Microcomputer Systems Analyst, Senior

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.


Essential functions include but are not limited to:

• Standard and escalated computer hardware and software support to staff and public customers. Standard support includes answering and responding to calls for assistance, problems and requests submitted by phone, on-line or via email; using software to remotely perform computer problem analysis, correction and conducting on-site support for customers.  In addition to doing standard support, the person in this position serves as a resource to other staff resolving escalated hardware and software issues with computers and other devices.  Providing exceptional customer support is the number one priority for the bureau.
• Reviewing and installing Microsoft and other desktop software updates.  This is a critical function because ensuring security and other critical desktop software updates are completed in a timely manner helps protect the City’s valuable hardware, software, data and infrastructure from unauthorized access and use.
• Installation, maintenance, and trouble-shooting support to Information Technology’s complicated, highly advanced technology systems.  These systems include digital wayfinding, digital signage, audio/visual equipment support (Crestron systems or similar A/V solutions), sound and lighting systems, interactive whiteboard systems, and other advanced technology.  This also includes providing on-site support to high-visibility and special events.  
• If requested, act as system administrator for various business applications such as device management.  This includes monitoring and configuring applications, creating/running queries and reports, and training other S&S support staff.

This position requires strong technical, analytical, and communication skills.  Tasks include the following.

• 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.  This includes diagnosing and resolving computer hardware, software, access, and security issues by correcting problems with desktop and laptop computers, tablets, computer peripherals, and associated software.   Work may be performed on-site at customer locations or remotely using software diagnostic and management tools.   Must create, update and resolve problems and tasks using an automated work management system.  Must correctly and appropriately answer customer questions about features, functions and operation of computer hardware, peripherals and standard software, and explain technology processes and policies.  Must exhibit outstanding telephone and customer service skills.  
• SOFTWARE MANAGEMENT:  Install and update software on computers using desktop management and other remote software management tools.  This includes monitoring vendor sites for required and recommended updates and patches; recommending updates and patches for enterprise-wide or workgroup installation; coordinating with other technical staff, management, and customers to review recommendations and schedule installs, updates and patches; designing and developing installation packets and scripts when necessary; running updates, “pushing” patches and executing scripts; testing results; documenting processes and actions.  
• PROJECT ASSISTANCE:  Provide advanced technical support with projects which involve computer hardware and software or other specialized technical systems.  This includes participating on product evaluations, installing and upgrading computer hardware and software, and researching, testing and implementing new computer equipment and technologies.  
• DOCUMENTATION: Create, document and modify computer hardware and software installations and troubleshooting procedures for technical staff.  Aids with developing and testing customer documentation.  
• 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.  This includes: understanding the purpose, features, functions and use of the application; installing, updating and maintaining application software on the servers and clients; testing for correct operation and functionality; documenting automated and manual processes; monitoring system access, availability and efficiency; identifying, troubleshooting and solving system problems; creating and running queries and reports from system data; monitoring and interpreting data from the queries and reports and recommending action; training users on system use as needed.

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:

1. Intel-based or AMD-based computer architecture
2. Windows operating systems, Microsoft Office suite components, and other standard computer application software; Apple iOS operating systems
3. Microsoft Office products including Outlook, Word, and Excel
4. Help Desk or field service technician tasks and responsibilities
5. Audio/Visual systems and equipment
6. Cybersecurity tools and requirements

Successful candidate will possess basic understanding of and experience with:

1. Windows-based local area networks, Ethernet, network cabling and telecommunications components 
2. PowerShell scripting tools

A successful candidate should demonstrate or describe past accomplishments in the following:

1. The ability to accomplish tasks both independently and as a team member
2. The ability to perform troubleshooting of problems and determine and implement the most effective solution
3. Creation and modification of technical documentation
4. The ability to articulate complex technical information to non-technical people, verbally and in writing
5. 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.  

In addition, the successful candidate must:

1. Successfully pass a drug screening test and extensive criminal background check
2. Possess a driver’s license valid in Norfolk, Virginia
3. 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  
4. Be able to work regular on-call rotation shifts
5. Report to work as directed in the event of an emergency or natural disaster, and be expected to work unusual shifts and hours

Work Location: 800 E. City Hall Avenue, 1^st floor, Norfolk, VA 23510.  This position is in-office due to hands-on equipment repair requirements.

Work Hours: This position works forty-hours per week Monday – Friday 8am to 5pm to accommodate operating hours.   On-call weekend and after-hours support is required on a rotating basis. This position is an Essential position, which requires attendance during emergencies, delayed city openings and special weather events.

Signing Bonus: This position is eligible for a one-time $5,000 signing bonus for applications received on or after February 22, 2022. The signing bonus will be paid in two (2) increments: $2,500 upon completion of 60 days of employment, and $2,500 upon completion of your probationary period. To receive the signing bonus, you must be an active employee in good standing.

Salary : $59,393 - $98,237