Support Analyst

Job Posting Information

SUMMARY/PURPOSE
Support and maintain in-house computer systems, desktops, mobile devices, peripherals and software. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and software while ensuring optimal workstation performance.

DISTINGUISHING FEATURES OF THE CLASS

Employees at Support Analyst level are distinguished from the Senior Support Analyst level by the amount of guidance and instruction needed to perform duties as assigned, and are not expected to function with the same amount of program knowledge, proficiency, or skill level. Positions at this level exercise less independent discretion and judgment in matters related to work procedures and methods.

Essential Duties & Responsibilities (other duties may be assigned)

1. Assist in developing long-term strategies and planning for meeting future computing needs.
2. Support development and implementation of new technology projects and installations.
3. Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance the plans.
4. Conduct research on personal computing products in support of procurement and development efforts, evaluate and recommend products for purchase.
5. Coordinate, recommend, schedule, and perform PC equipment improvements, upgrades, and repairs.
6. Assist in software acquisition and license compliancy tracking.
7. Perform onsite analysis, diagnosis, and resolution of desktop problems for end users, and recommend and implement solutions, including offsite repair for remote users as needed.
8. Collaborate with system, application and network administrators to ensure efficient operation of the City's desktop computing environment.
9. Assist in preparing, maintaining and upholding procedures for logging and reporting on desktop operations.
10. Maintain inventory of all desktops, laptops, tablets, printers and other equipment.
11. Liaise with, and provide training and support to, end users and staff on equipment operation.
12. Develop and distribute help sheets, usage guides, and FAQ lists for end users.
13. Recommend, schedule, and perform desktop software and hardware improvements, upgrades,
patches, reconfigurations, and/or purchases as needed.

Job Requirements

Education & Experience Requirements
A. Completion of a degree program in an IT related field and one (1) year of verifiable work experience in the installation, support and troubleshooting of personal computers, networks and peripheral equipment; OR
B. A combination of verifiable education, certification and/or experience totaling three (3) years which demonstrates possession of the knowledge, skills and abilities listed in the job description.

Knowledge Requirements
A. Excellent technical knowledge of PC hardware, including desktops, laptops, tablets,
handheld devices, etc.
B. Extensive equipment support knowledge with PC and peripheral technologies.
C. Working technical knowledge of current operating systems and standards.
Support Analyst
D. Excellent technical knowledge of PC hardware, including LAN cards, and wireless
technologies.
E. Comprehensive hands-on hardware and software troubleshooting knowledge.
F. In-depth knowledge of desktop operating systems, including Microsoft and Apple.

Skill Requirements
A. Hands-on hardware, software, and peripheral troubleshooting skill.
B. Application support skill with Microsoft application products, as well as troubleshooting skill
with the various applications supported by the City.
C. Proven track record of developing and providing Service Level Agreements and Help Desk
deliverables.
D. Strong written and oral communication skills including strong documentation skills.
E. Exceptional interpersonal customer service skills, with a focus on listening and questioning
skills.

Ability Requirements
A. Ability to conduct research into PC hardware and software issues and products as required.
B. Ability to present ideas in user-friendly language.
C. Understanding of the organization’s goals and objectives.
D. Analytical and problem-solving abilities, with keen attention to detail.
E. Ability to be self-motivated and directed, with the ability to prioritize and execute tasks in a
high-pressure environment.
F. Ability to work in a team-oriented, collaborative environment.
G. Ability to read and understand technical manuals, procedural documentation, and OEM
guides.
H. Ability to operate tools, components, and peripheral accessories.
I. Ability to conduct research into PC and software issues and products as required.

Physical Ability Requirements
A. Ability to frequently sit for extended periods of time.
B. Ability to frequently use dexterity of hands and fingers to operate a computer keyboard,
mouse, hand and power tools.
C. Ability to lift and transport of moderately heavy objects, such as computers and peripherals
weighing up to 50 pounds.
D. Ability to occasionally stoop, kneel, crouch, crawl, recline, and climb ladders to wire offices
for new network connections and install personal computers.
E. Ability to work additional hours as required.
F. Ability to travel to and from City locations.

Selection Process Information

Education/Experience Review (100% of scoring process; 70%pass point): Applicants meeting the minimum qualifications will be rated based on the type (relatedness) and extent of their education and experience as documented on their application and/or supplemental questionnaire. Applicants who pass this exam will have their names placed on an eligible list for this classification.

We will be doing in-person interviews for this recruitment.

Non-Discrimination
The City of Duluth is an equal opportunity and veteran-friendly employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex, marital status, familial status, age, sexual orientation, status with regard to public assistance, disability, genetic information, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law.

Alternative Exam Process (does not apply to Charter Appointment, provisional, temporary, or part-time non-union selections)
For individuals who qualify under the Americans with Disabilities Act (ADA), alternative examination processes are available on an individual basis upon prior arrangement. Contact Human Resources at 218-730-5210, as soon as possible prior to the scheduled date of the exam. TDD services are available through 218-730-5630.

Work Eligibility
In accordance with the Immigration Reform and Control Act of 1986, the City of Duluth requires verification of identity and work eligibility at the point of hire. All City of Duluth employees must be continuously authorized to work in the United States, for the City of Duluth, throughout the duration of employment.

Right to Appeal (does not apply to Charter Appointment, provisional, temporary, or part-time non-union selections)
Any applicant who has been found qualified to participate in a selection process for a position in the classified service who has reason to contest the validity or fairness of any step in the selection process may appeal to the Civil Service Board within 10 calendar days of the examination. (If the examination is an Education & Experience Review, the applicant must appeal within 10 calendar days of the closing date for accepting applications.) The notice of appeal shall be in writing, shall contain a complete statement of the matter in controversy and the relief requested, and shall be signed and dated by the appellant. The notice shall be addressed to the Civil Service Board and be delivered to the Human Resources Office. If an applicant wishes to file an appeal electronically, the notice should be sent by email to hrinformation@duluthmn.gov.

VETERANS PREFERENCE
Does not apply to Charter Appointment, provisional, seasonal, temporary, or part-time non-union selections

To apply for Veterans Preference, the applicant must attach the required documents when submitting their application.

• Scan and combine all documents into one file before uploading it to the Attachments section of the application.
• Submitting this information is optional, but preference points cannot be awarded without it.
• Points are only awarded if the applicant passes all exams and submits all required documents to Human Resources.

OPEN SELECTIONS

Veteran

Required Documents:

• DD214 or DD215 ("Member-4" copy) showing honorable discharge.

Disabled Veteran

Required Documents:

• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• U.S. Department of Veterans Affairs (USDVA) Disability Rating Decision showing a service-connected disability rating of 10% or greater, dated within the past 12 months.

Spouse of Disabled Veteran

Required Documents:

• Marriage certificate;
• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• USDVA Disability Rating Decision showing a service-connected disability rating of 10% or greater, dated within the past 12 months.

Eligibility:

• The applicant must currently be married to the veteran;
• The veteran must meet the minimum qualifications for the position but be unable to use the preference because of a service-connected disability. The applicant must explain this in their response to the related question in the Agency Questions section of the application.

Spouse of Deceased Veteran

Required Documents:

• Marriage certificate;
• Death certificate;
• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• USDVA Disability Rating Decision showing a service-connected disability rating of 10% or greater.

Eligibility:

• The applicant must not have remarried;
• The veteran must have died during active duty or as a result of an injury received during active duty.

PROMOTIONAL OR INTERNAL SELECTIONS

Points are only awarded to Disabled Veteran's score one time, on first promotional or internal only selection process after securing City employment.

Disabled Veteran

Required Documents:

• DD214 or DD215 ("Member-4" copy) showing honorable discharge;
• USDVA Disability Rating Decision showing a service-connected disability rating of 50% or greater, dated within the past 12 months.

Please refer to Minnesota Statute 197.455 for additional information about Veterans' Preference.

Eligible City of Duluth employees earn a competitive salary and benefits package, including:

• Vacation, Sick and Personal Leave
• Paid Holidays
• Medical Plan
• Dental Plan
• Life Insurance
• Flexible Spending Accounts
• Retirement Benefits
• Deferred Compensation
• Training and Advancement Opportunities
• Employee Wellness Program
• Employee Assistance Program