ETSB Data Analyst

POSITION SUMMARY

We are pleased to offer the opportunity to work as a Data Analyst with our Emergency Telephone Systems Board (ETSB).

This position supports the 9-1-1 System which serves approximately 1 million residents, and works closely with member agency IT staff to implement the technological objectives of the ETSB.

This position is eligible for our complete benefit package including medical, dental and vision insurance, flexible spending accounts, life insurance, pension, deferred compensation plan, tuition reimbursement, pre-paid legal and credit union. As a team member at DuPage County, you will also have access to time off with pay on Designated Holidays or holiday pay if required to work, Vacation time, Sick time and Paid Leave.

To learn more about the cost and coverage of the benefits plan, visit Employees Benefit Information.

For detailed information on paid time off, visit Employee Policy Manual, Section 5DuPage County is an Equal Opportunity Employer

RESPONSIBILITIES

RESPONSIBILITIES INCLUDE:

Fields incoming technical help requests from end users, determines next level of support, troubleshoots issues (and service request fulfillment through various modes of communication (i.e. phone, email, mobile text, etc.)

Maintains help desk database and website, responds to user inquiries regarding the status of incident/work order tickets and performs follow up communications until resolution or completion of request

Records and documents the details of the issue of service requests

Provides 9-1-1 systems troubleshooting

Provides assistance to officers and firefighters in resolving technological issues by troubleshooting back-end systems, as needed, and ensuring systems are up-to-date

Assess mobile network activity

Follows department standards, processes and procedures on ongoing issues and escalation with outside vendors

Performs basic system configuration changes, and password resets

Identifies data inconsistencies and conflicts in address data sets

Reviews logs files and escalate support tickets if required

Safeguards security of equipment and data files

Participates in the activities associated with a variety of departmental projects

REQUIREMENTS INCLUDE

Requirements for this position include the following experience or equivalent combination of training and experience:

Completion of a High School Diploma or GED equivalent

Three (3) years of experience in an IT Help Desk Operations environment supporting a variety of hardware, software and application installations

A pre-employment background check is required.

Physical Requirements and Work Environment

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

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. Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions.