Microcomputer Systems Analyst, Senior

City of Norfolk, VA•Norfolk, VA

75d•Onsite

About The Position

The Department of Information Technology (IT) plays a key role in driving customer-focused innovation initiatives. It is comprised of three technical bureaus which are Business Enablement, Customer Success and Productivity, and Technology Infrastructure and Cybersecurity. There is a continual need for technology solutions that meet business function and organizational needs, while balancing security and support requirements. IT sets technology policy direction for the enterprise, identifying, recommending, implementing, and maintaining technology and solutions to support the City's business needs. Collectively, the 95 IT staff members work together to provide essential services and technical support to all City staff and business functions while maintaining a supportive, respectful, and inclusive culture in the department. This is a vacancy within the City of Norfolk's Information Technology technical support area. Our dynamic team performs both technical and professional work for staff and public-access computers across city departments. We provide level 2 and 3 support for computer software and hardware, as well as specialized technical hardware and software systems. Our team applies a broad knowledge of technology infrastructure and processes to troubleshoot and resolve technology problems. The person in this position is responsible for the installation and maintenance of staff and public Windows computers and iMacs, and the installation and updating of any software on those machines. In addition to maintaining computer systems, this individual is also responsible for supporting and maintaining advanced technology systems including but not limited to digital signage, audio/visual system support, sound and lighting systems, and interactive whiteboard systems. Each of these systems requires specialized training and maintenance by a skilled technician.

Requirements

PROBLEM SOLVING: perform analytical and problem-solving activities and arrive at sound solutions; diagnose and resolve computer hardware, software, access, and security issues.
CUSTOMER SERVICE/HELP DESK: Provide excellent customer service and IT support to all agencies.
SOFTWARE MANAGEMENT: Install and update software on computers using desktop management and other remote software management tools.
PROJECT ASSISTANCE: Provide advanced technical support with projects which involve computer hardware and software or other specialized technical systems.
DOCUMENTATION: Create, document and modify computer hardware and software installations and troubleshooting procedures for technical staff.
IT ASSET MANAGEMENT: Capable of recording and providing hardware/ software inventory. On site physical Inventories may be required.
APPLICATION ADMINISTRATION: Perform system administration for desktop management and other commercial off-the-shelf application software if requested.
Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent.
Three years' experience in computer hardware and software support.
Successful candidate will possess advanced knowledge of and experience with: Intel-based or AMD-based computer architecture Windows operating systems, Microsoft Office suite components, and other standard computer application software; Apple iOS operating systems Microsoft Office products including Outlook, Word, and Excel Help Desk or field service technician tasks and responsibilities Audio/Visual systems and equipment Cybersecurity tools and requirements
Successful candidate will possess basic understanding of and experience with: Windows-based local area networks, Ethernet, network cabling and telecommunications components PowerShell scripting tools
A successful candidate should demonstrate or describe past accomplishments in the following: The ability to accomplish tasks both independently and as a team member The ability to perform troubleshooting of problems and determine and implement the most effective solution Creation and modification of technical documentation The ability to articulate complex technical information to non-technical people, verbally and in writing
The candidate should have a minimum of 3 years' experience installing both Windows and iOS software, maintaining and repairing computer hardware, troubleshooting both software and hardware, setting up computer security measures, configuring workstations to connect on the network and offering technical support on site or via phone or email.
Successfully pass a drug screening test and extensive criminal background check
Possess a driver's license valid in Norfolk, Virginia
Be physically capable of performing the work, which requires color & depth perception; high, low and normal range hearing; lifting equipment from floor to waist and above shoulders and carrying it; climbing into and out of vehicles; using a computer to enter and update data on calls and service requests; performing other standard office tasks
Be able to work regular on-call rotation shifts
Report to work as directed in the event of an emergency or natural disaster, and be expected to work unusual shifts and hours

Responsibilities

Standard and escalated computer hardware and software support to staff and public customers.
Reviewing and installing Microsoft and other desktop software updates.
Installation, maintenance, and trouble-shooting support to Information Technology's complicated, highly advanced technology systems.
If requested, act as system administrator for various business applications such as device management.

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