IT Customer Support and GIS Analyst I

City of Coral Gables, FL • Coral Gables, FL

410d • $64,196 - $200,000

About The Position

The IT Customer Support and GIS Analyst I position is responsible for providing technical support and customer service related to GIS systems and IT services within the City of Coral Gables. This role involves assisting with GIS requests, maintaining GIS applications, and ensuring effective problem resolution for end users, citizens, and stakeholders. The analyst will also support day-to-day operations across city departments, manage service requests, and produce actionable information through data analysis and visualization.

Requirements

• Associate's Degree in Computer Science or a related field and two years of IT work experience; OR a Bachelor's Degree in Computer Science or a related field and one year of IT work experience; OR four years of IT work experience.
• Valid Florida Driver's License.
• Certifications or training in two or more of the following: GIS, Data Science, CompTIA A+ Network, Microsoft Technology Associate (MTA) - Database, Microsoft Technology Associate (MTA) - IT Infrastructure, ITIL, Lean Six Sigma, Customer Service.

Nice To Haves

• Certifications in GIS, Data Science, or ITIL are preferred.
• Experience with customer service in a technical support role.

Responsibilities

• Supports GIS requests across the enterprise.
• Assists in the maintenance and enhancement of GIS systems, applications, maps, and tools.
• Interacts with level II analysts and other IT divisions to ensure proper resource allocation for GIS implementations.
• Produces maps, charts, graphs, and spreadsheets to assist stakeholders with actionable information.
• Attends to service requests via phone, email, or service ticket, creating tickets for all requests.
• Tries to resolve requests whenever possible and routes unresolved requests to the appropriate IT division.
• Follows up on high-priority requests and manages call tracking for timely resolution.
• Provides high-quality onsite customer service and technical expertise to city departments.
• Responds to on-call trouble tickets when required.
• Performs other related duties as assigned.

Benefits

• Medical insurance fully paid by the City (HMO Select).
• Dental insurance available through payroll deduction.
• Term Life and Accidental Death and Dismemberment insurance fully paid by the City (up to $200,000).
• Voluntary benefits such as Short-Term Disability and Critical Illness policies available through payroll deductions.
• Legal services plan available at a cost to employees through payroll deductions.
• Deferred compensation options available through the 457 Deferred Compensation Program.
• Tuition reimbursement of $2000 per semester for approved college coursework, up to $6000 annually.
• Pension plan with mandatory employee contribution of 13% of salary or a defined contribution plan with a 7% contribution by the City.
• Recreational benefits including no charge for Venetian Pool admission and discounted rates for tennis and youth center programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree