IT Customer Support and GIS Analyst I

City of Coral Gables, FL-posted about 1 year ago
$64,196 - $200,000/Yr
Full-time • Entry Level
Coral Gables, FL
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The IT Customer Support and GIS Analyst I position at the City of Coral Gables is responsible for providing technical support and customer service related to GIS systems and IT services. This role involves assisting with GIS requests, maintaining GIS applications, and ensuring effective communication with stakeholders to fulfill their needs. The analyst will also handle service requests, resolve technical issues, and support the daily operations of city departments.

  • Support GIS requests across the enterprise.
  • Assist in the maintenance and enhancement of GIS systems, applications, maps, and tools.
  • Interact with level II analysts and other IT divisions to ensure proper resource allocation for GIS implementations.
  • Produce maps, charts, graphs, and spreadsheets to assist stakeholders with actionable information.
  • Attend to service requests via phone, email, or service ticket, creating tickets for all requests.
  • Resolve requests when possible and route unresolved requests to the appropriate IT division.
  • Follow up on high-priority requests and manage call tracking regardless of escalation.
  • Provide high-quality onsite customer service and technical expertise to city departments.
  • Respond to on-call trouble tickets as required.
  • Perform other related duties as assigned.
  • 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 specialties: GIS, Data Science, CompTIA A+, Microsoft Technology Associate (MTA) - Database, MTA - IT Infrastructure, ITIL, Lean Six Sigma, Customer Service.
  • Experience with GIS software and applications.
  • Knowledge of data analysis and statistical methods.
  • Familiarity with ITIL and Lean Six Sigma methodologies.
  • 15 paid holidays including 3 floating days.
  • 96 hours of sick leave annually.
  • 80 hours of annual leave in the first year, increasing to 188 hours after 25 years.
  • 5 to 10 days of bereavement leave for family members.
  • Fully paid medical insurance for employees.
  • Dental insurance available through payroll deduction.
  • Term life and accidental death insurance fully paid by the City.
  • Voluntary benefits including short-term disability and critical illness policies.
  • Legal services plan available through payroll deductions.
  • Tuition reimbursement of $2000 per semester for approved coursework.
  • Safety glasses provided every 2 years.
  • Recreational benefits at local facilities for employees and their families.
  • Mandatory pension contribution of 13% of salary with a 10-year vesting period.
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