IT Analyst I - Help Desk (Police)
This recruitment will be used to fill a vacancy in the Police Department.
An Information Technology (IT) Analyst I performs skilled technical assistance in the areas of Help Desk and Service Desk. Common responsibilities and skills include participating in small teams on assignments to accomplish project goals. This class is responsible for positively and actively participating in team training and demonstrating team skills learned by applying and reinforcing team principles in daily work with functional teams.
An IT Analyst I assists in fulfilling service requests and performing requested service support under supervision. This class performs basic diagnostics and troubleshooting in support of designated applications and infrastructure platforms. Communicates and translates technical information, training, and instructions to ensure understanding across diverse audiences. The IT Analyst I is expected to have a good understanding of one or more of the technologies supported, and follows general direction in support of these technologies.
Common duties include: performing work or assisting with configuration, testing, and resolution of problems for systems; assessing, troubleshooting, and following established guidelines in escalation of hardware, software, and network problems; initiating and/or maintaining Incident Reports (IRs) using an online incident management system; processing and completing service requests; installing and supporting hardware and/or software; preparing or updating system documentation; assisting in developing and analyzing data for planning and problem resolution; and implementing, maintaining, and/or monitoring operating systems and their related subsystems. This includes participating in projects and activities related to City computer systems, data, and infrastructure and supporting computing processes, hardware, and/or software. Ensures all work is done in alignment with City and IT long-term strategies. This class is also responsible for performing related duties as required.
This class is distinguished from an IT Analyst II by the latter's increased responsibility for performing, with limited supervision, skilled, specialized work in one or more of the technical support areas, and increased routine customer interaction. The IT Analyst I class is distinguished from the IT Technician II by the increased responsibility; more customer interaction, autonomy of duties performed, and project participation under close supervision. Incumbents operate independently within their scope of responsibility and are expected to seek assistance as required. Employees in this class are required to participate in team on-call support, 24 hours a day, 7 days a week (by assignment). An IT Analyst I is required to participate in team activities, may be assigned to a shift that includes working nights, weekends, and holidays, and may be required to work overtime on short notice (by assignment). This class is FLSA nonexempt.
- Qualifications & Requirements
Employee Values: All employees of the City of Mesa are expected to uphold and exhibit the City's shared employee values of Knowledge, Respect, and Integrity.
Minimum Qualifications Required. Any combination of training, education, and experience equivalent to a vocational or technical school diploma. Good (1 - 3 years) experience in the technical support area of assignment.
Special Requirements. For this position, an individual receiving a conditional offer of employment from the City of Mesa must pass a background investigation through the City of Mesa Police Department, the Arizona Department of Public Safety, and Federal Bureau of Investigation prior to commencing employment with the City of Mesa (by assignment). Because of the confidential, sensitive nature of information handled, successful completion of a background investigation and polygraph is required (by assignment). Must possess a valid Arizona Driver's License by hire or promotion date (by assignment).
Substance Abuse Testing. Due to the safety and/or security sensitive nature of the assignment, individuals in this classification shall be subject to pre-employment or pre-placement alcohol, drug and/or controlled substance testing as outlined in City policy and procedures (Police Department Assignment).
Preferred/Desirable Qualifications. Customer service and teamwork experience is highly desirable. Supervisory experience may be preferred (by assignment).
- Link to Job Description