Endpoint Analyst

Endpoint Analyst

Location: 29399 US Highway 19 North, Suite 200 Clearwater, FL 33761 Schedule: Up to one day per week remote work after six months on the job.

The Pinellas County Tax Collector's Innovation and Technology team is seeking customer service-focused technical professionals excited to join a diverse team that contributes to the high service level expectations of Tax Collector staff.

Endpoint Analysts are required to identify and resolve major work problems of a nature that lower level employees are unable to solve or overcome. Work requires creative and original thinking and is performed under the general direction of more senior professionals with significant latitude for individual and team initiative, judgment and discretion in working with customers to determine hardware, software, maintain functioning operations, as well as to achieve business objectives.

Analysts also perform the installation, repair and preventative maintenance of endpoints, MDM platform, and related systems while ensuring all processes and procedures consider agency and county policy / standards as well as industry best practices. They will assist in determining suitable software to meet user requirements. They will also troubleshoot software and hardware failures and identify network problems when they relate to servers, endpoints, MDM platform, or related peripheral equipment.

What Would You Do?

• Demonstrates advanced-level proficiency in two of the departmental section disciplines: Desktop Management, Security Management, Incident Management, Project Management, Service Management, Asset Management, Production Application Services;
• Demonstrates advanced-level job knowledge, quality, dependability, judgment, communications and initiative, with demonstrated advanced-level proficiency in meeting design specifications of computer systems, programs and operating systems, with the following core competencies: Analysis, Design, Business Process Improvement, Data Modeling, Development, Planning, Implementation, Test Script Development, Monitoring/Controls, Troubleshooting/Problem Solving, Documentation, and Service Motivation;
• Demonstrates technical support that fosters commitment, team spirit, pride and trust. Facilitates and fosters open communication and cooperation within the organization and with customer groups in a team environment;
• Supports organizational change that fosters a quality of service essential to high performance. Supports a shared vision and is able to work with others to translate vision into actions and meaningful contributions that drive performance to higher levels of effectiveness and productivity;
• Shows initiative; effectively manages and performs personal daily activities and multiple minor projects under the discipline of defined departmental business processes;
• Executes project plans/schedules, tasks, work assignments and critical milestones, with a demonstrated ability to focus on priority tasks;
• Identifies and analyzes minor problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to problems;
• Takes ownership of assignments and minor cross-sectional problems and works with a team to resolve, with an appropriate sense of urgency;
• Communicates effectively, both verbally and in writing, to peers, management and customers at various levels of the organization. Prepares and delivers occasional section-level presentations to various audiences using clear, concise and effective communication;
• Troubleshoots highly complex problems and provides timely, efficient, and effective solutions to complex technical and organizational problems
• Understands complex software agreements and makes recommendations to maximize those investments
• Active directory user and group administration
• Support project teams, with the ability to lead complex efforts
• Maintains and builds positive relationships within the Team and with members of other County Agencies and Vendors
• Provides technical mentoring as needed to ensure that single points of failure are eliminated
• Utilize industry best practices; champion the adoption of new technologies while working through appropriate channels and processes.
• Ability to troubleshoot TCPIP networking issues
• Completes compliance-related tasks on a timely basis, including submission of all required documentation
• Performs other related job duties as assigned.

What Do You Need To Have?

Experience – technical and professional experience in information technology in the assigned subject matter tasks that includes customer service experience or training.

Education – degree information technology, computer science, computer technology, or related field.

• At least 6 years of experience as described above; or
• Associate degree as described above and at least 4 years of experience as described above; or
• Bachelor's degree as described above and at least 2 years of experience as described above; or
• An equivalent combination of education, training, and/or experience.
• Possession and maintenance of a valid State of Florida Driver's License upon hire with eligibility based upon evaluation of a Motor Vehicle Record (MVR) driving report.
• Must maintain flexible availability and a willingness to work any schedule including providing after-hours support as needed.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.

Highly Desirable

• Microsoft 730 – Administering SCCM and Cloud Services Integration
• AirWatch Enterprise Mobility Professional
• Certified Mac Technician, Apple
• Microsoft Certified IT Professional (MCITP)
• Florida Driver's License or Florida Commercial Driver's License and endorsement, if any.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Candidate to demonstrate competence and/or possess certifications in one or more specific IT functions.
• Acquire and maintain CJIS Certification.
• Other highly desirable knowledge, skills, abilities, and credentials relevant to a position.

Knowledge, Skills, and Abilities

• Knowledge of standard office practices, procedures, policies, personal computers, operating systems and related software applications. Recommends changes to improve operational efficiencies;
• Skill in managing personal daily activities and minor projects for self;
• Skill in use and application of reference materials to research and solve minor problems;
• Skill in the application of theory in resolving minor problems;
• Skill in applying new technologies, soft skills and procedures;
• Ability to mentor teammates; work within teams to achieve success with others;
• Ability to prepare and deliver effective section-level presentations at various levels;
• Ability to use diplomacy in dealing with difficult customers and delivery of services;
• Ability to communicate effectively, both verbally and in writing, with peers and others;
• Ability to communicate with tact, patience and courtesy at all levels of the organization;
• Ability to assist lower level personnel with training of new technologies;
• Ability to establish and maintain effective work relationships, both inside and outside of the work section;
• Ability to self-develop relevant job-related skill(s) for current role;
• Ability to understand and follow specific instructions, priorities, policies and procedures;
• Ability to identify, to take ownership of, and to troubleshoot and solve minor problems.

PHYSICAL/MENTAL DEMANDS

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Additionally, the following physical abilities are required:

• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
• Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
• Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
• Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

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