Technical Support Analyst

Job Summary

The Technical Support Analyst I provides frontline operational support for the City’s technology environment. This position is responsible for responding to end-user support requests, performing user onboarding and offboarding activities, deploying and recovering equipment, maintaining inventory records, and supporting daily IT operations. The Analyst I progressively develops the ability to work independently within defined procedures, resolves increasingly complex support requests over time, and contributes to documentation and self-service resources that empower users and reduce repeat support needs.

• Provides day-to-day end-user technical support using the City’s helpdesk system.
• Resolves routine and commonly recurring operational support requests and progressively handles more complex issues as proficiency increases.
• Accurately documents all work performed in the ticketing system, including resolution steps and outcomes.
• Escalates issues appropriately when resolution cannot be achieved or when requests fall outside defined support scope.
• Performs user onboarding and offboarding activities, including account setup and removal, workstation preparation, equipment deployment, and recovery in accordance with approved requests and established procedures.
• Assists with deployment, configuration, and basic troubleshooting of workstations, peripherals, and end-user devices.
• Maintains accurate inventory records for assigned equipment, including deployed assets and items in stock.
• Identifies inventory shortages and submits restocking requests in accordance with established processes.
• Utilizes available documentation, vendor materials, and internal resources to support users.
• Creates and updates basic end-user documentation and process guides under review by senior staff.
• Provides users with documentation and guidance to enable self-service rather than performing repeat tasks on their behalf.
• Distinguishes between technical support requests and department-owned business processes and directs users to appropriate departmental owners or designated power users when applicable.
• Participates in required training and professional development activities.
• Adheres to established security, documentation, and support standards.
• Performs other duties as assigned.

• Knowledge of basic computer hardware, operating systems, and commonly used business applications.
• Knowledge of helpdesk operations and ticketing systems.
• Skill in troubleshooting routine technical issues.
• Skill in clear verbal and written communication with users.
• Ability to follow documented procedures and escalate issues appropriately.
• Ability to learn new systems and processes quickly.

Work is performed under the general supervision of the Technical Support Manager. Assignments are provided with defined objectives, priorities, and established procedures. Completed work is reviewed for accuracy, completeness, compliance with standards, and adherence to documented processes. As experience is gained, the employee is expected to require less direct oversight for routine, well-defined tasks while continuing to seek guidance for unfamiliar or complex issues.

Guidelines include documented departmental procedures, security standards, approved workflows, vendor documentation, and manufacturer recommendations related to end-user and helpdesk support. These guidelines are well-established and specific in nature. Judgment is exercised in selecting and applying the appropriate procedure, recognizing when escalation is required, and identifying situations not clearly addressed by existing documentation.

The work involves responding to a steady volume of routine and moderately complex technical support requests across multiple systems, applications, and end-user devices. Tasks require attention to detail, accurate documentation, and adherence to established processes. While issues are generally well defined, the role requires the ability to assess symptoms, apply standard troubleshooting techniques, and determine when issues exceed defined support…