<p>The City of Chesapeake's Department of Information Technology Enterprise Operations Program is searching for a Client Technologies Analyst II to join our Client Technologies Team!</p> <p>The Client Technologies Analyst II will provide responsible and complex client computer systems support and IT Customer Service to our City Departments. This role will also work cross- functionally with other IT Teams to ensure that client technology is optimized ensuring an excellent customer experience. The Client Technologies Analyst II will report directly to the Client Technologies Team Lead.</p> <p>Key Responsibilities:</p> <ul> <li>Day-to-day assistance of the City's laptops, desktops, tablets, thin-clients, monitors, printers, AV, and all other associated hardware and software. </li><li>Troubleshoot (in person and remote) to help resolve Level 2 IT support issues. </li><li>Support and maintain customer experience responsibilities in City Departments and build effective working relationships. </li><li>Receive and respond to ITSM tickets utilizing ServiceNow. </li><li>Utilize remote tools such as Microsoft Endpoint Configuration Manager (MECM), LogMeIn, and Microsoft Teams to support end users. </li><li>Document end user interactions and troubleshooting efforts accurately via ITSM tools. </li><li>Guide end users through available product features, best practices, and troubleshooting steps. </li><li>Work closely with cross-functional IT teams to improve customer services processes and products, to ensure client satisfaction and overall IT mission goals. </li><li>Identify recurring issues and suggest improvements to reduce ticket volume and enhance the overall client experience. </li><li>Keep up to date on the City's IT products and service offerings. </li><li>Attend weekly/monthly/quarterly IT meetings as required. </li><li>Other duties as assigned. </li></ul> <p>A successful Client Technologies Analyst II candidate will possess exquisite IT Customer Service and ensure seamless client experiences and relationships within the City Of Chesapeake's IT footprint.</p> <p>Please browse our Benefits Brochure, for a full list of benefits and employee perks.</p> <p>#ITSupport #DesktopSupport #Hardware #Software #CustomerService #ServiceDesk #M365 #VIP #PXE #MECM #Microsoft #ServiceNow #Level2</p> <p>Required Qualifications</p> <p>VOCATIONAL/EDUCATIONAL REQUIREMENT:</p> <p>Requires any combination of education and experience equivalent to a bachelor's degree in computer science or a closely related field.</p> <p>EXPERIENCE REQUIREMENT:</p> <p>In addition to satisfying the vocational/education standards, this position requires a minimum of two years of related, full-time equivalent experience.</p> <p>SPECIAL CERTIFICATIONS AND LICENSES:</p> <p>Requires a valid driver's license and driving record in compliance with City Driving Standards.</p> <p>SPECIAL REQUIREMENT:</p> <p>Employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.</p> <p>Preferred Qualifications</p> <ul> <li>CompTIA A+, PC Pro, or other certification(s) </li><li>City Government IT experience </li><li>VIP/Executive Level IT Support experience </li><li>Active Directory Domain Environment </li><li>Windows 11 </li><li>ServiceNow Platform </li><li>PrinterLogic/Vasion Print </li><li>Office365 Suite </li></ul>