JOB The IT Service Desk Analyst provides front-line technical support to employees of the Greater Cincinnati Water Works (GCWW). This position is responsible for ensuring technology services remain reliable and available to support the organization's critical business operations. Working as part of the IT Service Desk, the analyst responds to incidents and service requests, diagnoses hardware and software issues, installs and configures technology solutions, and works collaboratively with the other technical teams to provide and restore service as quickly as possible within the Utility that operates 24x7x365. The position supports computing devices, mobile technologies, business applications, and conference room audio-visual systems across multiple GCWW facilities. This role requires excellent customer service skills, strong technical troubleshooting abilities, and a commitment to maintaining secure, stable, and efficient technology services in an environment that supports critical public infrastructure.
Employee performs a variety of professional, technical, and analytical duties in the operation of enterprise, client/server, and desktop computer systems and networks. Employee assists in the analysis of city, county, and criminal justice agencies' data processing needs; assists in the design, testing, and implementation of systems; performs network design, implementation and maintenance, data/database analysis/administration, and modifications to existing computer applications. Performs related duties as required. EXAMPLE OF DUTIES
(Illustrative only. Any one position may not require all of the listed KSAs nor do the listed examples include all the KSAs which may be required.)
Knowledge of:
(One or more of the following categories may be required)
All Categories:
Principles of computer data processing.
Design, installation, and maintenance of enterprise, distributed, client server, and desktop computer systems.
Principles and practices of computer network systems analysis and design.
Current trends and new technologies in data processing.
Desktop software packages and operating systems.
Principles of effective documentation.
Principles of providing effective customer service.
Operating Systems:
Methods and practices of installation for upgrading of client servers and desktop computer, hardware and software.
Computer system configurations.
Operating system structures.
Networking:
Principles of computer network systems analysis and design.
Local area network hardware and transmission protocols.
Data communication concepts and principles.
Internet and intranet architecture.
Network security policies, techniques, and procedures.
Network configuration, maintenance, and diagnostic procedures and techniques.
Licensing Agreement enforcement.
Programming:
Standard programming languages.
Computer operating systems/hardware.
Program design and analysis.
Principles and techniques of programming.
Programming languages (Java, C, C++, Visual Basic, etc.) and utilities.
Database Administration:
Database management systems.
Database design.
Database tools.
Data/file management tools.
Database utilities.
Data warehouse and multi dimensions.
File and data recovery.
Database security methods and techniques.
Physical control standards and procedures.
Database software (Oracle, SQL, etc.)
Web:
In-depth graphic design.
User interface design.
Advertising and marketing.
Information architecture.
Management of e-commerce.
Front-end web code such as HTML and JavaScript.
Business:
Business systems analysis.
Business software packages.
GIS:
Desktop GIS software for analysis, query, and visualization (e.g., ESRI's ArcView).
WEB-based GIS application interfaces and data presentation.
Desktop or Workstation GIS advanced software for data creation, geo processing, and conversion (e.g., ESRI's Arc Info).
Geo-locational and Geo-relational dataset concepts and database structures.
Engineering/surveying principles and practices as related to GIS and GPS (global positioning systems) applications.
Interface and integration of GIS database systems with other public enterprise systems such as permitting, licensing, and financial systems.
Skill to: (All Categories)
Install, configure, upgrade and maintain hardware and software, including that related to local and wide area networks.
Perform hardware modifications such as chip replacement and board swaps.
Troubleshoot and resolve network hardware and software problems.
Use and maintain networking test equipment.
Ability to: (All Categories)
Read and prepare clear and concise reports and technical documents.
Work with minimal supervision.
Provide effective customer service.
Develop and recommend cost effective improvements for technical systems.
Implement systems based on design specifications and instructions.
Evaluate and recommend purchase of computer equipment, services and supplies.
Analyze, design, program, test, debug, document and maintain various systems and
applications.
Develop procedures and means of storage for archiving data.
SUPPLEMENTAL INFORMATION
Environmental Conditions: Office environment, exposure to computer screens; travel to sites within the City/Hamilton County may be required.
Physical Conditions: Duties require maintaining physical condition necessary for sitting and standing for prolonged periods of time; general manual dexterity; must be able to operate assigned vehicle (as required).
