THE CITY OF RED DEER - JOB DESCRIPTION

Information Technology Analyst

Division

Corporate Services

Page

ITAN

1 of 3

Approved by (Dept Head)

Department Information Technology Services

Section

Job Code

Various

Prepared by
Employee(s)

Created/Updated

Evaluation Date

Job Reports To

Information Technology Section Supervisors:

Systems, Production, GIS, Projects Planning & Control

Directly Reporting to this Job

none

Function/Purpose:

Under the direction of an Information Technology Supervisor or Coordinator, the Information

Technology Analyst provides all levels of technical resolution to clients and operational solutions
relating to hardware, software, network, voice, and related client and server technology. This position
performs these main functions/duties:
1.
2.
3.
4.
5.

Back-office technology operations, support and maintenance

Technology Service Centre support for clients
Supporting client business units in their use of information technology and business systems
Participates in or leads information technology projects
Perform information technology administration and other duties and responsibilities

Duties, Responsibilities, and Authorities

I. Back-office Technology Operations Support and Maintenance
A. Providing daily operational support and maintenance to ensure a reliable hardware and software
environment for all types technical systems and business applications
B. Monitoring server and network performance and capacity, recommending changes as required
C. Troubleshooting and resolving server and network issues (wired and wireless)
D. Providing input on life-cycle planning of data centre technology and services
E. Specifying, evaluating, building and implementing technical systems, including new hardware and
software solutions as well as upgrades to existing technical systems
F. Performing security patch management on all server and client software
G. Performing anti-virus software management on all devices
H. Researching, recommending and developing back-office technology solutions that enhance operational
efficiency or provide cost savings
I. Creating and modifying technical documentation
J. Performing & monitoring backup & restore procedures for proper on-site & off-site storage
K. Learning, understanding and using various foundation technologies within the environment such as
active directory, group policy management, email and internet infrastructure, and latest server, storage
and communication technologies
L. Performing recovery and system restores in the event of system failures
M. Performing physical installation of server, network, voice and related hardware systems

THE CITY OF RED DEER - JOB DESCRIPTION

Information Technology Analyst

Job Code

Page

ITAN

2 of 3

N. Providing input into data centre design, layout, equipment and controls, and ensuring all operational
aspects of data centres are maintained according to standards
O. Ensuring Service Level Agreements are adhered to for system availability and performance
II. Technology Service Centre support for clients
A. Providing technical support and solutions to client requests via the Service Centre
B. Determining resource availability to execute service requests in a timely manner
C. Assigning the initial owner of service requests
D. Tracking and maintaining trouble call and service request information
E. Maintaining network user security with proper permissions to files and applications
F. Providing first level business application support where applicable
G. Maintaining hardware and software inventory information
H. Providing various statistical reporting for Service Centre
I. Learning and understanding standard client software products and their operation within the
environment
J. Creating and modifying Service Centre procedural and technical documentation
K. Developing training course material for technology and delivering formal training instruction
L. Understanding and following escalation procedures
III. Supports client business units in their use of information technology & business systems
A. Configuration, installation, and troubleshooting of desktop computers, mobile computers, operating
systems and related client software
B. Configuration and troubleshooting of other client technologies such as print/scan/fax devices, desk and
mobile phones
C. Understanding client business needs and strategies and advising them on the effective and efficient use
of technology for their business
D. Monitoring client technology performance and capacity, recommending changes as required
E. Learning, understanding and supporting specialized systems which are specific to business units
F. Researching, recommending and developing technology solutions that support business needs and
provide operational efficiencies or cost savings to the business units
G. Learning and understanding changes in various client technologies such as wireless computing devices,
H. Has general understanding of business applications and the underlying technology used to operate them
I. Assisting clients to ensure compliance with technology usage standards and policy for security,
software and hardware
J. Working with vendors and suppliers to provide solutions and problem resolution
IV. Participates in or leads information technology projects
A. Maintains a working knowledge of, and adheres to, current project management practices
B. Acts as a project technical resource on information technology projects
C. Where required, acts as a project leader on information technology projects
D. Participates in the development of project plans and task lists
E. Provides input on project tasks and maintains time logs for Projects
F. Creates and maintains project files and documentation
G. Tracks, provides input, and documents project progress
H. Ensures project tasks are completed as scheduled
I. Negotiates with Clients and/or Vendors
J. Estimates resource requirements

THE CITY OF RED DEER - JOB DESCRIPTION

Information Technology Analyst

Job Code

Page

ITAN

3 of 3

K. Assists with the development of Project Charters, Requests for Proposal, and Requests for Information
L. Provides project status reports to appropriate project stakeholders, including management
M. Makes decisions impacting projects
V. Information technology administration and other duties and responsibilities
A. Performs technology procurement of hardware, software and services
B. Provides work direction and training to developing positions
C. Performs shipping and receiving
D. Provides necessary information for proper asset tracking
E. May provide callout support as assigned
F. May be senior assigned to Coordinator positions in the applicable section
G. Follows the Information Technology Departments procedures and standards with regard to hardware,
software and network security
H. Maintains time logs for Service Requests and projects
I. Other duties as may be assigned

Minimum Requirements
1. Must have a 2 year technical computer diploma or equivalent combination of education and experience in
an Information Technology Services environment.
2. Must have 3 years experience in a comparable position:
working in a medium to large sized networked environment
using and troubleshooting Microsoft desktop and server operating systems and network products
installing, configuring and supporting desktop and server hardware and software systems
performing routine maintenance and support of technology hardware and software systems
providing technology operations support
3. Preferred additional experience providing:
technical and user training
technology support in an IBM i-series environment
technical support in a VOIP environment
technical support for physical security systems (video surveillance and door access).
help desk support
network support
4. Must have demonstrated ability to establish and maintain effective working relationships with other
Information Technology Staff, end-user department personnel and outside vendors & consultants.
5. Must have the ability to exert moderate physical effort (e.g. lifting computers and related equipment)
6. Must have excellent verbal and written communications
7. Must have the ability the ability to work with limited supervision
8. Must have the ability to work in a demanding and frequently stressful environment.
9. Must have valid drivers license and be able perform field service calls