Tech Line Analyst Jobs (NOW HIRING)

The City of Fairburn is seeking an energetic, people first, IT-Analyst with help desk responsibilities, to serve as the front line of tech support keeping staff connected and community services running smoothly. 

JOB SUMMARY

The IT-Analyst is responsible for professional, technical, and analytical tasks related to the support and evaluation of the City's information technology systems to include analyzing and optimizing the City’s IT infrastructure, providing training to system users, and providing general technical support. This position reports to the IT Manager.

ESSENTIAL JOB FUNCTIONS

• Provides expertise and resources needed to identify, evaluate, and implement solutions needed to achieve city-wide goals and objectives; provides the expertise and resources needed to plan, coordinate, implement, and maintain systems; monitors network performance and troubleshoots issues independently and as a team, as needed.
• Analyzes the performance of IT systems and infrastructure; identifies areas for improvement and recommend solutions to enhance efficiency and effectiveness; conduct root cause analysis for recurring issues and implement preventive measures.
• Maintains the City’s network and computer equipment and peripherals: installs and updates computer software and hardware; troubleshoots technical problems with the network, operating systems, software, personal computers, and peripheral equipment and ensures that all components of the system are operational.
• Oversees citywide technical support and troubleshooting, including: provide first-line technical support to end-users for hardware, software, and network issues; answer user queries via phone, email, and onsite at various facility locations throughout the city to resolve technical problems; log and track support requests in a ticketing system, ensuring timely resolution; escalate complex issues to higher-level support or specialized technicians; assist with the setup,
• Installs, diagnoses, repairs, maintains, and upgrades all hardware and software, including but not limited to PCs, laptops, printers, scanners, cell phones and wireless devices, to ensure optimal performance.
• Makes necessary hardware and software repairs, following warranty agreements, and internal procedures; and documenting resolutions to ensure full functionality.
• Plans and makes recommendations to management for upgrades to the network (LAN and WLAN), equipment, and software necessary to keep up with growing patron demand; and serves as liaison with software/hardware vendors.
• Administers the network, website, and email accounts; implements security controls to help maintain the integrity of the system; establishes and modifies user accounts; backs-up system data; and performs routine operations on the network as necessary to maintain the system.
• Troubleshoots and repairs problems with computer, network, and communications equipment; performs and oversees the installation, configuring, and upgrading of hardware and software, including servers, desktops, peripherals, and electronic systems; develops and implements maintenance plans for all systems; responds to emergency situations; provides technical support, service, and advice for all City staff, responds to after-hours calls as needed.
• Handle user training and create and maintain proper documentation by providing basic training to users on how to use computer systems and software; creating and updating user manuals and documentation; documenting problem resolutions and updates in the knowledge base.
• Provides Help Desk functions to users; provides information and technical assistance to users regarding computer operations, procedures, problems, software functions, upgrades, and other related issues.
• Collaborates with other IT team members to address systemic issues and participate in team meetings, contributing to process improvement.
• Adheres to established standards, protocols and policies related to information technology practices.
• Ensures safety and security of information system assets and protects systems from inappropriate access or destruction.
• Stays abreast of current trends and developments in the field of computer software programs and networking systems on a variety of hardware operating systems.
• Attends meetings, conferences, workshops, and training sessions, and reviews publications to remain current on principles, practices, and new developments in information technology.
• Performs other related duties as assigned.

Education and Experience:

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Computer Engineering,  or a closely related field and 3-5 years of related experience in IT analysis, system optimization, computer networking, and technical support; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Licenses or Certifications:

Valid State of Georgia driver’s license with an acceptable driving record

CompTIA A+, CompTIA Network+, CompTIA Security+ certifications a plus.

Special Requirements:

Requires an acceptable general background check to include a local and state criminal history check and an acceptable motor vehicle record check.

Knowledge, Skills and Abilities:   

• Knowledge of computer networking and administration (to include LAN, WLAN, and email servers).
• Knowledge of telecommunications systems, computer hardware and network systems, complex software or management information systems; knowledge of new technology systems.
• Ability to read, comprehend and apply technical knowledge in accordance with approved policies and procedures.
• Ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
• Ability to exercise judgment and creativity in analyzing situations, identifying problems and recommending resolutions
• Ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations, to include the ability to train individuals in the use of computer technology.
• Ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
• Ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
• Ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
• Ability to communicate and interact effectively with co-workers, immediate supervisor, city employees, city officials, and the general public in a professional and courteous manner.

PHYSICAL DEMANDS

The work is light work which requires exerting up to 20 pounds of force. Work requires the ability to exert very moderate physical effort, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight. Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally. 

WORK ENVIRONMENT

Work is performed in an office environment. Essential functions are regularly performed without exposure to adverse environmental conditions.

The City of Fairburn is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. In compliance with the American Disabilities Act (ADA) reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. Prospective and current employees are encouraged to discuss accommodations with the employer.