Information Technology Help Desk Analyst

1 month ago

Phoenix, United States Tech One IT Full time

Role: IT Analyst/IT security I

Location: Phoenix, AZ (Onsite)

Client: City of Mesa

JOB DESCRIPTION


Classification Responsibilities: An Information Technology (IT) Analyst I performs intermediate

skilled technical assistance in the areas of Desktop, Help Desk, Security, Unified Communications,

Business Solutions, Application Support and Development, Server, Storage and Backup, Network, and

GIS (Geographic Information Systems). Common responsibilities and skills include participating in

small teams on assignments to accomplish project goals. This class is responsible for positively and

actively participating in team training and demonstrating team skills learned by applying and reinforcing

team principles in daily work with functional teams.

Desktop and Help Desk Assignments: Additional duties specific to these assignments include:

identifying improvement opportunities such as tools, processes, procedures, installation, configuration

and troubleshooting techniques; developing troubleshooting, installation, and configuration

documentation; performing more complex software installation, such as those with multiple components

and interfacing requirements; installing advanced peripherals (examples: specialized printers, point-of-sale devices, etc.)

and developing peripheral installation procedures; recording inventory control

information into the IT asset management system; developing basic computer images and updating

existing images; deploying intermediate end user enterprise IT equipment (examples: telephones, fax

machines, portable radios, etc.) which may require pre-configuration prior to deployment; setting up and

configuring new computers for deployment; on-site and remote intermediate diagnosis and

troubleshooting; simulating or recreating user problems to resolve operating difficulties, including

reviewing the history of user incidents to identify if additional training is needed; and monitoring

computer system performance via software tools.

QUALIFICATIONS

Employee Values: All employees of the City of Mesa are expected to uphold and exhibit the City’s

shared employee values of Knowledge, Respect, and Integrity.

Minimum Qualifications Required. Any combination of training, education, and experience

equivalent to an Associate’s Degree in Computer Science or a related field and 6 months of experience

in the technical support area of assignment OR a Bachelor’s Degree in Computer Science or a related

field.

Special Requirements. For this position, an individual receiving a conditional offer of employment

from the City of Mesa must pass a background investigation through the City of Mesa Police

Department, the Arizona Department of Public Safety, and Federal Bureau of Investigation prior to

commencing employment with the City of Mesa (by assignment). Because of the confidential, sensitive

nature of information handled, successful completion of a background investigation and polygraph is

required (by assignment). Must possess a valid Class D Arizona Driver’s License by hire or promotion

date (by assignment).

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