Department Technical Support Analyst

JOB Make an impact: The City of Salem Information Technology Department is seeking a Department Technical Support Analyst (DTSA) to join our team. The Department Technical Support Analyst position will manage the administration and maintenance of specific business applications for the Willamette Valley Communications Center (WVCC) and it’s partnering neighboring counties. Are you an experienced IT professional with a background in computer and systems technologies and a passion for public safety? Do you have strong interpersonal and customer service skills, along with the ability to thrive in a fast-paced, challenging environment while supporting first responders? If so, we have an exciting career opportunity for you! Learn and grow: With competitive pay, outstanding benefits and opportunities to develop skills and grow within the organization, the City of Salem is a great place to work.What you will do: The DTSA will act as first-line support, project manager, and technical liaison between the WVCC and the Information Technology Department. You will also deliver application training, perform business process evaluations, and conduct program analysis to resolve functional issues and enhance services. We are looking for someone who excels at interpersonal communication and customer service and can effectively manage the demands of a fast-paced environment. The DTSA will lead a variety of tasks, including direct interaction with City staff, managing electronic ticketing systems, and completing technology projects. This support will include: Administer and maintain specific business applications critical to WVCC’s operations.Serve as the primary point of contact for technical support, resolving issues through direct interactions and an electronic ticketing system.Manage technology projects and collaborate with teams to ensure projects are completed on time and within scope.Provide first-line troubleshooting and support for business applications used by the Willamette Valley Communications Center (WVCC).Act as the key technical liaison between WVCC and the Information Technology Department, ensuring efficient communication and timely issue resolution.Manage and execute technology projects to improve services, solve functional problems, and enhance business processes.Contribute to improving service delivery through effective project management and technical solutions.Submitting technical support tickets with the IT Department and specific vendors as needed.Document issues and solutions, and effectively provide dependable and timely resolution.Project management for major enhancements or changes.Configuration and deployment of hardware and software.Coordination and testing for product upgrades.Assistance with building and running reports. Communication with stakeholders.What can we offer you for all your hard work?Medical, dental, and vision coverage for you and your family.Paid vacation and sick time in accordance with City policies.Competitive pay.Employer-paid PERS contribution of 6%.Opportunity for voluntary pre-tax contributions to a 457b account.Health care and dependent care flexible spending accounts.Voluntary long-term care.Employee wellness program.Employee assistance program.Employee health clinic.Position schedule is Monday – Friday between the hours of 8:00 a.m. to 5:00 p.m. with occasional after-hours support. Due to the nature of this role, on-site presence during working hours is required. This job is not eligible for remote work. The City of Salem offers a comprehensive and equitable base salary within the listed range based on your experience, skills, and education. We encourage you to clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Learn more about Equal Pay.What are the minimum qualifications?Must pass the pre-employment background check.Must have an Oregon Driver license and meet the City of Salem's driving standards.Bachelor's degree in computer science or technology, information systems or software engineering, business administration, or a related course of study, and three years of experience in business process analysis, application design, computer or specialized control systems programming, equipment, and instrumentation typical to the position, or any combination of experience and training that demonstrate possession of the knowledge, skills, and abilities as listed, and ability to perform the essential job functions.Must pass pre-employment criminal background check necessary to obtain Criminal Justice Information System clearance and Law Enforcement Data System certification within 30 days of hire.Preferred Qualifications (Not required to apply): Experience supporting a mission critical system is preferred, but not required.AMANDA, Bluebeam, ProjectDox experience.Mobile computing experience.NetMotion experience.What you will bring along: Ability to conduct application training sessions, evaluate business processes, and analyze programs to identify opportunities for improvement;Demonstrate ability to perform daily hardware and software installations, configurations, and troubleshooting to ensure operational efficiency and minimize downtime;Work closely with City staff to ensure their technology needs are met, solving functional problems, and optimizing the use of business applications;Engage in project planning, execution, and post-project evaluation to ensure continuous service improvement;Collaborate with other IT professionals to support and enhance the department’s technology offerings, especially those impacting WVCC;Participate in program analysis to develop recommendations for improving efficiency and functionality within WVCC operations;Project management or business analysis experience;Database administration;SQL or SSRS experience;Website/HTML experience;Training experience;Provide customer-focused solutions in a challenging, dynamic work environment;Excellent communication skills.About us: The City of Salem is the second largest City in the State of Oregon, located in the heart Willamette Valley, and is the capital city of Oregon with a population over 170,000. Centrally located, Salem is 47 miles south of Portland and an hour from the Cascade Mountains to the east and an hour from the ocean beaches to the west. Salem is an exceptional community for living and working with exciting new and comfortable well-established neighborhoods and carefully preserved historic buildings.A full-service City, Salem has eight primary departments: Community Services, Finance, Fire, Enterprise Services, Legal, Police, Public Works, and Community and Urban Development. Several departments also have functional divisions within their department. The City has five labor unions and employs roughly 1,350 talented and dedicated staff members. The Urban Renewal Agency and the Salem Housing Authority are separate municipal corporations. The Agency contracts with the City for services and the Authority is led by the Housing Administrator within the Urban Development department.Where can I find out more about the position? Go to the menu option for Class Specifications and search for Department Technical Support Analyst II or view by clicking here. How can I apply?The City of Salem invites individuals of all diverse communities and backgrounds to apply for our available job opportunities as we strive to provide the best service to everyone. The City of Salem is committed to providing equal employment opportunities to all and has a culture that values diversity, equity, and inclusion. We believe that by welcoming differences, encouraging new ideas and views, listening to, and learning from each other, we are better able to serve the community.To apply, click on the green “Apply” button to complete your application. Make sure that you specify how you meet the qualifications outlined in the class specification and complete the application.Applicants that meet the minimum qualifications as outlined above but not selected for this position may be placed on an eligibility list, and candidates may be hired from the list. Eligibility lists are valid for six months. The City will send email notifications to eligible candidates about potential hiring opportunities so please ensure your email settings accept our system generated email notifications.You may subscribe for automatic notification of job openings at the City through the Job Interest Cards – sign up today!For more information about employment at the City of Salem, please visit our website at www.cityofsalem.net/jobs.