IT ANALYST

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.