Senior Technical Support Analyst - Public Safety (Mobile Data Team)

City of Fort Lauderdale•Fl, FL

1d•Onsite

About The Position

The employee in this role provides advanced technical support by analyzing, evaluating, or implementing solutions from low to high level problems on City hardware and software including, but not limited to computers, mobile computing and communication devices, vehicle technology, peripherals, printers, desktop productivity software, and mission critical or business unit applications. This job classification is included within the bargaining unit represented by Federation of Public Employees and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Federation of Public Employees. This job classification is in Management Category III for benefits purposes, which includes six (6) additional Management Vacation Days and a Vehicle Allowance of $250/month.

Requirements

Bachelor's Degree in Computer Science, Information Technology or a related field
Three (3) to five (5) years of experience providing technical support.
Additional qualifying experience or completion of coursework at an accredited college or university in a job-related field, may substitute on a year-for-year basis for the required experience or education.
Possess or be able to obtain a valid State of Florida driver’s license within 30 days of hire.
If claiming Veterans' Preference, you must attach a copy of the DD214 Member 4 form (or other supporting claim documents) to your on-line application.

Nice To Haves

Working knowledge, experience, and/or certification of the ITIL framework
CompTIA A+, CompTIA Network +, or comparable certification depending on job assignment
Criminal Justice Information Services (CJIS) Certified or the ability to obtain certification.
Experience in supporting local government and public safety technologies
Operating System /software support and deployment experience

Responsibilities

Responds to support requests submitted through help desk, customer contact, escalation from other support tiers or supervisors
Provides advanced, higher level support to Level 1 and Level 2 support tiers by providing escalated work that requires advanced root cause analysis
Investigates, diagnoses and resolves complex problems for Level 3 systems, database, network, mobile data, and security teams before escalation
Assists with logistical operations of Desktop Services team
Creates, updates and deploys computer images, software and security application packages used to distribute updates consistently throughout the corporate computing environment
Stays current with new technology, applications, trending strategies and innovations within the Information Technology industry
Supports server operating systems and applications for backend support of client systems
Develops scripts and software deployment packages for mass deployment and automations
Leads efforts in deploying new modules, interfaces, or advanced features of existing technology systems. This may be accomplished independently or by assisting other personnel.
May serve on the 24-hour after hours support helpline on a rotational basis and will assist with resolution of escalated after hours work orders
May lead the activities and work assignments of team members on a daily basis
Performs related work as required