IT Support Analyst

Position Title: Entry Level IT Professional / Junior IT Support Analyst
Location: Detroit, MI (Onsite)
Duration: 6 months with possible extension

Estimated Hours: 160 hours per month

Client: City of Detroit

Job Summary:

• The Entry Level IT Professional will support DWSD’s IT Applications team with basic application support, documentation, testing support, data validation, workflow review, and user support activities. This person will work under the guidance of DWSD staff and senior Application Analyst resources. The role is suitable for a recent graduate or junior IT professional with strong communication, basic technical knowledge, and willingness to learn utility/customer service systems.

Key Responsibilities:

The consultant will:

• Assist senior Application Analysts and DWSD staff with day-to-day application support.
• Help document business workflows, system steps, user issues, and process gaps.
• Support QA/testing activities by executing test cases and recording test results.
• Validate data in spreadsheets, reports, applications, and customer/business systems.
• Help track defects, user issues, and follow-up items in tools such as Jira, ServiceNow, Excel, or similar tools.
• Support basic troubleshooting for application, access, data, and workflow issues.
• Assist with documentation for customer portal, payment system, billing, work order, and GIS-related workflows.
• Participate in meetings with business users, technical teams, and senior analysts.
• Prepare simple status updates, issue logs, and progress reports.
• Follow DWSD data security, customer privacy, and internal IT procedures.
• Support production and non-production environments as directed by DWSD. DWSD confirmed resources may work in both environments.

Required Skills:

• Bachelor’s degree or current/recent coursework in Computer Science, Information Systems, Engineering, Business Information Systems, Data Analytics, or related field.
• Basic understanding of IT applications, databases, and business systems.
• Basic SQL knowledge is preferred.
• Good Excel skills for tracking, validation, and reporting.
• Ability to follow test scripts and document test results.
• Strong written and verbal communication.
• Ability to work onsite in Detroit.
• Legally authorized to work and reside in the U.S. DWSD confirmed resources must be legally authorized to work and reside in the U.S. 
• Willingness to complete background check, drug screening, and onboarding requirements. DWSD confirmed these are required and contractor is responsible for its resources/onboarding.

Preferred Skills:

• Exposure to Oracle, ERP, CRM, billing, customer portal, GIS, or work order systems.
• Familiarity with REST APIs, application integrations, or middleware concepts.
• Experience using Jira, ServiceNow, Azure DevOps, Confluence, SharePoint, or similar tools.
• Basic understanding of data privacy, customer data, and documentation standards.