IT - Support Analyst

DESCRIPTION

The IT Support Analyst plays a key role in the delivery and support of end-user technology solutions across the City of Lufkin. This role is responsible for providing elevated technical support, assisting with system improvements, and serving as a bridge between end users and more complex IT systems. The ideal candidate will have a strong foundation in infrastructure support, software deployment, and customer service, with a focus on ensuring secure and efficient access to city technology resources.

QUALIFICATIONS

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field required. Equivalent experience may be considered in lieu of a degree.
• Minimum 3-5 years of experience in IT support, systems administration, field services or help desk environments.
• Relevant certifications are strongly preferred (e.g., ITIL, CompTIA Network+, Security+, Microsoft Certified: Azure Fundamentals or M365).
• Experience supporting cloud-based environments, endpoint management platforms, and enterprise security solutions.
• Position may require physical activity including lifting and moving equipment up to 50 lbs. and navigating office or facilities spaces.
• Valid Texas Driver's License required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge and deep understanding of Windows operating systems, Active Directory, and Microsoft O365 ecosystem.
• Knowledge of and familiarity with ITIL practices or other service management frameworks is a plus.
• Skills in strong diagnostic and problem-solving with a high attention to detail.
• Skills in strong time management with the ability to prioritize multiple projects and tasks.
• Skills in and commitment to exceptional customer service and ongoing technology learning.
• Skills in strong verbal and written communication skills. Must be adept at explaining technical concepts to non-technical audiences.
• Ability to write clear documentation and convey technical information to non-technical users.
• Ability to work collaboratively in a team environment, sharing knowledge and expertise, mentoring junior team members.
• Ability to gather and analyze complex requirements for solutions with strong analytical and problem-solving skills.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Ability to work primarily on-site with flexibility for occasional remote support. May require evening or weekend hours during system maintenance, upgrades, or emergency situations.

MAJOR DUTIES

• Serve as an escalation point for complex technical issues; provide advanced troubleshooting for hardware, software, and network problems.
• Support enterprise applications and services, including system configuration, patching, and version control.
• Coordinate onboarding and offboarding processes, including device setup, user provisioning, and permissions management.
• Administer Microsoft O365 services (Teams, Exchange Online, SharePoint, OneDrive) and other productivity platforms.
• Monitor system performance and availability; respond to alerts and resolve issues to minimize downtime.
• Assist with Cybersecurity initiatives, including endpoint protection, identity management, and compliance monitoring.
• Manage endpoint deployments using imaging tools (e.g., Ninja1) and scripting for consistency and efficiency.
• Maintain IT asset lifecycle tracking, license renewals, and software inventory to ensure accountability and compliance.
• Produce technical documentation and standard operating procedures for internal IT processes.
• Train end users on city-wide IT tools and security best practices.
• Collaborate with cross-functional teams to support department-specific technologies and special projects.
• Provide support during city emergencies or special events, including after-hours availability.
• Participate in after-hours support rotations and emergency response duties when required.
• Other duties as assigned.

This position is an essential service position and will require providing services during emergency situations.

Visit our website www.cityoflufkin.com or contact the Human Resources Department at Lufkin City Hall, 300 E. Shepherd Ave., Suite 226, Lufkin, TX 75901, Phone 936-633-0228.