Position: IT - Analyst / IT Security
Location: Phoenix, AZ
Duration: 3+ Months
JOB DESCRIPTION
Classification Responsibilities: An Information Technology (IT) Analyst I performs intermediate
skilled technical assistance in the areas of Desktop, Help Desk, Security, Unified Communications,
Business Solutions, Application Support and Development, Server, Storage and Backup, Network, and
GIS (Geographic Information Systems). Common responsibilities and skills include participating in
small teams on assignments to accomplish project goals. This class is responsible for positively and
actively participating in team training and demonstrating team skills learned by applying and reinforcing
team principles in daily work with functional teams.
An IT Analyst I assists in fulfilling service requests and performing requested service support with
guidance from senior technical staff. This class performs intermediate problem analysis, diagnostics,
and troubleshooting in support of designated applications and infrastructure platforms and
communicates and translates technical information, training, and instructions to ensure understanding
across diverse audiences. The IT Analyst I is expected to have a good understanding of one or more of
the technologies supported, and follows general direction in support of these technologies.
Common duties include: application support, maintenance, and modifications of intermediate
complexity to existing scripts and reports; developing and maintaining basic and intermediate level
automated system batch processes and jobs; applying and documenting patches in application
development and production environments; developing test scripts; performing technical research of
intermediate level processes, procedures, and solutions; reviewing, proofing, and modifying
documentation, including validating documentation prepared by subordinate technical staff; running
reports and developing reports of basic and intermediate complexity, and developing more complex
modifications to existing reports; providing customer service support, including answering calls,
determining the scope of a customer’s problem, initiating and/or maintaining problem tickets and
Incident Reports (IRs) using an on-line incident management system, and intermediate troubleshooting
and resolution/escalation; installing and supporting hardware and/or software; and implementing,
maintaining, and/or monitoring operating systems and their related subsystems. This includes
participating in projects and activities related to City computer systems, data, and infrastructure and
supporting computing processes, hardware, and/or software. IT Analyst Is are also responsible for:
writing technical documents (examples: The Learning Center articles, procedures, how-to documents,
etc.); developing and delivering basic and intermediate training curriculum in both video and in-person
format; conducting technical research of processes, procedures, and business solutions; and performing
change management and configuration management for supported systems. This class is responsible for
ensuring all work is done in alignment with City and Department of Innovation and Technology (DoIT)
long-term strategies. This class is also responsible for performing related duties as required.
Desktop and Help Desk Assignments: Additional duties specific to these assignments include:
identifying improvement opportunities such as tools, processes, procedures, installation, configuration
and troubleshooting techniques; developing troubleshooting, installation, and configuration
documentation; performing more complex software installation, such as those with multiple components
and interfacing requirements; installing advanced peripherals (examples: specialized printers, point-of-sale devices, etc.)
and developing peripheral installation procedures; recording inventory control
information into the IT asset management system; developing basic computer images and updating
existing images; deploying intermediate end user enterprise IT equipment (examples: telephones, fax
machines, portable radios, etc.) which may require pre-configuration prior to deployment; setting up and
configuring new computers for deployment; on-site and remote intermediate diagnosis and
troubleshooting; simulating or recreating user problems to resolve operating difficulties, including
reviewing the history of user incidents to identify if additional training is needed; and monitoring
computer system performance via software tools.
Enterprise Infrastructure Operations and Enterprise IT Assignment: Additional duties specific to this
assignment include: performing duties associated with the operation, installation, monitoring, and
preventative/restorative maintenance of infrastructure; diagnosing problems and performing repairs;
installing, maintaining, modifying, and repairing voice, data, and fiber optic cabling, including reviewing
infrastructure device installations to ensure proper installation and cabling; preparing installation
instructions including cabling diagrams or charts, rack elevations, etc.; reviewing cable test data from
DoIT technical staff and outside contractors to ensure compliance with City standards; creating
documentation and labeling for cable infrastructure, and reviewing the documentation and labeling
performed by subordinate technicians; entering data into the fiber and conduit management system;
creating templates for basic virtual machines (servers and desktops) and preparing documentation for
provisioning those machines using templates; designing daily, weekly, and monthly reports and
reviewing them for anomalies and opportunities for operational performance enhancement; developing
basic and intermediate manuals and procedures; creating configuration files for basic network devices;
developing and documenting account provisioning processes and procedures; monitoring IT security
dashboards and identifying anomalies, initiating security incident responses, and escalating more
complex issues to senior technical staff for review; and designing and developing basic and intermediate
security monitors. Areas included are Network, Security, Unified Communications, Server, Storage and
Backup.
Business Solutions Assignment: Under the guidance of a more senior developer, additional duties
specific to this assignment include: providing primary application support and deploying periodic
updates for a Commercial Off-The-Shelf (COTS) application for a limited group of City customers;
performing intermediate maintenance on internally written applications and developing intermediate
modifications; performing intermediate level application integration with both internal and vendor
applications; developing intermediate automation jobs and performing complex modifications to
existing jobs; developing and executing scripts for application monitoring; defining and configuring
intermediate enterprise monitors for application and support environments; defining and configuring
intermediate Extract, Transform, Load (ETL) processes; defining and creating intermediate application
interfaces with internal and external applications; developing more complex forms for application use;
monitoring and performing intermediate tuning of application performance; developing and configuring
intermediate data quality tools and monitors; and following quality assurance (QA) processes. Areas
included are Business Solutions and Application Support and Development.
QUALIFICATIONS
Employee Values: All employees of the City of Mesa are expected to uphold and exhibit the City’s
shared employee values of Knowledge, Respect, and Integrity.
Minimum Qualifications Required. Any combination of training, education, and experience
equivalent to an Associate’s Degree in Computer Science or a related field and 6 months of experience
in the technical support area of assignment OR a Bachelor’s Degree in Computer Science or a related
field.
Special Requirements. For this position, an individual receiving a conditional offer of employment
from the City of Mesa must pass a background investigation through the City of Mesa Police
Department, the Arizona Department of Public Safety, and Federal Bureau of Investigation prior to
commencing employment with the City of Mesa (by assignment). Because of the confidential, sensitive
nature of information handled, successful completion of a background investigation and polygraph is
required (by assignment). Must possess a valid Class D Arizona Driver’s License by hire or promotion
date (by assignment).
Substance Abuse Testing. Due to the safety and/or security sensitive nature of the assignment,
individuals in this classification shall be subject to pre-employment or pre-placement alcohol, drug
and/or controlled substance testing as outlined in City policy and procedures (Police Department
Assignment).
Preferred/Desirable Qualifications. Customer service and teamwork experience is highly desirable.
Supervisory experience may be preferred (by assignment).
