Microcomputer Systems Analyst, Senior

Microcomputer Systems Analyst, Senior

Salary

$63,353.90 - $67,866.00 Annually

Location

800 E. City Hall Avenue, Suite 600, Norfolk, VA

Job Type

Permanent Full-time

Job Number

14244

Department

Information Technology

Opening Date

08/05/2026

Closing Date

8/16/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Description

Norfolk, Virginia is Americas most authentic and urban waterfront city. Home to the worlds largest naval station and the business, arts, and cultural center of Coastal Virginia, Norfolk has been rated a top place to live, work, play, and raise a family by numerous publications. Working for the City of Norfolk is an opportunity to make a real difference in the lives of others. With our commitment to competitive pay and a strong retirement package, you can do good for your community and do well for yourself. Join a caring workplace that proudly celebrates uniqueness, authenticity, and a shared commitment to improving the lives of our residents.

This is a vacancy within the City of Norfolk's Information Technology technical support area. Our dynamic team performs both technical and professional work for staff and public-access computers across city departments. We provide level 2 and 3 support for computer software and hardware, as well as specialized technical hardware and software systems. Our team applies a broad knowledge of technology infrastructure and processes to troubleshoot and resolve technology problems.

The person in this position is responsible for the installation and maintenance of staff and public Windows computers and iMacs, and the installation and updating of any software on those machines. In addition to maintaining computer systems, this individual is also responsible for supporting and maintaining advanced technology systems including but not limited to digital signage, audio/visual system support, sound and lighting systems, and interactive whiteboard systems. Each of these systems requires specialized training and maintenance by a skilled technician. The person in this position performs the following functions:

• Standard and escalated computer hardware and software support to staff and public customers. Standard support includes answering and responding to calls for assistance, problems and requests submitted by phone, on-line or via email; using software to remotely perform computer problem analysis, correction and conducting on-site support for customers. In addition to doing standard support, the person in this position serves as a resource to other staff resolving escalated hardware and software issues with computers and other devices. Providing exceptional customer support is the number one priority for the bureau.
• Reviewing and installing Microsoft and other desktop software updates. This is a critical function because ensuring security and other critical desktop software updates are completed in a timely manner helps protect the City's valuable hardware, software, data and infrastructure from unauthorized access and use.
• Installation, maintenance, and trouble-shooting support to Information Technology's complicated, highly advanced technology systems. These systems include digital wayfinding, digital signage, audio/visual equipment support (Crestron systems or similar A/V solutions), sound and lighting systems, interactive whiteboard systems, and other advanced technology. This also includes providing on-site support to high-visibility and special events.
• If requested, act as system administrator for various business applications such as device management. This includes monitoring and configuring applications, creating/running queries and reports, and training other S&S support staff.

This position requires strong technical, analytical, and communication skills. Tasks include the following.

• PROBLEM SOLVING: perform analytical and problem-solving activities and arrive at sound solutions; diagnose and resolve computer hardware, software, access, and security issues.
• CUSTOMER SERVICE/HELP DESK: Provide excellent customer service and IT support to all agencies. This includes diagnosing and resolving computer hardware, software, access, and security issues by correcting problems with desktop and laptop computers, tablets, computer peripherals, and associated software. Work may be performed on-site at customer locations or remotely using software diagnostic and management tools. Must create, update and resolve problems and tasks using an automated work management system. Must correctly and appropriately answer customer questions about features, functions and operation of computer hardware, peripherals and standard software, and explain technology processes and policies. Must exhibit outstanding telephone and customer service skills.
• SOFTWARE MANAGEMENT: Install and update software on computers using desktop management and other remote software management tools. This includes monitoring vendor sites for required and recommended updates and patches; recommending updates and patches for enterprise-wide or workgroup installation; coordinating with other technical staff, management, and customers to review recommendations and schedule installs, updates and patches; designing and developing installation packets and scripts when necessary; running updates, "pushing" patches and executing scripts; testing results; documenting processes and actions.
• PROJECT ASSISTANCE: Provide advanced technical support with projects which involve computer hardware and software or other specialized technical systems. This includes participating on product evaluations, installing and upgrading computer hardware and software, and researching, testing and implementing new computer equipment and technologies.
• DOCUMENTATION: Create, document and modify computer hardware and software installations and troubleshooting procedures for technical staff. Aids with developing and testing customer documentation.
• IT ASSET MANAGEMENT: Capable of recording and providing hardware/ software inventory. On site physical Inventories may be required.
• APPLICATION ADMINISTRATION: Perform system administration for desktop management and other commercial off-the shelf application software if requested. This includes: understanding the purpose, features, functions and use of the application; installing, updating and maintaining application software on the servers and clients; testing for correct operation and functionality; documenting automated and manual processes; monitoring system access, availability and efficiency; identifying, troubleshooting and solving system problems; creating and running queries and reports from system data; monitoring and interpreting data from the queries and reports and recommending action; training users on system use as needed.

Essential Functions

Successful candidate will possess advanced knowledge of and experience with:

• Intel-based or AMD-based computer architecture
• Windows operating systems, Microsoft Office suite components, and other standard computer application software; Apple iOS operating systems
• Help Desk or field service technician tasks and responsibilities
• Audio/Visual systems and equipment
• Cybersecurity tools and requirements
• Intune / Endpoint Manager
• Entra ID basics (password resets, MFA prompts, license assignments)

Successful candidate will possess basic understanding of and experience with:

• Windows-based local area networks, Ethernet, network cabling and telecommunications components
• PowerShell scripting tools
• Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive)
• Windows 11 troubleshooting
• Familiar with ITSM tools (e.g., Remedy, InvGate, ServiceNow, Jira)

A successful candidate should demonstrate or describe past accomplishments in the following:

• The ability to accomplish tasks both independently and as a team member
• The ability to perform troubleshooting of problems and determine and implement the most effective solution
• Creation and modification of technical documentation
• The ability to articulate complex technical information to non-technical people, verbally and in writing
• The candidate should have a minimum of 3 years experience installing both Windows and iOS software, maintaining and repairing computer hardware, troubleshooting both software and hardware, setting up computer security measures, configuring workstations to connect on the network and offering technical support on site or via phone or email.

In addition, the successful candidate must:

• Be physically capable of performing the work, which requires color & depth perception; high, low and normal range hearing; lifting equipment from floor to waist and above shoulders and carrying it; climbing into and out of vehicles; using a computer to enter and update data on calls and service requests; performing other standard office tasks
• Be able to work regular on-call rotation shifts
• Report to work as directed in the event of an emergency or natural disaster, and be expected to work unusual shifts and hours

Education/Experience

Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelors degree or equivalent.

Required:

• Three years experience in computer hardware and software support.

Additional Information & Requirements

• Valid Drivers License required.
• Computer A+ Certification preferred.

Work Schedule:

• This position works forty-hours per week Monday - Friday 8am to 5pm to accommodate operating hours.

• On-call weekend and after-hours support is required on a rotating basis.

• This position is an Essential position, which requires attendance during emergencies, delayed city openings and special weather events.

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

• Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

• The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant's school of enrollment must be an accredited institution.

NOTE:

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

01

The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

• I understand and will answer the following supplemental questions completely and thoroughly.

02

If you were referred for this position by a current City of Norfolk employee, please provide the employees full name, department, and job title, and your relationship to the employee. If not, please indicate by typing "N/A."

03

Please select the highest level of education you have completed.

• High School Diploma/GED
• Some College (6 months or more)
• Vocational/Technical Degree
• Associates Degree
• Bachelors Degree
• Masters Degree or higher

04

Do you have experience in large corporate environment or in the public sector supporting multiple departments/agencies?

• Yes
• No

05

How many years of experience do you have in repairing computer hardware and troubleshooting software issues?

• Less than 3 years
• 3-4 years
• 4-5 years
• 5 years or more

06

How many years of experience do you have in direct customer computer hardware/software support?

• Less than 3 years
• 3-4 years
• 4-5 years
• 5 years or more

07

How many years of experience do you have imaging and deploying Windows based devices?

• Less than 3 years
• 3-4 years
• 4-5 years
• 5 years or more

08

What is your level of technical knowledge of Windows operating systems?

• Low
• Medium
• High

09

How much experience do you have with audio/visual (A/V) equipment support or system design.

• Less than 3 years
• 3-4 years
• 4-5 years
• 5 years or more

10

What is your knowledge level of Microsoft SCCM or Microsoft Intune?

• Low
• Medium
• High
• I do not have this experience

11

Are you physically capable of lifting computer equipment from the floor to your waist and carrying it at least 10 feet?

• Yes
• No

12

Are you able and willing to work regular on-call weekly rotations?

• Yes
• No

13

Are you able and willing to work occasional after-hours events?

• Yes
• No

14

The expected hiring salary range for this position is $63,354 - $67,866. Are you willing to accept a salary within this range?

• Yes
• No

15

Do you have a valid drivers license?

• Yes
• No

16

Do you have the legal right to work in the United States and, upon employment, can you provide documentation to verify this?

• Yes
• No

17

Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.

18

Are you a current or previous City of Norfolk employee?

• Yes - I am a current City of Norfolk Employee
• Yes - I am a previous City of Norfolk Employee
• No - I am not a previous or current City of Norfolk employee

19

Please indicate your veteran status. (A copy of your long form DD-214 may be required)

• I am not a Veteran
• I am a Veteran
• I am a Disabled Veteran

Required Question

Employer City of Norfolk