IT Support & Training Analyst at City of Chesapeake Human Resources – Chesapeake, Virginia

Starting $63,185 – $87,000; Depending on Qualifications and Experience

Are you a customer-focused IT professional who enjoys helping others learn and succeed with technology? Do you have a passion for both technical support and training? The City of Chesapeake is seeking an IT Support & Training Analyst to join our Enterprise Operations Service Desk team, supporting over 4,000 users across the organization.

In this hybrid role, you will combine hands-on technical support with the design and delivery of end-user training. You’ll play a key role in improving technology adoption, enhancing user experience, and ensuring employees have the tools and knowledge they need to succeed.

The IT Support & Training Analyst is responsible for training individuals and groups on how to effectively use technology, software, systems, and training repositories such as Centers of Excellence. This role develops, and delivers training programs, including user guides, virtual sessions, and workshops, to enhance end-user productivity and support technology adoption such as artificial intelligence technologies across the organization.

In addition, the IT Support & Training Analyst provides advanced, customer-focused technical support within a multi-tiered Service Desk environment. This position requires strong communication skills, attention to detail, and the ability to clearly explain technical concepts to non-technical users, both verbally and in writing.

As a member of the Service Desk team, the IT Support & Training Analyst will develop a strong understanding of the City’s technology environment and support processes while delivering high-quality IT customer service. Responsibilities include user account management from onboarding through offboarding, Microsoft 365 support and training, troubleshooting City-approved software and printers, creating and maintaining knowledge base articles and communications, and managing Service Desk ticket queues.

The IT Service Desk Analyst requires at least 2 years’ experience in the following:

VOCATIONAL/EDUCATIONAL REQUIREMENT: Requires any combination of education and experience equivalent to a bachelor’s degree in computer science or a closely related field.

EXPERIENCE REQUIREMENT: In addition to satisfying the vocational/education standards, this position requires a minimum of two years of related, full-time equivalent experience.

SPECIAL CERTIFICATIONS AND LICENSES: Requires a valid driver’s license and a driving record that is in compliance with City Driving Standards.

SPECIAL REQUIREMENT: Employees may be expected to work hours in excess of their normally scheduled hours in response to short-terms department needs and/or City-wide emergencies. Emergency operations support work and work locations may be outside of normal job duties.

Although it is not a requirement, the following is preferred:

This position is not eligible for third-party (i.e., contractor/staffing agency) placements.

Due to the hands-on nature of this IT role, on-site presence is required.

Information Technology positions must meet the requirements outlined in Criminal Justice Information System (CJIS) policy. Because these roles may involve access to sensitive systems and data, candidates will undergo a more stringent criminal history reviewin accordance with CJIS standards.

For additional information, contact Sheila Carson at scarson@cityofchesapeake.net