IT ANALYST I

Town of Chapel Hill; Chapel Hill (NC); On-site; USD 54,000 - 70,000; Full time

Job summary

The Town of Chapel Hill is seeking an IT Analyst - I to join the IT Department, supporting Police operations and town-wide technology. You will assist with end-user support, hardware/software deployments, and system maintenance to ensure reliable IT services.

Salary ranges from $54,210 to $70,473, with a full-range up to $86,735 depending on experience and progression. This on-site role requires an associate degree and offers duties across IT operations, events, and security tasks.

Qualifications

• Associate's degree required.
• Experience levels vary by Analyst I/II/III.
• Knowledge of IT concepts and customer service is essential.

Responsibilities

• Provide user technical support via help desk channels.
• Troubleshoot hardware, software, and network issues.
• Configure hardware/software and network devices to minimize downtime.
• Maintain and support Town AV systems and security measures.
• Assist in deployments, testing, and documentation.

Skills

Customer service

Networking basics

Problem solving

Communication skills

Report writing

Education

Associate's degree in a related field

Tools

Office 365

Active Directory

Windows OS

VoIP telephony

Print servers

Job description

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described here. Employees may be required to perform other duties as assigned that are not specifically spelled out in this job description, but which may be reasonably considered to require similar knowledge, skills, and abilities.

Summary of Position:

We're Hiring! The Town is seeking an IT Analyst - I to join our IT Department. This position will have a dual focus, providing technical support for both Police Department operations and Town-wide technology needs. The purpose of this position is to provide technical support to end-users, assist in hardware and software deployment, troubleshoot systems when necessary, and help maintain the Town's information infrastructure and systems.

Hiring Range $ 54,210 - $70,473.00

Full - Range $54,210 - $86,735

What you can expect to be doing (Essential Functions):

• Provides user technical support; screens and answers Help Desk support requests via phone, email, tickets, or walk-in's.
• Troubleshoots problems on all Town IT systems, including hardware and software.
• Reconfigures computer hardware and software and network appliances to minimize down-time. Examples of systems include Windows operating systems, Active Directory, Microsoft Office 365, and other Enterprise and line of business applications. Examples of hardware include desktop and laptop computers, iPads, telephones (VoIP and cellular), printers and other network related equipment.
• Completes administrative maintenance on Microsoft Office 365, Active Directory, print servers, and VoIP telephony systems to satisfy end-user requests.
• Maintains and supports the Town's audio-visual systems deployed throughout the Town.
• Maintains Endpoint Security; Installing/monitoring/testing Anti-Virus Software; Encrypting mobile devices data.
• Responsible for maintaining hardware and software documentation.
• Helps with the testing of new computer images for deployments or upgrades.
• Installs new hardware and software; Makes suggestions to maximize technology efficiency; Takes protective measures to minimize outages.
• Responsible for transporting computer equipment to remote office locations; Installs and configures replacement computers; sets up printers, fax machines and other equipment as needed.
• Provides technical support for Town events; Includes equipment setup, testing and support throughout the event.
• Troubleshoots digital cable boxes and/or TVs.
• Analyzes operational processes and research and provide recommendations to improve workflow and efficiency.
• Completes training in the use of technology to users with a wide range of technical ability and ensure that they're able to access essential job functions.
• Coordinates interactions between vendor-provided hardware, software, and support to ensure that disparate systems are able to work together as necessary.
• Facilitates communication between operational departments and TS to accurately assess and meet diverse operational technology needs.
• Responds to after-hours requests when available.
• Completes all other duties as assigned.

Do you supervise or not?

This position may supervise and monitor the performance for other employees, or it may not.

What are the physical demands?

The work is typically performed while sitting at a desk or table, with intermittent standing or stooping. The employee uses equipment requiring a high degree of dexterity. Must be able to lift equipment weighing up to 25 lbs.

Where and how do you work?

The work is typically performed in an office.

What do you need to know to do this job effectively?

Knowledge of:

• Software and operating systems, firewalls, network switches and application servers.
• Basic networking principles and function.
• Principles, practices, and trends of effective customer service.
• Trends in software and hardware technology.

Ability to:

• Prepare reports.
• Monitor systems, networks, and other various technologies.
• Utilize hand tools, department vehicles, cable testers, and management system.
• Use web-based software systems.
• Use Microsoft Office Outlook, Excel, Word, PowerPoint, or similar tools.
• Solve problems and make sound decisions.
• Establish and maintain effective working relationships with employees and customers.
• Communicate effectively orally and in writing.
• Model behavior that is consistent with our values of RESPECT.

What is education and/or experience do you need to be considered for this job?

Education

An associate's degree in a related field of study required.

Experience

IT Analyst I: None.

IT Analyst II: A minimum of (2) years as an IT Analyst I level of work required.

IT Analyst III: A minimum of (3) years of IT Analyst II level work required.

What are the safety considerations for this job?

• You will be subject to the Drug and Alcohol-free Workplace policy.
• You will be subject to the Safe Driving and Accident Policy.

Here is other information you should know about the position:

A valid NC driver's license and the availability of private transportation or the ability to provide transportation between job sites is required.

The Town of Chapel Hill has the right to revise this job description at any time. This description does not represent in any way a contract of employment.

The Town of Chapel Hill does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.