City of Mesa, AZ
Help Desk IT Analyst I
City of Mesa, AZ - Arizona City, Arizona, United States, 85123
Work at City of Mesa, AZ
Overview
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Overview
Salary:
$67,291.74 - $97,620.22 Annually Location :
Mesa, AZ Job Type:
Full Time Job Number:
16339 Department:
(H155)Innovation and Technology Opening Date:
07/25/2025 Closing Date:
8/7/2025 11:59 PM Arizona
Description/Duties 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.
Help Desk Assignment:
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.
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.
This class is distinguished from an IT Analyst II by the latter's increased responsibility for performing, with limited supervision, skilled, specialized work in one or more of the technical support areas, and increased routine customer interaction. The IT Analyst I class is distinguished from the Senior IT Technician by the increased responsibility; intermediate level technical support and troubleshooting, greater customer interaction, autonomy of duties performed, and increased project participation under less supervision. Incumbents operate independently within their scope of responsibility and are expected to seek assistance as required. Employees in this class are required to participate in team on-call support, 24 hours a day, 7 days a week
(by assignment) . An IT Analyst I is required to participate in team activities, may be assigned to a shift that includes working nights, weekends, and holidays, and may be required to work overtime on short notice
(by assignment) . Some employees in this class may progress by noncompetitive promotion to IT Analyst II by participating in DoIT's Criteria Based Development and Promotion Program and meeting specific criteria-based promotion requirements as outlined in the program. This class is FLSA nonexempt.
Please refer to the link below for the full job description and additional information regarding additional assignments, preferred qualifications, and essential functions. Qualifications & Requirements
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) .
Preferred/Desirable Qualifications.
Customer service and teamwork experience is highly desirable. Supervisory experience may be preferred
(by assignment) . Link to Job Description A is linked here. 01
Did you graduate from an accredited college or university with an Associate's Degree in Computer Science or a related field? Please include your degree information on your application.
Yes No
02
Did you graduate from an accredited college or university with a Bachelor's Degree (or higher) in Computer Science or a related field? Please include your degree information on your application.
Yes No
03
How much full-time work experience do you have in Help Desk? Please detail this experience on your application.
None Some but less than 6 months 6 months or more but less than 1 year 1 year or more but less than 3 years 3 years or more
04
Please describe your experience in Help Desk, including employer(s). Please also detail this experience on your application. If none, type N/A. Required Question
$67,291.74 - $97,620.22 Annually Location :
Mesa, AZ Job Type:
Full Time Job Number:
16339 Department:
(H155)Innovation and Technology Opening Date:
07/25/2025 Closing Date:
8/7/2025 11:59 PM Arizona
Description/Duties 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.
Help Desk Assignment:
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.
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.
This class is distinguished from an IT Analyst II by the latter's increased responsibility for performing, with limited supervision, skilled, specialized work in one or more of the technical support areas, and increased routine customer interaction. The IT Analyst I class is distinguished from the Senior IT Technician by the increased responsibility; intermediate level technical support and troubleshooting, greater customer interaction, autonomy of duties performed, and increased project participation under less supervision. Incumbents operate independently within their scope of responsibility and are expected to seek assistance as required. Employees in this class are required to participate in team on-call support, 24 hours a day, 7 days a week
(by assignment) . An IT Analyst I is required to participate in team activities, may be assigned to a shift that includes working nights, weekends, and holidays, and may be required to work overtime on short notice
(by assignment) . Some employees in this class may progress by noncompetitive promotion to IT Analyst II by participating in DoIT's Criteria Based Development and Promotion Program and meeting specific criteria-based promotion requirements as outlined in the program. This class is FLSA nonexempt.
Please refer to the link below for the full job description and additional information regarding additional assignments, preferred qualifications, and essential functions. Qualifications & Requirements
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) .
Preferred/Desirable Qualifications.
Customer service and teamwork experience is highly desirable. Supervisory experience may be preferred
(by assignment) . Link to Job Description A is linked here. 01
Did you graduate from an accredited college or university with an Associate's Degree in Computer Science or a related field? Please include your degree information on your application.
Yes No
02
Did you graduate from an accredited college or university with a Bachelor's Degree (or higher) in Computer Science or a related field? Please include your degree information on your application.
Yes No
03
How much full-time work experience do you have in Help Desk? Please detail this experience on your application.
None Some but less than 6 months 6 months or more but less than 1 year 1 year or more but less than 3 years 3 years or more
04
Please describe your experience in Help Desk, including employer(s). Please also detail this experience on your application. If none, type N/A. Required Question