Computer Analyst I

Task Order Number 11022023 Task Order Name Desktop Refresh 2024 Category 10 Job Description Computer Analyst I Task Order Description Working with the Service Center division to support and facilitate helpdesk operations, field tickets, and Toughbook/Desktop Refresh projects.

You Will Play a Key Role To Make Sure

• Workstations have the BIOS configured properly
• Image workstation devices to City standards
• Workstation devices are tested prior to deployment
• Workstation devices are appropriately deployed on time to the required staff
  
  

Primary Responsibilities Include

• Using imaging software to deploy standard images
• Testing endpoint configuration before and after deployment
• Deploy endpoints onsite at many City locations
• Make modifications to endpoint configuration as necessary
• Providing helpdesk support relating to day to day operations and the desktop/Toughbook refresh projects
• Assisting users with hardware and software issues
• Troubleshooting and resolving technical problems
• Collaborating with project stakeholders to communicate status, objectives, and timelines
• Maintain accurate records of service requests, project status, and resolutions to issues
  
  

Other Duties Could Include

• Responds to customer inquiries and service requests; manages employee computer accounts and access; resets passwords; researches access rights and modifies employee access for multiple systems
• Documents all service requests and resolutions to in service request system; takes note of trends and common problems; determines if issues are City- or department-wide or unique to individual employee; provides information and technical support; analyzes, troubleshoots, and utilizes customized and commercial tools to resolve issues related to network connectivity, personal computer and mobile devices, hardware and software, and peripherals; works with vendors to resolve problems; escalates unresolved issues
• Utilizes an asset management system to track hardware and software assets; accounts for items in stock, receipt of new equipment, back orders, and returns; issues equipment to departments and accepts returns; provides related inventory reports as needed; organizes and maintains the equipment storage area and ensures that it is secure
• Coordinates projects, such as computer systems, AV systems, software, installations, and replacements with other technical staff and/or vendors
• Provides training to non-technical employees and technical training and guidance to student assistants/interns
  
  

This is a temporary position for the duration of the Desktop/Toughbook refresh projects.

Priority Urgent

Estimated Start Date December 1, 2023 or sooner

Estimated Duration 12-14 weeks

Work Schedule Shifts Include

Monday Thursday 7:30AM 5:30 PM

Wednesday Saturday 7:30 AM 5:30 PM

Extra hours as needed to meet project deadlines

Location of Work Office located at the following address:

Department of Information Technology

City of Henderson City Hall

240 S Water Street

Henderson, NV 89015

Deliverables At the end of the desktop refresh project, this will include a deliverable of:

• Successful refresh of 275 desktop workstations
• Successful refresh of 738 toughbook devices. ~550 will be for the main Public Safety workforce and ~188 will be for spare rotation
  
  

Required Skills

Required Skills and Experience

• One year of experience in a combination of the following: computer hardware and software support, AV systems support, network resource administration, and customer support services
• Excellent problem solving and communication skills
• Ability to work well independently and as part of a team
  
  

Desired Skills

Desired Skills and Experience

• Strong knowledge of desktop hardware and software
• A+ Certification
• Prior experience in a helpdesk support role
  
  

Payment for Services Vendor may submit invoices for services rendered on a monthly

basis. Invoices must identify the resource name, hourly rate, hours

worked, total cost and a short description of services provided.