Information Systems Analyst - Utilities

General Definition of Work

Under regular supervision, performs professional work providing in-depth technical expertise and support in the area of information technology. Supports Information Technology for all software and hardware that is supported by the City of Winston Salem Utility Division. The scope of responsibility typically encompasses multiple functional areas of IT operations including customer support, desktop and mobile device management, and software support.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Contributes to the organization through individual and project team assignments.
• Works on the design and development of detailed components of information technology solutions.
• Performs work within the guidelines of a project plan, defined requirements, or existing functional design specifications with mentoring and direction provided by project leader(s) and supervisor.
• Interacts with other technology professionals, utilities customers, vendors, industry consultants and other city departments.
• Provides technical support in response to client service requests.
• Provides mobile device hardware and software support (VPN, tablets, laptops, peripherals) and provides workstation and desktop application management.
• Handles user requests by phone, email, asset management system and face to face to provide detailed resolutions.
• Analyzes the urgency and impact of incidents so that an appropriate priority and level can be applied.
• Supports the implementation of new systems and services.
• Develops technical documentation on processes/procedures pertaining to the design and operation of systems and services.
• Develops technical specifications and procures needed equipment pertaining to the design and operation of systems and services.
• Assists in testing, evaluating, and implementing new technical systems, tools, and business processes focusing on the needs of, and usability for, end users with multiple skill levels.
• Creates user training documents/media and standard operating procedures (SOP) documents for any system supported for both internal and external customers when needed.
• Keeps abreast of general technological advancements and develops professional skills.

Thorough knowledge of the Windows operating systems, desktop application management, peripherals, and networking; thorough knowledge of the functions and operation of city departments; ability to make arithmetic computations using whole numbers, fractions and decimals; ability to compute rates, ratios and percentages; thorough knowledge of the methods and practices used in scheduling computer operations, providing required control and security of all data input and output;

ability to analyze data and develop processing procedures for the performance of information services; ability to design, layout, and set-up networks and network computers; knowledge of Microsoft Office Suite and position specific software; ability to establish and maintain effective working relationships with associates and user department officials; ability to prepare reports and communicate technical information effectively both orally and in writing, and ability to follow oral and written instructions.

Bachelor's degree with coursework in Information Technology Systems, Database Administration, Data Analysis, or a related field and considerable experience in IT support, or computer‑related occupation, or an equivalent combination of education and experience.

Valid US Driver's License