The IT Support Analyst will work under the guidance of the City of Stevens Point IT Manager to support, setup, configure, troubleshoot, monitor, and maintain the City of Stevens Point’s IT environment. This includes computers, printers, servers, networking equipment, phone, and other IT related applications and services. The Support Analyst will possess the skills necessary to identify, troubleshoot, escalate, and resolve reported issues independently or with the assistance of the IT Manager and contracted IT services when necessary. The IT Support Analyst will troubleshoot and determine steps for resolution of end user device and individual technology issues. IT Support Analyst will also assist in larger scale IT projects and policy development as needed to maintain a high level of service and functionality for our end users.

• Works as the first contact point for end user IT troubleshooting and issue resolution.
• Performs in-person hands on installation, maintenance, and troubleshooting of end user hardware.
• Works independently to investigate and develop repeatable solutions to end user technology issues.
• Serves as a technical resource to end users and provides guidance and training in operation of hardware, software and use of networks.
• Answers telephone and responds to or routes issues and messages as necessary in a complete and courteous manner.
• Works to create and maintain documentation of IT software, hardware, and processes to assist in resolving issues more efficiently.
• Works with IT Manager to identify and perform non-routine IT maintenance functions when needed to maximize user productivity and lessen system downtime.
• Helps troubleshoot and maintain server, desktop, application, and virtualization systems to include VMware, Windows Server / Active Directory, Exchange Server, MS-SQL Server, Microsoft Office, and Unified Communications software.
• Assist with installation, maintenance and repair of local and wide area networks to include installation, configuration, and testing of routers, switches, VOIP phones, wireless access points and other related equipment.
• Assists in the care and maintenance of department facilities, equipment, and supplies.
• Adheres to established policies and procedures, objectives, programs and safety standards.

Associate degree in IT, Computer Science, or other technology related field preferred.
General IT, service desk, networking, and/or end user support experience.
A valid driver's license and access to an insured vehicle.
Knowledge, training, or experience with any of the following systems would be beneficial:

• Microsoft Office Suite, Microsoft 365, and Microsoft Exchange.
• Microsoft Windows 10/8/7 and Microsoft Server 2019/2016/2012.
• Cyber Security and End User Education.
• Active Directory, DNS/DHCP, SQL.
• Cisco Unified Communication and networking hardware/software.
• Server virtualization software.
• Service Desk ticketing systems.
• ITSM and or AGILE Methodologies.
• Municipality/Police/Fire specific software applications.

Ability to be flexible and quickly learn and retain new ideas, applications, hardware, processes, and concepts.
Knowledge of and experience using IT troubleshooting principles, methodologies, and issue resolution techniques.
Strong self-driven problem solving, analytical, and interpersonal skills.
Ability to work well with people of varied IT skill levels and present ideas in an easy to understand manner.
Ability to establish and maintain effective working relationships with City departments, emergency services staff, vendor contacts, and the public.
Skills in oral and written communication.
Ability to troubleshoot network hardware, including wireless, Ethernet, and fiber.
Cbe highly self-motivated as well as working as directed.
Ability to effectively prioritize and execute tasks in a fast paced, high-pressure environment.
Ability to maintain high standards of confidentiality in dealing with sensitive and restricted information.