch Authority (MVRDA) information technology systems, including computers and peripheral equipment. The role involves providing customer assistance services and network support functions. The position functions 15% outdoors in various weather conditions and 85% indoors, with occasional exposure to electrical hazards and active lasers. Physical demands include pushing/pulling and lifting/carrying equipment up to 80 pounds, occasional bending, stooping, reaching, crouching, writing, and frequent computer use. Visual and auditory acuity are necessary. The role involves on-call status, competing demands, multitasking, working to deadlines, occasional work beyond normal business hours, and responding to customer issues. The position is subject to drug testing.

Requirements

High School Diploma, GED or equivalent.
Minimum (one) 1– (three) 3 years of IT support experience in an enterprise environment.
Comfortable handling daily system maintenance, hardware troubleshooting, and user account management.
Valid NM Class D Driver's License or equivalent issued by another state.
General Knowledge of principles and practices of managing current Microsoft Windows and Microsoft Office computer software.
General Knowledge of capabilities of computer hardware, software and operating systems.
General Knowledge of basic network support and printer management procedures.
General Knowledge of job-related technical terminology.
General Knowledge of system access and security guidelines and procedures.
General Knowledge of hardware and software troubleshooting techniques in a networked environment.
General Knowledge of MVRDA organization, operations, policies and procedures.
Ability to assess and prioritize multiple tasks, projects and demands.
Ability to communicate effectively in verbal and written forms.
Ability to establish and maintain effective working relations with co-workers and customers.
Ability to work independently as well as in teams.
Ability to interpret technical instructions.
Ability to exercise initiative and independent judgment within established procedural guidelines.
Ability to respond effectively to customer service requests.
Ability to operate a motor vehicle and navigate across even and uneven surfaces.
Skills in basic operating system and software troubleshooting by analysis of problem descriptions from customers.
Skills in responding professionally, effectively and efficiently to customer service requests and demonstrating excellent customer service skills.
Skills in using basic tools and procedures for maintaining computers and peripheral devices.
Skills in prioritizing multiple tasks, projects and demands.
Skills in installing, maintaining, modifying, and upgrading computer software.

Nice To Haves

Associates Degree in Computer Technology, Computer Science or directly related field is preferred.
CompTIA A+ Certification and Microsoft Certified Professional (MCP) required within 6 months of hire.

Responsibilities

Provide technical assistance to MVRDA staff.
Provide technical support and analysis by consulting with users to determine hardware, software, or system required specifications.
Respond to the technical support needs and inquiries of users.
Explain Information Technology (IT) issues, deploy solutions, and follow up with users to assure the stability and functionality of their systems.
Perform computer troubleshooting to diagnose problems.
Analyze computer functionality.
Identify, locate, resolve, and repair problems within the scope of authority.
Document call records and results.
Maintain and update computer systems, primarily comprising Microsoft Windows.
Install software and upgrades, enhancements, and revised functions.
Install and relocate computers and peripheral hardware as directed.
Provide referral to Network Systems Administrator when problems occur which are beyond their skills or outside the scope of authority, and track the problem until it has been resolved.
Configure, install, and upgrade user computers, tablets, and peripherals.
Sanitize and redeploy computers as needed.
Test and modify computer systems based on the needs of the user or specific system design and operational requirements.
Create and maintain user accounts and system access for e-mail and file shares.
Configure and maintain users, systems, and software for remote access to work off-site.
Maintain an accurate report of equipment and software malfunctions.
Perform basic network troubleshooting to diagnose connectivity and security problems.
Identify, resolve, and repair problems within the scope of authority.
Prepare and update technical documentation.
Check physical wiring and component connectivity.
Coordinate maintenance, support, and troubleshooting activities with various contracted vendors.
Maintain compliance with federal, state, local, and internal security policies.
Provide end-user and staff training, support, and assistance on various types of hardware and software as required.
Participate in IT On-call rotation with 45-minute on-site response required.
Keep abreast of technological trends and new product developments.
Perform other job-related duties as assigned.