What are the responsibilities and job description for the Technical Support Analyst -011124 position at City of Sunrise?
NATURE OF WORK
This classification is to ensure proper computer operation related to the software and hardware utilized by City end users to perform daily operational and administrative tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem-resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. An incumbent must possess the requisite skills and technical knowledge base to respond to all levels of support and provide technical expertise in support of mission critical and end-user systems. Employees in this classification are also responsible for installing, configuring, and troubleshooting desktop operating systems, user software, and hardware peripherals. Work includes providing a high level of customer service while researching and recommending improvements to current systems and procedures and assisting higher level network and systems administration personnel.
NOTE: This employee is also required to maintain CJIS Level 4 certification.
ESSENTIAL JOB FUNCTIONS
- Researches and recommends solutions to current systems and procedures in order to improve capabilities, reduce computer downtime, and to improve customer efficiency through computer technology.
- Assists in setting up new hardware, installing software, configuring settings, and testing equipment to ensure that everything is working as required.
- Interfaces with various vendors to provide customer support for all City’s departments.
- Instructs users on correct methods and procedures of utilizing personal computers and peripherals, and related application software.
- Assisting in providing Level I, II, and III Support.
- Act as an escalation point for advanced or difficult help desk requests; escalate problems (when required) to the Service Desk Manager.
- Reviews, monitors and upgrades existing personal computer systems; repairs or replaces/upgrades network data cables as needed.
- Record, track and document the service desk request problem-solving process.
- Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet and in-house IT Service Management Software history to aid in problem resolution.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus software and ensure virus definitions are up-to-date.
- Perform post-resolution follow-ups with technicians as required.
- Develop help sheets and FAQ lists for end users as needed.
- Reinforce SLAs to manage end-user expectations.
- Overseeing and monitoring ongoing training programs (retains updated records)
EDUCATION
- Graduation from accredited college or university with a Bachelor's degree in Computer Science or a related field
- PROOF OF HIGHEST LEVEL OF COMPLETED EDUCATION MUST BE SUBMITTED AS AN ATTACHMENT WITH APPLICATION. (Applications without attached proof of education will not be processed for consideration.)
EXPERIENCE AND TRAINING
- Three (3) years of qualifying professional experience in administering and supporting computer workstations and associated operating systems.
OR
- Seven (7) years of qualifying professional experience as described above, may be substituted for the required college education.
- Certification in ITIL and Microsoft certifications preferred.
NECESSARY SPECIAL QUALIFICATIONS
- Must possess a valid driver’s license with an acceptable driving record.
- Must obtain a valid Florida driver’s license prior to hire.
- Must pass a background check to become CJIS certified
PHYSICAL REQUIREMENTS
Work Environment:
- Work is performed primarily in a standard office environment and data center rooms and closets with some travel to different sites; incumbents may be required to work extended hours including but not limited to evenings, weekends and holidays.
Sensory:
- Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through personal contact, the use of the telephone and/or other City-issued technology devices.
Physical:
- Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach and twist under desks and around furniture; to lift, carry, push, and/or pull moderate to heavy amounts of weight up to 50 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Occasional climbing on ladder or stool to reach or mount equipment.
KNOWLEDGE, SKILLS AND ABILITIES
- Knowledge of advanced computer hardware.
- Experience with Windows and Microsoft 365 environments and operating systems.
- Experience with Windows and iPad tablets.
- Experience with telecommunication, desktop and mobile software/hardware.
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities.
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on relationship-building.
- Exceptional listening and questioning skills.
- Ability to conduct research into a wide range of computing issues.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly and technical language.
- Keen attention to detail with proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service skills.
- Experience working in a team-oriented and collaborative environment.
- Ability to communicate effectively and persuasively, both verbally and in writing.
- Ability to withstand the pressure of competing priorities and varied responsibilities and works efficiently and effectively to develop win-win solutions.
- Ability to evaluate the impact and effectiveness of alternative solutions and evaluate circumstances and possible outcomes.
- Ability to establish and maintain professional working relationships with City officials, management team members, employees, industry professionals, and the general public.
- Ability to work independently with minimum instructions and supervision.
- Ability to physically lift and move computers and other related equipment.
- Considerable knowledge of local area networks (LAN) setup, administration and maintenance.
Salary : $66,417 - $93,844
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