City of Fort Wayne

Intern - Information Technical Analyst

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Working under the direction of the City Utilities Chief Information Officer, the incumbent will perform work affecting multiple departments. The incumbent will have Information Technology training and background for development investigations
Job Code: 2019150
Posted On: Wednesday, 19th June 2019
Category: Intern
Department: Utilities Administration
Shift: 8:00 am to 5:00 pm, may vary depending on need.
Location: Fort Wayne, IN
200 E. Berry Street
Pay Rate: $14.00 per hour

Job Description:

SUMMARY
Working under the direction of the City Utilities Chief Information Officer, the incumbent will perform work affecting multiple departments. The incumbent will have Information Technology training and background for development investigations, troubleshooting, and coordination of issue resolutions with IT service organizations, application vendors, and co-workers. Incumbent should have technical understanding of standalone and web-based application architecture. The incumbent will have knowledge of software testing and issue management. The incumbent should have an understating of technology customer support to effectively handle issues, complaints, and inquiries while keeping internal and external customer satisfaction at the core of every decision and behavior. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City and Utility's safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.

Information Technical Analyst

  • Assists with IT assistance to staff; reviews, tests, and aides in implementation of new versions of software;
  • Assists with technical assists with CIS Software processes, such as cash batches, pickup routines on Scheduler, ACH (direct debit), eBox, Lock Box, State Set-Off, e-Bills, IDT’s, and Write-Offs;
  • Assists with analytical troubleshooting technological and process issues;
  • Assists in an emergency or planned after-hours to handle issues to reduce impact to staff and customers;
  • Assists with application ticket issue resolution;
  • Assists with coordinating IT resolutions with Bank, Vendors, and IT providers plus arranging, managing, and monitoring resolution or project calls;
  • Assists with providing assistance in aiding in implementation of new versions of CIS software and other software in use by City Utilities Customer Support Department;
  • Assists with providing training and communication of new features and updates to Customer Support employees;
  • Performs research as needed for technological or process improvements;
  • Assists with analyzing, creating, or publishing various reports using CIS or Microsoft Software;
  • Assistance with other technologies planned or in use by the Customer Support, including
  • Assists with performing deep analysis for issues, projects, and studies for processes, computer systems, customer service, and operational systems using Application Architecture - Network, Intranet, Database, Security, and Storage knowledge;
  • Assists with process investigations regarding technologies either deployed or considered.

MARGINAL FUNCTIONS

Completes other duties as assigned.

PERFORMANCE EXPECTATIONS

The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor.  Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved. 

SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

  • Currently pursuing a BS or BA degree in Computer Technology, Computer Science, or equivalent degree/experience or a recent graduate (within the past year); or pursuing a AA degree in Computer Technology or a recent graduate (within the past year) with one year of related experience;
  • Familiarity with Internet Protocols and HTML plus Computer Hardware, Software, Database, and Network technologies and system troubleshooting.

OTHER KNOWLEDGE, SKILLS and/or ABILITIES

  • Working experience and knowledge using common office applications such as MS Office Suite, email and internet/intranet;
  • Has and continues to build and maintain the Information Technology expertise necessary to support the Information Technology related needs of the Customer Support Department, such as technological improvements, issue prevention, along with troubleshooting and resolving data issues via effective multi-vendor and department coordination and communication with City Utilities Employees and Managers;
  • Technical and Business Writing Skills;
  • Project Management Skills;
  • IT Technology Skills: Application Architecture, TCP/IP, HTML, Cloud, Data Warehousing Data Interfaces;
  • Proficiency in Microsoft Office (Word, Excel, and PowerPoint) and the Internet.

LANGUAGE SKILLS

Incumbent is responsible for accurately communicating routine information and providing assistance to other staff when necessary. Incumbent has constant daily contact with persons internally and externally for the purpose of giving and receiving information. As the first contact point with the department incumbent must always demonstrate empathy, patience and consistency when dealing with the public. You will be expected to communicate clearly and precisely in English. Multi-lingual skills are a plus but will not be required for this possible. 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.

REASONING ABILITY

The incumbent’s work consists of moderately complex self-directed work relevant to an assigned task along with standardized tasks, The incumbent has the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form plus has the ability to create such instructions. The incumbent must have the ability to deal with problems involving several concrete variables in standardized situations. Incumbent's work may include simple, repetitive tasks which require understanding and ability to make practical application of procedures directly relevant to the assigned tasks.  Incumbent is responsible for following standard departmental procedures and regulations when performing the duties required. 

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Indiana Driver’s License if a City vehicle is used;

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Incumbent works in a regular/normal office environment, normally seated, standing or walking at will while performing routine and repetitive work. In training, stress may occur when dealing with difficult or unreasonable customers, and during periods of high volume in the Customer Support department.

Apply Online

All applications for currently posted positions will be submitted on line at www.cityoffortwayne.org. Applicants must be 18 years of age or older. Reasonable accommodations for persons with a known disabling condition will be considered in accordance with State and Federal Law.

(Those individuals who accept employment with the City and live outside one of the six contiguous Indiana counties that border Allen County (DeKalb, Whitley, Noble, Huntington, Wells, and Adams) will have six (6) months from their start date to become residents of either Allen County or one of the six counties listed above. Policy and Procedure Number 204 Page: 1 of 1).

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regards to age, race, color, religion, sex, disability, veteran's status, national origin, or sexual orientation. Reasonable accommodations for persons with a known disabling condition will be considered in accordance with State and Federal Law.

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