The Water and Power Department (PWP), Customer Service and Technology Division is seeking to fill an IT Analyst position. The IT Analyst position performs a variety of standard to moderately difficult information technology duties that support achievement of PWP's departmental business, operational and public service objectives; provides professional- level support for the resolution of desktop, notebook, mobile application operations and use issues; assists customers in analyzing and identifying technology solutions to meet business requirements; develops and runs standard and custom reports; and performs related duties as assigned.

IDEAL CANDIDATE
The ideal candidate will have a passion for technology, outstanding communication skills, and a proactive approach to problem-solving. This role revolves around providing technical support, troubleshooting, and exceptional customer service to ensure our users' seamless operations and satisfaction.

This recruitment is authorized as Open Competitive and Promotional, and two eligible lists will be established as a result of this recruitment. The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

1. Performs applications development and support assignments ranging in difficulty from routine to moderately difficult; prioritizes and responds to inquiries and requests from end users for technical support; writes and modifies reporting programs, using programming languages applicable to the platform being used; analyzes data, defines data requirements and designs and develops routine application databases; designs and develops standard to moderately difficult custom reports, screens, scripts, utility programs, menus and directories using standard software and development tools; develops, modifies and generates routine queries, reports and data runs; downloads and exports data to external interfaces or for custom reporting and other purposes; comments all scripts, macros and applications to enhance maintainability; writes system documentation.

2. Provides technical support for the resolution of escalated user problems; analyzes, troubleshoots and resolves or coordinates the resolution of hardware and software problems and errors with applications developers or vendors; answers technical questions and provides guidance to users on system functionalities and methods for correcting problems; works with or refers server, network, database or other complex problems to appropriate IT team members for resolution.

3. Researches and provides recommendations on software, hardware and network configurations and capabilities to meet customer needs; participates as necessary in the development of technical requirements for systems and software applications; assists in the development of project plans for building and deploying technology solutions and applications conversions; works with other IT teams to ensure successful completion of engineered solutions in accordance with budget and department quality standards.

4. Receives, documents and responds to inquiries and requests for technical assistance from end-users on computer software and hardware, mobile devices, printers, telephone equipment and accessories, other peripheral equipment, local area networks, various server platform connections, wireless connections and support and secure dial-in access; sets priorities for work orders; creates help request orders; utilizes databases to track calls and records; monitors and audits trouble calls to identify current problem areas and improve performance; maintains logs on system performance and prepares regular status reports.

5. Diagnoses and resolves or re-assigns to senior IT staff the more difficult second-tier hardware, software and network connectivity problems; replaces components and performs other minor maintenance and repair; installs and configures replacement equipment; analyzes and optimizes performance through adjustments and upgrades; with guidance and direction, installs, configures, maintains and supports local and wide area network media and devices, including servers, routers, controllers, gateways, switches and other devices; installs and configures new devices to the network; coordinates repair of hardware with end-users and outside vendors; analyzes and optimizes perform¬ance through adjustments and upgrades.

6. May provide lead work direction and guidance to lower level IT employees; ensures minimum staffing levels are met; monitors and reports on call volumes and service levels and assigns work orders and field coverage.

7. Leads the computer lifecycle replacement program, inventory, and asset management for all computing devices, including but not limited to desktops, laptops, tablets, printers, peripherals, and monitors.

8. Monitor service request calls, procurement requests, service request reports/dashboards, and report statuses to IT Manager to ensure compliance with expectations

9. Participates in routine system administration and maintenance of assigned platform/server platform hardware and software; provides first-tier support by troubleshooting and resolving hardware and software errors and problems; administers, maintains, monitors and supports backup systems and software; adds/deletes/modifies user accounts and permissions; troubleshoots and resolves user access, application integration and other problems.

10. Maintains up-to-date technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional associationsCOMPETENCIES
The following list represents the core competencies needed for success in this position.
1. Action & Results Focus - Initiating tasks and focusing on accomplishment
2. Oral Communication - Engaging effectively in dialogue
3. Writing - Communicating effectively in writing
4. Customer Focus - Attending to the needs and expectation of customers
5. Relationship Building - Establishing rapport and maintaining mutually productive relationships
6. Teamwork - Collaborating with others to achieve shared goals

Education, Training and Experience
Graduation from an accredited four-year college or university with a major in management information systems, computer science or a closely related field and at least two years of professional experience involving applications, systems or network development, administration and/or support; or an equivalent combination of training and experience. Experience in a public agency is preferred.Certification as a Microsoft Technical Specialist (MCTS) or Microsoft Certified IT Professional (MCITP) are highly desirable.

For certain assignments, successful completion of a comprehensive background investigation is required, including a review of employment history, criminal conviction record, use of intoxicants and/or other controlled substances. In these cases, incumbents may be asked to work at secure locations and access highly confidential materials and information, in addition to working on systems that have city-wide impacts.