SENIOR IT SUPPORT ANALYST

The Senior IT Support Analyst serves as a liaison between Information Technology and city departments related to technology support and planning. This position provides advanced analysis, problem-solving, technical assistance, support and solutions to staff for end user digital devices, audio-visual, networks and applications. Provides routine desktop administration, technical implementations, operating system imaging, systems analysis support for City applications, asset inventory. Maintains the city’s IT asset management program. The Sr IT Support Analyst coordinates work assignments between IT teams and other city departments. This position reports to the IT Police Systems Supervisor (PD) or Technical Operations Manager (City Hall).

ADA REQUIREMENTS: Individual’s sensory modalities (vision and hearing) and physical capabilities (ambulation, strength, coordination, dexterity, range of motion) must be sufficient to perform the Essential Functions of the position.(The duties listed below are the normal duties and responsibilities of this position. The omission of specific statements related to the duties and responsibilities of this position does not exclude them if the work is similar, related or reasonable within the scope of the position.)

Essential Duties & Responsibilities

• Functions as the key contact for all requests from a range of users for technical support at a designated location. Provides consultation and support; communicates effectively to convey complex technical information.
• Provides expert knowledge of functions and administration for department-specific computing solutions, working with functional system administrators, network administrators, IT operations staff, users and vendors to keep systems up-to-date and operating efficiently
• Prioritizes and appropriately escalate issues to assure timely problem resolution. Carries out fact-finding and analysis of problems; determines most effective problem resolution procedures. Suggests, tests, implements, and evaluates solutions.
• Maintains and documents work activities in the city’s work order system including difficult or complex problems, identifying trends, recommending solutions and resources.
• Reviews user requirements and needs for software and services; performs related research and analysis and provides information and guidance to users; coordinates implementation, installation, and training.
• Monitors and maintains software patching program for end user devices, ensuring high system availability, data integrity, security, and ease of use.
• Provides Desktop administration for department-specific computing solutions, working with business services, users and vendors to keep systems up-to-date and operating efficiently.
• Responsible for the analysis, development, modification, installation, testing and maintenance of operating systems software.
• Evaluates vendor supplied software packages and makes recommendations to IT management, modifies and/or debugs vendor-supplied utilities and packages.
• Analyzes and resolves computer hardware, software and network issues, repairs user workstations, modifies configurations, replaces faulty components and rebuilds complete systems on a variety of platforms.
• Develops and actively maintains detailed technical documentation of system configurations and administrative procedures to ensure continuity of services in the incumbent’s absence.
• Creates and maintains Windows desktop images using Windows Deployment Service and/or similar technology
• Provides supplemental support for problems experienced with enterprise and departmental software applications and related programs outside the incumbent’s directly assigned areas. Works in coordination with other technical staff in problem resolutions that involves multiple system tiers.
• Defines and discerns key aspects of a problem and develops an integrated solution within a broad technical and business context of significant impact.
• Provides instructions to new and existing employees on features, capabilities and policies of assigned computing systems and assists employees in utilizing the software to meet their needs.
• Actively participates in departmental, committee, and technical meetings to discuss and resolve user issues and implement new projects.
• Works with third party vendors by designing, implementing and coordinating the roll-out and maintenance of departmental systems. Coordinates on-site activities and ensures that vendor support is provided to maintain system functions and operations.
• Assists other technical staff members in support of major or complex projects. Writes documentation for related projects.
• Researches and maintains knowledge of current applicable technologies to ensure the City’s awareness of state-of-the art technologies. Assists the IT Operations in planning for future acquisitions and upgrades to equipment and software
• Enforces City technology standards and policies. Monitors and ensures the proper and effective use of the City’s technology investments and user adherence to City usage policies and procedures. Notifies management of security and appropriate usage violations.
• Supports and maintains audio-visual systems as needed
• Plays an active role in the Department’s after-hours standby support program and council meetings as needed.
• Performs other duties as assigned and required.

• Bachelor's degree in Management Information Systems, Computer Science, Computer Systems Design, Business Administration, Public Administration, or a closely related field, and considerable experience managing applications and/or systems management OR Equivalent combination of education and experience beyond a high school diploma or its equivalent.
• Must maintain CJIS Compliance and have a minimum of one certification in, Advanced Microsoft Certification(s), CompTIA Certifications and/or ITIL certification.
• Must possess a valid Florida driver’s license with satisfactory driving record held throughout employment.
• An equivalent combination of education, training and relevant job experience may be substituted.
• 4-7 years’ experience supporting, implementing and administering enterprise computing technologies

• Knowledge of data privacy practices, securing desktop and end user devices, IT Polices, applicable laws such as PCI, CJIS, HIPPA, etc.
• Intermediate knowledge with windows scripting conventions such as VB Scripting, Batch scripting and/or powershell scripting.
• Intermediate knowledge of TCP/IP, DNS, DHCP, VPN Technologies, and how end user devices utilize these services
• Intermediate knowledge of Server operating system and application-tier security concepts and techniques.
• Intermediate knowledge of documenting and using service desk ticketing applications
• Expert knowledge of patch management practices and reporting.
• Expert knowledge of the Microsoft Operating system, Microsoft desktop applications and mobile device best practices and troubleshooting issues.
• Expert knowledge in Active Directory best practices with managing users and computers accounts
• Expert knowledge with managing end user devices using manual and/or automated solutions. Experience should include the following competencies: remote control, patch management, software distribution, operating system deployment, network access protection, and hardware and software inventory.
• Expert knowledge of Active Directory Group policies
• Expert in LDAP queries for end user devices and applications as needed for Active Directory lookups.
• Expert Proficient in Windows imaging technologies, including but not limited to Microsoft Deployment Toolkit (all versions).
• Hands-on experience deploying all current Windows desktop operating systems in an Active Directory environment.
• Strong verbal and written communication skills. Detail oriented. Exercises sound judgment.
• Ability to train, delegate, prioritize and maintain a professional composure with customers in difficult situations. 
• Ability to maintain confidentiality with regard to customer information and employee records.
• Expert knowledge of maintaining Enterprise software and hardware licensing and/or warranties
• Strong knowledge of City departments' operations
• Ability to communicate clearly and concisely, verbally and in writing.
• Knowledge of computer based information systems.
• Thorough knowledge of business English, spelling, and arithmetic. 
• Ability to interpret and apply policies and procedures.
• Ability to establish and maintain effective working relationships with vendors, other employees, City officials and the general public. Ability to work independently. Must be physically able to operate a variety of computer equipment and machinery. Must be physically able to exert up to twenty pounds of force occasionally and/or up to ten pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects. Work involves reaching, pulling, pushing, stooping, kneeling, crawling, crouching, and balancing, etc. for periods of time.
• 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. 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 40 lbs. and up.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Salary : $64,591 - $96,886