IT Support Analyst - Innovation & Technology Department

Please submit the General Employment Application for this position to HResources@homesteadfl.gov

General Function

This is a highly technical, specialized position providing support and maintenance to City of Homestead applications and technology equipment that support business operations. An incumbent is responsible for working with IT and operational teams (internal and external) that plan and coordinate the overall configuration, development, and deployment of all applications. Work requires communication, organization, and independent problem-solving skills.

The duties of this position include but are not limited to the following: evaluating, installing, configuring, and deploying new applications, hardware products, and enhancements to existing applications throughout the enterprise; managing, maintaining, updating all users, roles, and security; coordinating studies, user testing, and demonstrations for software and system products under consideration for purchase and providing recommendations based on findings; liaising with City's software suppliers for prompt resolution of any problems or emergencies; and related other duties as may be required. This is a highly technical position requiring a dedication to implementing and supporting the latest computer technologies.

Reports To

Assistant Director of Innovation and Technology

Supervisory Responsibility

None

Essential Duties And Responsibilities

• Will provide extensive help desk services including technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Must be able to prioritize and plan work activities, use time efficiently and develop realistic action plans.
• Provide timely onsite and remote technical troubleshooting assistance to all users having problems with computer software, hardware, and applicable programs. Assists users with problems by perceptive questioning, using diagnostic software, or listening to procedures followed by users to determine the source of problem.
• Support internal and external relationships with stakeholders by demonstrating courteous and cooperative behavior while providing support, training, implementing solutions in accordance with DoIT Department procedures and industry standards.
• Perform system maintenance including upgrades for hardware, peripherals, specialty equipment and software applications.
• Work in various environments using network tools, and network software diagnostics and applications to configure, install, repair, or replace various network equipment including but not limited to switches, routers, security appliances, servers used to support audio, data, video, and voice infrastructure.
• Provide support to users encountering computer/software and phone issues by providing guidance in proper usage and/or resolving technical problems.
• Organize, categorize and inventory computer hardware and software using an inventory system.
• Assist with the daily operation of information systems, software installation, configuration and installation of all new computer equipment including printers, monitors, network devices, and communications equipment.
• Document all computer and communications configurations, along with any maintenance done or changes that occur.
• Maintain various security systems including video and door/gate security.
• Provide network support as needed, including repair and installation of network related cabling and hardware and security systems and communications systems.
• Logs, triages, and responds to service requests in accordance with established procedures and guidelines.
• Monitors status of service requests, provides updates to customers, and alerts management, team members, and other IT groups when sensitive issues arise, or a major problem is suspected.
• Responds to the diverse application software and desktop problems to minimize client downtime and productivity loss from technology malfunctions.
• Responsible for installing hardware/software for all computer systems and/or coordinating relocation of computer equipment within the city.
• Responsible for performing preventive maintenance on all end-user equipment within the city.
• Provides application-level expertise, bridging the gap between the user and Systems Analyst staff from IT or the vendor(s).
• Coordinates and supports solutions and/or applications from multiple vendors and provider services.
• Identifies systems and organizational difficulties hindering the accomplishment of objectives.
• Provides technical support to all applications and resolve issues.
• Secures clear possession of problem identification, its analysis, impact analysis and solutions.
• Evaluates all problems and impact analysis and recommend solutions and workarounds.
• Conducts and maintains an up-to-date inventory of all hardware and software/applications.
• Performs other related work as required.
  
  

Type Of Appointment/Work Hours

• Full-time/Regular position.
• Standard workweek, which is forty (40) hours of work per week usually consisting of five (5) days of eight (8) hours per day. The workday may be varied for the efficient delivery of public service.
• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays.
  
  

Physical And Environmental Demands Or Conditions

The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Requirements

• An Associates of Science degree in Computer Science, Information Technology, or related field and a minimum of one (1) year in computer support experience.
• Demonstrated experience in both network and desktop operating systems support work, installing and repairing equipment.
• Knowledge of multiple software applications and operating systems, including, but not limited to: Microsoft desktop and server Operating Systems, Microsoft Networking, TCP/IP, Microsoft Office Suite, Exchange/Outlook E-Mail (server/client), Microsoft Systems Center Configuration Manager, Microsoft Group Policy Management, CompTIA A , Microsoft, Cisco).
• Knowledge of local area and wide area network administration, telephone, and other communications systems support.
• Knowledge of Windows servers, laptops, networks, and servers. Extensive experience in O365, Microsoft Suite, and Microsoft Active Directory.
• Experience configuring and troubleshooting cellular devices using O365 and calendar. Experience with VMware, Cloud applications and Cloud Management.
• Knowledge of various technological support tools.
• Ability to resolve level 1 and level 2 software and application problems, performing problem recognition, research, isolation, resolution, and follow up.
• Experience working in a multi-faceted real-world environment.
• Must be able to read, write, and comprehend verbal and written instructions.
• Job Control languages/procedures development desirable.
• Must possess a valid Florida driver's license with a clean driving record.
• Must pass a background screening/CJIS compliance process.
  
  

Core Competencies

• Judgment - Sound decisions based on fact; uses logic to solve problems.
• Quality of Work - Performs work thoroughly, accurately, and professionally.
• Reliability - Timely and consistently completes assigned work; consistently reports to work and is punctual.
• Safety - Committed to ensuring a safe environment and complies with applicable safety standards.
• Technical Capability - Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.
  
  

Work Authorization/Security Clearance

• The employee must successfully pass a background screening process and comply with the City’s Drug-Free Workplace policy.
• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.
  
  

All of the above information is intended to indicate the general nature and level of work performed by employees in this position. This description is not intended to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this position. Duties, responsibilities, and activities may change at any time with or without notice.