Programmer Analyst IV - Endpoint Architect

The Department of Information Technology (IT) plays a key role in driving customer-focused innovation initiatives. It is comprised of four technical bureaus: Business Enablement, Customer Success and Productivity, and Technology Infrastructure and Cybersecurity, and Public Safety Support. There is a continual need for technology solutions that meet business function and organizational needs, while balancing security and support requirements. IT sets technology policy direction for the enterprise, identifying, recommending, implementing, and maintaining technology and solutions to support the City's business needs. Collectivity, the 95 IT staff members work together to provide essential services and technical support to all City staff and business functions while maintaining a supportive, respectful and inclusive culture in the department., The Department of Information Technology (IT) is seeking a highly motivated and accomplished Programmer/Analyst IV to join our high-performing and agile Services and Support team. This position provides Information Technology services and support for City of Norfolk computer hardware and software. It encompasses a variety of responsibilities, including monitoring, testing, and implementing Information Technology computer hardware and desktop applications in support of the Service Desk. In this role, this person will be responsible for managing the city's Microsoft Intune deployment and will be the point of contact for device configuration changes. The person in this position is responsible for the installation and maintenance of staff and public Windows computers and Apple MacOS devices, and the installation and updating of any software on those machines. Additional responsibilities include documenting existing standards, writing standard operating procedures for staff, identifying new requirements, and proposing potential solutions to improve the desktop services. The individual in this position will serve as a backup to the Services and Support Supervisor whenever necessary.

Department Hiring Salary Range: $67,155.13 to $77,062.06

Essential Functions

This position requires strong technical, analytical, organizational, and communication skills. Tasks include the following:

APPLICATION ADMINISTRATION: Perform system administration for desktop software and other commercial off-the-shelf application software. This includes: understanding the purpose, features, functions and use of the application; installing, updating and maintaining application software on the workstations; testing for correct operation and functionality; documenting automated and manual processes; monitoring system access, availability and efficiency; identifying, troubleshooting and solving system problems; creating and running queries and reports from system data; monitoring and interpreting data from the queries and reports and recommending action; training users on system use as needed.

SOFTWARE MANAGEMENT: Install and update software on computers using desktop management and other remote software management tools. This includes monitoring vendor sites for required and recommended updates and patches, recommending updates and patches for enterprise-wide or workgroup installation, coordinating with other technical staff, management, and customers to review recommendations and schedule installs, updates, and patches. Additionally, design and develop installation packets and scripts, when necessary, run updates, "push" patches, and execute scripts, test results, and document processes and actions.

PROBLEM SOLVING: Engage in analytical and problem-solving tasks to arrive at effective solutions. Diagnose and resolve issues related to computer hardware, software, access, and security.

CUSTOMER SERVICE/HELP DESK: Deliver exceptional customer service and IT Help Desk support to all City agencies. Responsibilities include diagnosing and resolving issues related to computer hardware, software, access, and security. This involves troubleshooting and correcting problems with desktop and laptop computers, ruggedized mobile computers, tablets, smartphones, computer peripherals, and associated software. Support may be provided on-site at customer locations or remotely using software diagnostic and management tools. Additionally, create, update, and resolve problems and tasks using an automated work management system. Accurately and appropriately respond to customer inquiries about the features, functions, and operation of computer hardware, peripherals, and standard software, while explaining technology processes and policies. Demonstrate outstanding telephone and customer service skills.

DOCUMENTATION: Create, document and modify computer hardware and software installation troubleshooting procedures for technical staff. Aid with developing and testing customer documentation.

IT ASSET MANAGEMENT: Aid with hardware and software inventory and license management., + The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant's school of enrollment must be an accredited institution.

The successful candidate will have knowledge and experience in the following areas:

• Intel-based or AMD-based computer architecture.

• Windows operating systems, Microsoft Office suite components included in M365, and other standard computer application software, Apple Mac and iOS operating systems.

• Help Desk or field service technician tasks and responsibilities, preferably with exposure to computer deployment and computer imaging technologies.

• Windows-based local area networks, Ethernet, network cabling, and telecommunications components.

• PowerShell.

• Advanced Microsoft Intune knowledge.

A successful candidate should also be highly experienced with using Microsoft Office products, including Outlook, Word, and Excel. They should demonstrate or describe past accomplishments in the following areas:

• The ability to accomplish tasks both independently and as a team member.

• The ability to troubleshoot problems and determine the most effective solution.

• Creation and modification of technical documentation.

• The ability to articulate complex technical information to non-technical people, both verbally and in writing.

In addition, the successful candidate must:

• Successfully pass a drug screening test and extensive criminal background check.

• Possess a driver's license valid in Norfolk, Virginia.

• Be physically capable of performing the work, which requires: color & depth perception; high, low and normal range hearing; lifting equipment from floor to waist and above shoulders and carrying it; climbing into and out of vehicles; sitting for long periods of time listening and talking on the telephone; using a computer to enter and update data on calls and services requests; performing other standard office tasks.

• Be able to work periodic 24 hour on-call rotation shifts.

• This person must be able to report to work within an hour of being notified in the event of an emergency or natural disaster and be expected to work unusual shifts and hours.

Education/Experience

Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent.

Three years experience as a programmer analyst.

Preferred Education/Experience:

Work requires broad knowledge in several technical areas including application administration, computer hardware and software support, network and security analysis and support and help desk operations. This knowledge may be gained through a bachelor's degree and at least five years of experience, or at least eight years' cumulative experience, in one or more of the advanced technical areas listed above.

Preferred License(s) and/or Certification(s):

Preferred License(s) and/or Certification(s): Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA A+ or Microsoft Certified IT Professional. Enterprise Desktop Support technician preferred.

Driver's license valid in Norfolk, VA, The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

• I understand and will answer the following supplemental questions completely and thoroughly.

02

Please select the highest level of education you have completed.

• High School Diploma/GED

• Some College (6 months or more)

• Vocational/Technical Degree

• Associate's Degree

• Bachelor's Degree

• Master's Degree or higher

03

How many years of experience do you have in repairing computer hardware and troubleshooting software issues, How many years of experience do you have supervising subordinates on a technical project deploying computer hardware?, Do you have experience with Microsoft Intune?, Do you have experience with writing PowerShell, command line, deploying remediation scripts with Intune?, Do you have a Virginia driver's license or are you able to obtain one upon hire?

Work Hours: This position works a forty hour per week shift to accommodate the city's helpdesk business hours of 8am to 5pm Monday - Friday. On-call weekend and after-hours support is required on a rotating basis, which means evening, night or weekend hours may be needed.

This position is an Alpha position, which requires attendance during emergencies, delayed city openings and special weather events.

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

• Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction., The expected hiring salary range for this position is $67,155 to $77,062. Are you willing to accept this salary if selected to hire?

• Yes

• No

14

Are you able and willing to work regular on-call weekly rotations?

• Yes

• No

15

Are you a current or previous City of Norfolk employee?

• Yes - I am a current City of Norfolk Employee

• Yes - I am a previous City of Norfolk Employee

• No - I am not a previous or current City of Norfolk employee

16

If you were referred for this position by a current City of Norfolk employee, please provide the employee's full name, department, and job title, and your relationship to the employee. If not, please indicate by typing "N/A."

Required Question

Employer

City of Norfolk