Technical Support Analyst -011124

Salary: $68,409.28 - $96,658.87 Annually
Location : Sunrise, FL
Job Type: Full Time
Job Number:Technical Support Analyst
Department: Information Technology
Opening Date: 01/11/2024
Closing Date: Continuous
Description
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.
Examples of Duties
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)

Requirements
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.

Supplemental Information
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.

BENEFITS PACKAGE SUMMARY
SUPERVISORY/PROFESSIONAL
HIRED ON OR AFTER 10/1/18
The description of benefits for which, an employee may be eligible have been generally summarized in this information sheet for your convenience; however, you must refer to all applicable City ordinances, collective bargaining agreements and/or plan documents for specific terms and conditions. These benefits may be affected by future changes in policy, collective bargaining, City ordinances and/or legislative actions. The City reserves the right to increase, modify, decrease or eliminate benefits at any time. No benefit is created or maintained simply based on this document, and its contents do not give rise to any contractual rights related to continuing employment or receipt of benefits between the City of Sunrise and its employees. The information contained herein supersedes any prior benefit sheet(s).
The City of Sunrise is an economic powerhouse in western Broward County encompassing more than 18 square miles. As the host of Sawgrass International Corporate Park - the largest business park in South Florida - Sunrise has its own flourishing job market and currently employs approximately 1,100 employees and numbers continue to rise.
The City takes a very active role in business development, recruitment and prides itself on creating job opportunities for its residents. There are very few communities of similar size that welcome the tens of millions of visitors that we do here in Sunrise, or that can boast the magnitude of regional assets found in our City.
Our City shines and we understand in order to shine brighter; we must continue to recognize our employees as one of our most valuable assets. The City of Sunrise takes great pride in recruiting future employees and developing and retaining current ones by offering our comprehensive compensation and benefits package throughout an employee's career.
5% Supplemental Pay:
Supervisory/Professional employees shall receive a five percent (5%) supplemental pay calculated on the employee's base rate of pay.
City-Paid Medical Benefits:

• Group Health Insurance: The City pays for 100% of the cost for single coverage for full-time employees and 66.66% of cost for Dependent/Family Coverage. Upon retirement and separation from City employment, employee receives a monthly stipend of $350 per month, applicable toward retiree health coverage.
• Life Insurance: $50,000
• Accidental Death & Dismemberment (AD&D): $50,000
• Eye Care Reimbursement - Up to $250 every two (2) fiscal years (Employee only)
• EKG/Stress Test - Up to $150 reimbursement per fiscal year (Employee only)
• Physical Examination - Up to $250 reimbursement per fiscal year (Employee only)
• Employee Assistance Program (EAP) through Cigna Behavioral

Retirement:

• Employee Contribution = 8%
• Vesting = 10 Years
• Average Final Compensation (AFC) = 2.5% of pensionable earnings for each year of creditable service
• Maximum Benefit = 80% of AFC, not to exceed $80,000.
• Normal Retirement = Age 62 and ten (10) years of creditable service.
• Early Retirement = Age 57 and ten (10) years of creditable service, 3% annual reduction for each year prior to normal retirement age.
• 13th check based on monthly retirement, payable if the pension plan funding status is equal to or greater than 100%. Paid in December each year following retirement.
• Deferred Retirement Option Plan (DROP) = 4 years/48 months maximum.
• DROP Interest Rate = 4%, compounded annually.

Longevity:
Based on successful completion of full-time, continuous service with the City, employee shall receive the following:
Years of Creditable Service Longevity Benefit*
10 Years 2.5%
15 Years 2.5%
20 Years 5.0%
* Longevity Benefit calculated on employee's base rate of pay
Paid Holidays:
Employees receive the following City-paid holidays:
• New Year's Day • Veterans' Day
• Martin Luther King Day • Thanksgiving Day
• Memorial Day • Friday after Thanksgiving
• 4th of July, Independence Day • Christmas Day
• Labor Day
Annual Leave:
Annual leave may be taken as earned. Maximum accumulation each fiscal year is 360 hours. At time of resignation or retirement, employee is paid for all annual leave accrued at their current rate of pay. Annual leave is accrued based on continuous, full-time service with the City, as follows:
Completed Months of Service Total Hours/Days Accrued Annually
Up to and including first 60 months 128 hours/16 Days
Greater than 60 months through 120 months 168 hours/21 Days
Greater than 120 months through 204 months 208 hours/26 Days
Greater than 204 months 248 hours/31 Days
Annual Leave Cash Out:
Employee can opt to receive a non-pensionable cash payment twice per year for up to forty (40) hours of annual leave, provided accrued annual leave bank does not fall below eighty (80) hours.
Floating Holidays:
Upon completion of (26) weeks of full-time employment with the City, employee shall be entitled to utilize up to five (5) floating holidays per fiscal year. Floating holidays shall not carry over to the next fiscal year.
Perfect Attendance:
For every six (6) months period (April 1 - September 30) and (October 1 - March 31) in which, no sick or unpaid leave is utilized, an employee shall receive ten (10) hours of annual leave credited. Employees who qualify for a consecutive Perfect Attendance benefit shall receive (14) hours of annual leave credited for each consecutive earning period.
Sick Leave:
Each employee earns (96) hours (12 days) of sick leave annually with no waiting period for use and maximum accrual of 1,440 hours. Upon separation of City employment due to resignation, employee shall receive payment of all accrued sick leave at a rate of twenty- five percent (25%) of the employee's current rate of pay at time of resignation. Upon separation of employment due to retirement, employee shall receive payment of all accrued sick leave at a rate of fifty percent (50%) of the employee's current rate of pay at the time of retirement.
Sick Leave Conversion:
After completion of one (1) year of continuous, full-time employment with the City, an employee may convert their unused portion of their first six (6) days (maximum of forty- eight (48) hours) of accrued sick leave into annual leave. Conversions are subject to the following: A minimum of 96 unused sick leave hours accrued prior to hours being converted, tot...