Address
Form of workSalary : $78,881.95 - $125,895.00 Annually
Location : Plantation, FL
Job Type: Full-Time
Job Number: 1412004
Department: FASD ETS Infrastructure Svcs
Opening Date: 03/20/2024
Closing Date: Continuous
Veterans' Preference Notice: Under Section 295.07, Florida Statutes, certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment with Broward County and are encouraged to apply for the positions being filled.
REQUIREMENTS AND PREFERENCES
The Broward County Board of County Commissioners is seeking qualified candidates for Systems Network Analyst, Senior.
General Description
Performs advanced professional, technical and analytical work with administrative responsibility in automation systems implementation and development.
Works independently, under limited supervision, reporting major activities through periodic meetings.
• This position provides first-response Information Technology (IT) hardware and software support and repairs remotely and in the field in response to County personnel requests received via telephone, email, and the County's Incident Management Portal.
• Responsible for mentoring junior staff in the following areas, Incident Resolution, Customer Management/Relations, Problem Resolution and Management/Community Communications.
• Coordinate daily activities ensuring timely resolution of calls, email responses, and project activities through staff coordination.
• Provide remote support and re-imaging services for end-users, including installation of software, and using software tools such as Dameware and Microsoft's System Center Configuration Manager (SCCM).
• Provide cross-functional support for various groups during times of increased workload by driving to various county locations (i.e. Government Center East, Government Center West, Flexential DataCenter and the HS Mills site).
• Create and maintain service data by entering, monitoring, facilitating, and closing service requests from County users via the County's Incident Management software.
• Responsible for processing and disposition of surplus computer and printer equipment.
• Provide repair services for County IT equipment such as desktops, laptops, and printers.
• Provide support for smart phones and tablets, providing configurations for Outlook email access on various platforms including IOS and Android.
• Support and maintain the database of County long distance phone codes.
• Provide password reset services, resetting passwords for Active Directory users, as well as for several other County applications (i.e. Echo, and Cisco Unity voice-mail systems).
• Create, forward and coordinate P1 alerts between the requester and the appropriate support group.
• Setup and maintain phone conference bridge schedules.
• Provide support for network port configurations and connectivity issues.
Minimum Education and Experience Requirements
Requires a two (2) year degree from an accredited trade, technical or vocational school, college or university with major coursework in computer science or closely related field.
(One year of relevant experience may be substituted for each year of required education.)
Requires four (4) years in supporting users and analyzing computer systems or closely related experience.
Special Certifications and Licenses
None.
Preferences
Relevant Bachelor's Degree
Relevant Master's Degree
Help Desk Institute Customer Service Representative Certification
CompTIA Certificates (e.g. A+, Security or Network)
Experience with PeopleSoft Application Support (e.g. Financial, HCM, Asset Management, etc.)
Experience with Information Technology Service Management Application, (e.g. Cherwell Service Management, Service Now)
DUTIES AND RESPONSIBILITIES
The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.
Provides design, procurement, implementation, and administration of the network infrastructure - routers, switches, and plans; provides procurement, implementation, and administration of firewalls; provides administration of the Voice over Internet Protocol (VoIP) phone system; and manages network related projects.
Analyzes, diagnoses, and rectifies issues related to server and/or desktop/laptop computer problems as they are reported on an emergency or non-emergency basis; including issues related to missing drives and group policy scripts.
Completes ad-hoc projects based on end user and Information Technology (IT) analyst needs, including troubleshooting and updating and maintaining file systems.
Performs change control tasks, including implementing and updating web applications as needed by application analysts; launches and implements any new technologies approved by management and special task force; studies, investigates, reviews, and recommends implementation of evolving and emerging technologies.
Performs analyses of systems designs, develops applications, and documents work flow and processes; reviews peer-reviewed and professional material in digital and paper formats to keep up with the latest trends in both the library and technology community.
Provides help desk support; responds to calls, emails, incident tickets, and/or inquiries from computer/network users and customers to resolve/troubleshoot microcomputer and minicomputer hardware or software issues; provides tech support in the field and after hours support.
Provides systems administration for servers, patch installation and upgrade maintenance; installs, configures, and reimages desktop/laptop hardware and software; performs data backup and restores; and manages computer security and virus removal.
Performs related work as assigned.
WORK ENVIRONMENT
Physical Demands
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
Performs medium work that involves walking, standing, stooping or lifting all of the time and also involves exerting between 20 and 50 pounds of force on a regular and recurring basis or exceptional skill, adeptness, and speed in the use of fingers, hands, or limbs in tasks involving very close tolerances or limits of accuracy.
Unavoidable Hazards (Work Environment)
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
Involves routine and frequent exposure to electrical shocks.
SPECIAL INFORMATION
Competencies
Anticipates and adopts innovations in business-building digital and technology applications. Is an early adopter of new technologies, technical skills, and capabilities that improve performance. Regularly experiments with and leverages technologies and tools to substantially improve performance.
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
Creates new and better ways for the organization to be successful. Constantly looks for new ideas and innovative ways of doing things; makes the effort to get involved in new areas. Offers original ideas and promising new solutions.
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
Plans and prioritizes work to meet commitments aligned with organizational goals. Outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.
Steps up to address difficult issues, saying what needs to be said. Shares own ideas and points of view openly, regardless of potential criticism or risk; shows conviction when faced with adversity and challenges; raises difficult topics to be sure they are addressed.
Actively seeks new ways to grow and be challenged using both formal and informal development channels. Demonstrates strong commitment to own development by continuously updating knowledge, skills, and abilities. Shows strong enthusiasm for seeking learning opportunities.
County Core Values
All Broward County employees strive to demonstrate the County's four core behavioral competencies.
Americans with Disabilities Act (ADA) Compliance
Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.
Emergency Management Responsibilities
Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.
County-wide Employee Responsibilities
All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.
All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,000. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount.
01
What is the highest degree you have earned?
02
How many years of experience do you have in supporting users and analyzing computer systems?
03
Describe your experience in providing technical support to end users? Please provide specific instances where you've assisted users with technical issues. If none, type "Not Applicable".
04
Describe a time when you had to troubleshoot an issue that was outside of your area of expertise. If none, type Not Applicable"
05
Are you familiar with remote access tools such as SCCM or DameWare? Describe your experience with tools that allow you to assist users remotely. If none, type "Not Applicable".
06
What strategies do you use to ensure customer satisfaction when resolving their issues? Describe techniques you employ to leave users satisfied after issue resolution.
07
How do you prioritize tasks and manage multiple requests at once? Explain your approach to task prioritization and time management.
08
Do you have any experience working with Service Management ticketing systems? Describe which systems you have used and your familiarity with such systems. If none, type "Not Applicable".
09
How do you handle difficult customers who are not satisfied with the resolution you provided? Explain how you maintain professionalism and address their concerns.
10
Do you have experience utilizing virtualization technologies such as VMWare or Oracle VM? Discuss your knowledge and hands-on experience with virtualization platforms. If none, type "Not Applicable".
11
Describe a time when you had to provide training on new software or hardware to end users. Share instances where you successfully educated users on new technology.
12
Explain the process you use for documenting Customer Service issues and resolutions.
Required Question
Location : Plantation, FL
Job Type: Full-Time
Job Number: 1412004
Department: FASD ETS Infrastructure Svcs
Opening Date: 03/20/2024
Closing Date: Continuous
Veterans' Preference Notice: Under Section 295.07, Florida Statutes, certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements, in employment with Broward County and are encouraged to apply for the positions being filled.
REQUIREMENTS AND PREFERENCES
The Broward County Board of County Commissioners is seeking qualified candidates for Systems Network Analyst, Senior.
General Description
Performs advanced professional, technical and analytical work with administrative responsibility in automation systems implementation and development.
Works independently, under limited supervision, reporting major activities through periodic meetings.
• This position provides first-response Information Technology (IT) hardware and software support and repairs remotely and in the field in response to County personnel requests received via telephone, email, and the County's Incident Management Portal.
• Responsible for mentoring junior staff in the following areas, Incident Resolution, Customer Management/Relations, Problem Resolution and Management/Community Communications.
• Coordinate daily activities ensuring timely resolution of calls, email responses, and project activities through staff coordination.
• Provide remote support and re-imaging services for end-users, including installation of software, and using software tools such as Dameware and Microsoft's System Center Configuration Manager (SCCM).
• Provide cross-functional support for various groups during times of increased workload by driving to various county locations (i.e. Government Center East, Government Center West, Flexential DataCenter and the HS Mills site).
• Create and maintain service data by entering, monitoring, facilitating, and closing service requests from County users via the County's Incident Management software.
• Responsible for processing and disposition of surplus computer and printer equipment.
• Provide repair services for County IT equipment such as desktops, laptops, and printers.
• Provide support for smart phones and tablets, providing configurations for Outlook email access on various platforms including IOS and Android.
• Support and maintain the database of County long distance phone codes.
• Provide password reset services, resetting passwords for Active Directory users, as well as for several other County applications (i.e. Echo, and Cisco Unity voice-mail systems).
• Create, forward and coordinate P1 alerts between the requester and the appropriate support group.
• Setup and maintain phone conference bridge schedules.
• Provide support for network port configurations and connectivity issues.
Minimum Education and Experience Requirements
Requires a two (2) year degree from an accredited trade, technical or vocational school, college or university with major coursework in computer science or closely related field.
(One year of relevant experience may be substituted for each year of required education.)
Requires four (4) years in supporting users and analyzing computer systems or closely related experience.
Special Certifications and Licenses
None.
Preferences
Relevant Bachelor's Degree
Relevant Master's Degree
Help Desk Institute Customer Service Representative Certification
CompTIA Certificates (e.g. A+, Security or Network)
Experience with PeopleSoft Application Support (e.g. Financial, HCM, Asset Management, etc.)
Experience with Information Technology Service Management Application, (e.g. Cherwell Service Management, Service Now)
DUTIES AND RESPONSIBILITIES
The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.
Provides design, procurement, implementation, and administration of the network infrastructure - routers, switches, and plans; provides procurement, implementation, and administration of firewalls; provides administration of the Voice over Internet Protocol (VoIP) phone system; and manages network related projects.
Analyzes, diagnoses, and rectifies issues related to server and/or desktop/laptop computer problems as they are reported on an emergency or non-emergency basis; including issues related to missing drives and group policy scripts.
Completes ad-hoc projects based on end user and Information Technology (IT) analyst needs, including troubleshooting and updating and maintaining file systems.
Performs change control tasks, including implementing and updating web applications as needed by application analysts; launches and implements any new technologies approved by management and special task force; studies, investigates, reviews, and recommends implementation of evolving and emerging technologies.
Performs analyses of systems designs, develops applications, and documents work flow and processes; reviews peer-reviewed and professional material in digital and paper formats to keep up with the latest trends in both the library and technology community.
Provides help desk support; responds to calls, emails, incident tickets, and/or inquiries from computer/network users and customers to resolve/troubleshoot microcomputer and minicomputer hardware or software issues; provides tech support in the field and after hours support.
Provides systems administration for servers, patch installation and upgrade maintenance; installs, configures, and reimages desktop/laptop hardware and software; performs data backup and restores; and manages computer security and virus removal.
Performs related work as assigned.
WORK ENVIRONMENT
Physical Demands
Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.
Performs medium work that involves walking, standing, stooping or lifting all of the time and also involves exerting between 20 and 50 pounds of force on a regular and recurring basis or exceptional skill, adeptness, and speed in the use of fingers, hands, or limbs in tasks involving very close tolerances or limits of accuracy.
Unavoidable Hazards (Work Environment)
Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.
Involves routine and frequent exposure to electrical shocks.
SPECIAL INFORMATION
Competencies
- Tech Savvy
Anticipates and adopts innovations in business-building digital and technology applications. Is an early adopter of new technologies, technical skills, and capabilities that improve performance. Regularly experiments with and leverages technologies and tools to substantially improve performance.
- Manages Complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
- Cultivates Innovation
Creates new and better ways for the organization to be successful. Constantly looks for new ideas and innovative ways of doing things; makes the effort to get involved in new areas. Offers original ideas and promising new solutions.
- Action Oriented
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
- Plans and Aligns
Plans and prioritizes work to meet commitments aligned with organizational goals. Outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work.
- Courage
Steps up to address difficult issues, saying what needs to be said. Shares own ideas and points of view openly, regardless of potential criticism or risk; shows conviction when faced with adversity and challenges; raises difficult topics to be sure they are addressed.
- Self-Development
Actively seeks new ways to grow and be challenged using both formal and informal development channels. Demonstrates strong commitment to own development by continuously updating knowledge, skills, and abilities. Shows strong enthusiasm for seeking learning opportunities.
County Core Values
All Broward County employees strive to demonstrate the County's four core behavioral competencies.
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
- Customer focus: Building strong customer relationships and delivering customer-centric solutions.
- Instills trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
- Values differences: Recognizing the value that different perspectives and cultures bring to an organization.
Americans with Disabilities Act (ADA) Compliance
Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.
Emergency Management Responsibilities
Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.
County-wide Employee Responsibilities
All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.
All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.
Broward is a dynamic county that offers an exciting, stable career with incredible employee benefits such as 11 annual holidays, accrued annual/vacation and sick leave, FRS retirement, $50,000 of free life insurance, training and development, and participation eligibility in a deferred compensation (457) plan with a match up to $2,000. In addition, Broward County offers 2 health plans, a High Deductible Health Plan (HDHP) with a County-funded Health Savings Account (HSA), and a Consumer Driven Health plan (CDH), Dental insurance, Vision insurance and Section 125 Flexible spending accounts for Medical Expenses and Dependent Care. Part-time 20+ benefit eligible employees receive the benefits described above at a reduced amount.
01
What is the highest degree you have earned?
- No Degree
- Associate degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
02
How many years of experience do you have in supporting users and analyzing computer systems?
- 4-5 years
- 6-7 years
- 8 or more years
- less than 4 years
03
Describe your experience in providing technical support to end users? Please provide specific instances where you've assisted users with technical issues. If none, type "Not Applicable".
04
Describe a time when you had to troubleshoot an issue that was outside of your area of expertise. If none, type Not Applicable"
05
Are you familiar with remote access tools such as SCCM or DameWare? Describe your experience with tools that allow you to assist users remotely. If none, type "Not Applicable".
06
What strategies do you use to ensure customer satisfaction when resolving their issues? Describe techniques you employ to leave users satisfied after issue resolution.
07
How do you prioritize tasks and manage multiple requests at once? Explain your approach to task prioritization and time management.
08
Do you have any experience working with Service Management ticketing systems? Describe which systems you have used and your familiarity with such systems. If none, type "Not Applicable".
09
How do you handle difficult customers who are not satisfied with the resolution you provided? Explain how you maintain professionalism and address their concerns.
10
Do you have experience utilizing virtualization technologies such as VMWare or Oracle VM? Discuss your knowledge and hands-on experience with virtualization platforms. If none, type "Not Applicable".
11
Describe a time when you had to provide training on new software or hardware to end users. Share instances where you successfully educated users on new technology.
12
Explain the process you use for documenting Customer Service issues and resolutions.
Required Question
