IT Support & Training Analyst

Are you a customer-focused IT professional who enjoys helping others learn and succeed with technology? Do you have a passion for both technical support and training? The City of Chesapeake is seeking an IT Support & Training Analyst to join our Enterprise Operations Service Desk team, supporting over 4,000 users across the organization.

In this hybrid role, you will combine hands-on technical support with the design and delivery of end-user training. You'll play a key role in improving technology adoption, enhancing user experience, and ensuring employees have the tools and knowledge they need to succeed.

The IT Support & Training Analyst is responsible for training individuals and groups on how to effectively use technology, software, systems, and training repositories such as Centers of Excellence. This role develops, and delivers training programs, including user guides, virtual sessions, and workshops, to enhance end-user productivity and support technology adoption such as artificial intelligence technologies across the organization.

In addition, the IT Support & Training Analyst provides advanced, customer-focused technical support within a multi-tiered Service Desk environment. This position requires strong communication skills, attention to detail, and the ability to clearly explain technical concepts to non-technical users, both verbally and in writing.

As a member of the Service Desk team, the IT Support & Training Analyst will develop a strong understanding of the City's technology environment and support processes while delivering high-quality IT customer service. Responsibilities include user account management from onboarding through offboarding, Microsoft 365 support and training, troubleshooting City-approved software and printers, creating and maintaining knowledge base articles and communications, and managing Service Desk ticket queues., Training & Knowledge Management

• Deliver IT training in classroom, virtual, and one on one settings.
• Create SOPs, training guides, and user-friendly documentation.
• Maintain internal and external IT knowledgebases (ServiceNow preferred).
• Conduct presentations and support technology-related workshops.

Service Desk Support

• Provide Tier 1 support with Level 2-capable troubleshooting.
• Resolve calls and tickets using ITSM and call center tools.
• Support Windows 11, M365, enterprise applications, and user account administration.
• Contribute to IT customer communications., Overall Physical Strength Demands L=Light - Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly OR requires walking or standing to a significant degree. Physical Demands

C = Continuously- 2/3 or more of the time. F = Frequently- From 1/3 to 2/3 of the time. O = Occasionally- Up to 1/3 of the time. R = Rarely- Less than 1 hour per week. N = Never- Never occurs. Standing Frequently- From 1/3 to 2/3 of the time. Sitting Frequently- From 1/3 to 2/3 of the time. Walking Frequently- From 1/3 to 2/3 of the time. Lifting Occasionally- Up to 1/3 of the time. Lifting Amount Exerting up to 20 lbs Carrying Occasionally- Up to 1/3 of the time. Carrying Weight Exerting up to 20 to 50 lbs Pushing/Pulling Occasionally- Up to 1/3 of the time. Pushing/Pulling Weight Exerting up to 20 lbs Reaching Occasionally- Up to 1/3 of the time. Handling Occasionally- Up to 1/3 of the time. Fine Dexterity Occasionally- Up to 1/3 of the time. Kneeling Rarely- Less than 1 hour per week. Crouching Rarely- Less than 1 hour per week. Crawling Rarely- Less than 1 hour per week. Bending Rarely- Less than 1 hour per week. Twisting Rarely- Less than 1 hour per week. Climbing Rarely- Less than 1 hour per week. Balancing Rarely- Less than 1 hour per week. Vision Frequently- From 1/3 to 2/3 of the time. Hearing Frequently- From 1/3 to 2/3 of the time. Talking Frequently- From 1/3 to 2/3 of the time. Foot Controls Occasionally- Up to 1/3 of the time. Machines, Tools, Equipment and Work Aids Used Computers, keyboards Protective Equipment Required None Health and Safety, C = Continuously- 2/3 or more of the time. F = Frequently- From 1/3 to 2/3 of the time. O = Occasionally- Up to 1/3 of the time. R = Rarely- Less than 1 hour per week. N = Never- Never occurs. Time Pressures Occasionally- Up to 1/3 of the time. Emergency Situations Rarely- Less than 1 hour per week. Frequent Change of Tasks Frequently- From 1/3 to 2/3 of the time. Irregular Work Schedule/Overtime Occasionally- Up to 1/3 of the time. Performing Multiple Tasks Simultaneously Frequently- From 1/3 to 2/3 of the time. Working Closely with Others as Part of a Team Continuously- 2/3 or more of the time. Tedious or Exacting Work Occasionally- Up to 1/3 of the time. Noisy/Distracting Environment Rarely- Less than 1 hour per week. Other If Other, Description Can anyone assist the employee in performing the primary tasks assigned to this position? If yes, identify the eligible task(s) Yes, we work in a team environment.

Professional References

Professional References

Please provide contact information for professional references. Minimum Requests 0 Maximum Requests 4

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. • Do you possess a valid driver's license and a driving record that is in compliance with the City's Driving Standards? Please review position requirements for details.

• Yes
• No

Applicant Documents

Required Documents

1. Resume
2. Cover Letter

Optional Documents

The IT Service Desk Analyst requires at least 2 years' experience in the following:

• IT customer support experience in a Service Desk or similar environment.
• IT related training experience.
• Experience creating SOPs, training materials, and knowledge articles.
• Experience managing knowledgebases (internal and external).
• Strong public speaking and communication skills.
• Experience supporting Windows 11, M365, and enterprise applications.
• Education and experience equivalent to a four-year degree in computer technology or related field., VOCATIONAL/EDUCATIONAL REQUIREMENT: Requires any combination of education and experience equivalent to a bachelor's degree in computer science or a closely related field.

EXPERIENCE REQUIREMENT: In addition to satisfying the vocational/education standards, this position requires a minimum of two years of related, full-time equivalent experience.

SPECIAL CERTIFICATIONS AND LICENSES: Requires a valid driver's license and a driving record that is in compliance with City Driving Standards.

SPECIAL REQUIREMENT: Employees may be expected to work hours in excess of their normally scheduled hours in response to short-terms department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties. Preferred Qualifications Although it is not a requirement, the following is preferred:

• CompTIA A+ certification.
• HDI coursework.
• Experience with remote support tools.
• Public sector IT experience.