Application and Infrastructure Analyst I Job Listing at City of Edmonton in Edmonton, AB (Job ID 53085)

Description

Are you a hands-on IT professional looking to directly impact system performance and application delivery? We're seeking a dedicated Application and Infrastructure Analyst to help us maintain and optimize our critical technology infrastructure and services. If you're passionate about troubleshooting, proactive monitoring, and thrive in an environment where you can deepen your expertise across various tech stacks, this role is for you!

What will you do?

• Provides direct, one on one customer support to identify and resolve computer user problems. Investigates specific hardware, software, network, server, peripheral, and associated problems; takes corrective actions to resolve such issues in order to restore service to customers as quickly as possible.
• Manages and prioritizes call and ticket queues and responds in a timely manner to requests. Maintains contact with the customer to ensure issues are resolved. Ensures computer user problems and inquiries are logged and tracked in the tracking system.
• Provides consultation, advice, and guidance to clients regarding the effective use and availability of standard hardware and software products, including operating systems, software applications, printers and other peripherals, and other related end user tools.
• Installs, tests, modifies and maintains a full range of hardware, software application products, peripherals and other associated products related to servers, networked workstations, standalone computer, networking equipment, peripherals, etc.
• Updates records of maintenance or changes to assets in order to maintain accurate inventory lists.
• Monitors trends and the reoccurrence of computer user problems; troubleshoots and investigates the cause of system/application problem(s) and refer the issue(s) to the correct support group. Notifies the correct support group when performance standards and service levels are not being met.
• Monitors and triages support tickets, diagnosing and resolving system performance issues, equipment malfunctions, and service requests. Responsibilities include hands-on testing, documentation, and implementing patches, upgrades, and updates.
• After testing and reaching a resolution employees will develop documented procedures to follow.
• Develops, analyzes, and maintains technology systems by executing enhancements, providing application support, and ensuring operational performance and standards. Also responsible for system maintenance, log checks, and batch job completion.
• Other related duties