Information Systems Analyst - Utilities

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., * 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)Provide 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 procure needed equipment pertaining to the design and operation of systems and services.
• Assists in testing, evaluating, and implanting 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 develop professional skills.

Valid US Driver's License