Job Description

Posting number: 14217

Department: Information Technology

Job classification: Programmer/Analyst IV

Posting type: Open

Categories: IT and Computers, Software

The Department of Information Technology (IT) plays a key role in driving customer-focused innovation initiatives. It is comprised of four technical bureaus: Business Enablement, Customer Success and Productivity, and Technology Infrastructure and Cybersecurity, and Public Safety Support. 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. Collectivity, 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.

The Department of Information Technology (IT) is seeking a highly motivated and accomplished Programmer/Analyst IV to join our high-performing and agile Services and Support team. This position provides Information Technology services and support for City of Norfolk computer hardware and software. It encompasses a variety of responsibilities, including monitoring, testing, and implementing Information Technology computer hardware and desktop applications in support of the Service Desk. In this role, this person will be responsible for managing the city’s Microsoft Intune deployment and will be the point of contact for device configuration changes. The person in this position is responsible for the installation and maintenance of staff and public Windows computers and Apple MacOS devices, and the installation and updating of any software on those machines. Additional responsibilities include documenting existing standards, writing standard operating procedures for staff, identifying new requirements, and proposing potential solutions to improve the desktop services. The individual in this position will serve as a backup to the Services and Support Supervisor whenever necessary.

Examples of duties

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

APPLICATION ADMINISTRATION: Perform system administration for desktop software and other commercial off-the-shelf application software. This includes: understanding the purpose, features, functions and use of the application; installing, updating and maintaining application software on the workstations; 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.

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. Additionally, design and develop installation packets and scripts, when necessary, run updates, "push" patches, and execute scripts, test results, and document processes and actions.

PROBLEM SOLVING: Engage in analytical and problem-solving tasks to arrive at effective solutions. Diagnose and resolve issues related to computer hardware, software, access, and security.

CUSTOMER SERVICE/HELP DESK: Deliver exceptional customer service and IT Help Desk support to all City agencies. Responsibilities include diagnosing and resolving issues related to computer hardware, software, access, and security. This involves troubleshooting and correcting problems with desktop and laptop computers, ruggedized mobile computers, tablets, smartphones, computer peripherals, and associated software. Support may be provided on-site at customer locations or remotely using software diagnostic and management tools. Additionally, create, update, and resolve problems and tasks using an automated work management system. Accurately and appropriately respond to customer inquiries about the features, functions, and operation of computer hardware, peripherals, and standard software, while explaining technology processes and policies. Demonstrate outstanding telephone and customer service skills.

DOCUMENTATION: Create, document and modify computer hardware and software installation troubleshooting procedures for technical staff. Aid with developing and testing customer documentation.

IT ASSET MANAGEMENT: Aid with hardware and software inventory and license management.

The successful candidate will have knowledge and experience in the following areas:

• Intel-based or AMD-based computer architecture.
• Windows operating systems, Microsoft Office suite components included in M365, and other standard computer application software, Apple Mac and iOS operating systems.
• Help Desk or field service technician tasks and responsibilities, preferably with exposure to computer deployment and computer imaging technologies.
• Windows-based local area networks, Ethernet, network cabling, and telecommunications components.
• PowerShell.
• Advanced Microsoft Intune knowledge.

A successful candidate should also be highly experienced with using Microsoft Office products, including Outlook, Word, and Excel. They should demonstrate or describe past accomplishments in the following areas:

• The ability to accomplish tasks both independently and as a team member.
• The ability to troubleshoot problems and determine the most effective solution.
• Creation and modification of technical documentation.
• The ability to articulate complex technical information to non-technical people, both verbally and in writing.

In addition, the successful candidate must:

• 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; sitting for long periods of time listening and talking on the telephone; using a computer to enter and update data on calls and services requests; performing other standard office tasks.
• Be able to work periodic 24 hour on-call rotation shifts.
• This person must be able to report to work within an hour of being notified in the event of an emergency or natural disaster and be expected to work unusual shifts and hours.

Qualifications

Preferred Education/Experience:

Work requires broad knowledge in several technical areas including application administration, computer hardware and software support, network and security analysis and support and help desk operations. This knowledge may be gained through a bachelor’s degree and at least five years of experience, or at least eight years’ cumulative experience, in one or more of the advanced technical areas listed above.

Preferred License(s) and/or Certification(s):

Preferred License(s) and/or Certification(s): Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA A+ or Microsoft Certified IT Professional. Enterprise Desktop Support technician preferred.

Driver’s license valid in Norfolk, VA

Supplemental information