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

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. 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 Qualifications 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 online application. Preferences 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 Special Requirements This position requires holiday, night and/or weekend work in order to perform many duties. Employees in this class are required to provide serve on the 24-hour after hours support helpline on a rotational basis and may be called in to work before, immediately prior to, during and after the emergency. If assigned to Police, an in‑depth employment background check will be conducted as part of the post‑offer onboarding process as this position is deemed security sensitive. Physical Requirements The position involves medium physical demands, such as exerting up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects. Ability to lift, carry, climb, bend, stoop, kneel, crouch, crawl, reach, walk, push, pull, grasp, stand and/or access areas where limited space is available. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The City of Fort Lauderdale is an EQual Opportunity, affirmative action, inclusive employer and a drug‑free workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation. Veterans' preference per Florida law. #J-18808-Ljbffr City of Fort Lauderdale