Technical Support Analyst

Job Title: Technical Support Analyst I

The Technical Support Analyst I provides frontline operational support for the City's technology environment. This position is responsible for responding to end-user support requests, performing user onboarding and offboarding activities, deploying and recovering equipment, maintaining inventory records, and supporting daily IT operations. The Analyst I progressively develops the ability to work independently within defined procedures, resolves increasingly complex support requests over time, and contributes to documentation and self-service resources that empower users and reduce repeat support needs.

Examples of Duties

Essential functions include:

• Providing day-to-day end-user technical support using the City's helpdesk system.
• Resolving routine and commonly recurring operational support requests and progressively handling more complex issues as proficiency increases.
• Accurately documenting all work performed in the ticketing system, including resolution steps and outcomes.
• Escalating issues appropriately when resolution cannot be achieved or when requests fall outside defined support scope.
• Performing user onboarding and offboarding activities, including account setup and removal, workstation preparation, equipment deployment, and recovery in accordance with approved requests and established procedures.
• Assisting with deployment, configuration, and basic troubleshooting of workstations, peripherals, and end-user devices.
• Maintaining accurate inventory records for assigned equipment, including deployed assets and items in stock.
• Identifying inventory shortages and submitting restocking requests in accordance with established processes.
• Utilizing available documentation, vendor materials, and internal resources to support users.
• Creating and updating basic end-user documentation and process guides under review by senior staff.
• Providing users with documentation and guidance to enable self-service rather than performing repeat tasks on their behalf.
• Distinguishing between technical support requests and department-owned business processes and directing users to appropriate departmental owners or designated power users when applicable.
• Participating in required training and professional development activities.
• Adhering to established security, documentation, and support standards.
• Performing other duties as assigned.

Typical Qualifications

Knowledge, skills, and abilities required by the position include:

• Knowledge of basic computer hardware, operating systems, and commonly used business applications.
• Knowledge of helpdesk operations and ticketing systems.
• Skill in troubleshooting routine technical issues.
• Skill in clear verbal and written communication with users.
• Ability to follow documented procedures and escalate issues appropriately.
• Ability to learn new systems and processes quickly.

Supplemental Information

Work is performed under the general supervision of the Technical Support Manager. Assignments are provided with defined objectives, priorities, and established procedures. Completed work is reviewed for accuracy, completeness, compliance with standards, and adherence to documented processes. As experience is gained, the employee is expected to require less direct oversight for routine, well-defined tasks while continuing to seek guidance for unfamiliar or complex issues.

Guidelines include documented departmental procedures, security standards, approved workflows, vendor documentation, and manufacturer recommendations related to end-user and helpdesk support. These guidelines are well-established and specific in nature. Judgment is exercised in selecting and applying the appropriate procedure, recognizing when escalation is required, and identifying situations not clearly addressed by existing documentation.

The work involves responding to a steady volume of routine and moderately complex technical support requests across multiple systems, applications, and end-user devices. Tasks require attention to detail, accurate documentation, and adherence to established processes. While issues are generally well defined, the role requires the ability to assess symptoms, apply standard troubleshooting techniques, and determine when issues exceed defined support scope and require escalation.

Contacts are primarily with City employees and internal IT staff to provide technical assistance, exchange information, and resolve support requests. Limited interaction may occur with vendors or service providers for routine support coordination under the direction of senior staff. Contacts are informational and service-oriented in nature.

The work is primarily performed in an office and technology support environment. Duties involve extended periods of sitting at a desk or workstation, with regular movement throughout City facilities to provide on-site support. The position requires occasional lifting, carrying, and positioning of computer equipment and peripherals, generally weighing up to 50 pounds. Tasks may require bending, stooping, kneeling, reaching, and distinguishing between colors on screens, cables, and equipment indicators. Work is typically conducted in climate-controlled indoor environments, with occasional exposure to varied temperatures when accessing equipment rooms or field locations.

Minimum Qualifications

• High school diploma.
• One to two years of technical support or related experience, or equivalent combination of education and experience.
• Valid driver's license with acceptable driving record.

Preferred/Developmental Qualifications

• CompTIA A+ or equivalent entry-level IT certification.
• Exposure to IT service management concepts such as ITIL Foundation.

Certifications listed are preferred. Equivalent certifications or training demonstrating comparable knowledge and competency may be substituted as approved by the IT Director. Certain certifications or training may be required for advancement to higher classifications.

Advancement to higher classification levels is based on demonstrated competency, sustained performance at the current level, increased scope of responsibility, and completion of required training or certifications as defined by the Information Technology Department. Advancement criteria are maintained separately to ensure consistency, flexibility, and alignment with operational and organizational needs.