Technical Support Analyst I

Veteran’s Preference Applies This position is open to veterans as a preference. EEO Statement The City of Delray Beach does not discriminate on the basis of race, color, national origin, sex, religion, age or disability, marital status, family status or sexual orientation in employment or the provision of services. Non-Smoking The City is a non-tobacco workplace. The City will not consider applicants who have used tobacco or nicotine products for a period of at least three months prior to application for employment. The definition of 'tobacco or nicotine products' includes but is not limited to, cigarettes, cigars, chewing tobacco, pipes, snuff, e-cigarettes and nicotine patches or gum. Job Summary This is an intermediate level technician position responsible for all aspects of support for the Technical Support Services area. The position serves as first level support for all opportunities reported to the Service Desk and is responsible for desktop management, Active Directory and Microsoft 365 administration. Advanced technical tasks include the implementation and interconnection of microcomputers, LAN and hardware and software that allows various levels of management and staff to access all applications, files, and decision support systems. Works under the general supervision of the IT Support Manager. Responsibilities Coordinate the activities of departmental microcomputers, laptops (notebook computers), tablets and iPads and LAN's. Implement and maintain IT inventory. Create and maintain PC and laptop images. Create and maintain Microsoft Kiosk Server and clients. Set up, use and train other IT employees in AD Manager and PDQ Deploy. Create and maintain Azure static and dynamic groups and users. Perform Microsoft 365 email flow analysis, eDiscovery and content searches. Work with IT staff in the design layout and installation of hardware and software for new networks and modifications to existing networks. Perform aspects of support for desktop services, including but not limited to, desktop support of applications, printers, and peripheral devices. Perform system administrator functions of network and applications, including but not limited to, Active Directory users, user profile management, additions and deletions, and LAN activities - computers moves/adds/changes, and application/ERP moves/adds/changes. Perform VoIP telecommunication and unified communications moves/adds/changes. Perform end user training, including but not limited to, general PC usage, printer/copier usage, application usage. Follow established problem resolution procedures in resolving software problems and apply corrective service to upgrade software. Run diagnostics and determine possible hardware problems and repairs. Follow established problem determination procedures in performing hardware problem analysis. Participate in resolving more difficult network problems and obtain IT assistance when necessary. Perform broadcasting, video conferencing and audio/visual support for meetings. Install communications equipment and associated software. Coordinate with other technical staff in identifying and resolving problems that may be related to conflicts between the applications and client or server operating systems or network infrastructure. Responsible for implementation, maintenance, licensing, and updates for all third‑party applications. Responsible for mobility, including but not limited to, laptops, tablets, iPads, and smartphones. Responsible for printers, copiers, scanners, cameras, and other peripherals that attach to the City of Delray Beach computer network or PC’s. Configure and maintain user login scripts. Perform user acceptance testing of all images and software deployments. Assist in supplying part numbers and cost estimates for microcomputers, laptops (notebook computers), handheld computers and peripheral devices, analysis of needs and departmental budget. Additional Duties and Responsibilities Assist in the acquisition of microcomputers, laptops (notebook computers), handheld computers and peripheral devices. Maintain inventory list of equipment; records microcomputers, laptops (notebook computers) and handheld computers maintenance and utilization for performance measurement. Evaluate software and test new software; upgrade equipment and provide training to end-users. Participate in weekly on‑call schedule. Adhere to ITIL and ITSM practices. Remain current on technology and training pertaining to this position. Foster positive employee relations and employee morale on a City‑wide basis. Perform all functions and responsibilities according to the Palm Beach County Code of Ethics and Florida State Statutes 112.313. Qualifications Associate’s Degree in Computer Science or related field. Minimum of three (3) years experience working with microcomputers and LAN environment with emphasis on O/A applications, Minimum five (5) years experience in Desktop Management, advanced technical tasks, to include the implementation and interconnection of microcomputers, LAN and hardware and software. Must possess intermediate–level server/networking skills and/or A+ Certification. Must possess a valid State of Florida Driver’s License and necessary transportation in order to travel to remote sites. Knowledge, Skills, and Abilities Knowledge of the capacities, limitations of microcomputer, laptop (notebook computer), handheld computer equipment, operating systems and application software and functions. Knowledge of microcomputer, laptop (notebook computer), handheld computer techniques and philosophy of office automation. Knowledge of the latest technology and theory of data communications and local area networking. Knowledge of software/hardware that interacts with host computers. Knowledge of host system fundamentals; its operating system and database facilities. Knowledge of LAN concepts and terminologies. Knowledge of MS DOS, MS Windows 9x, MS Windows NT 4.0 and MS Windows 2000 operating systems. Abilities Ability to understand and follow oral and written instructions. Ability to establish and maintain effective work relationships. Ability to interact with end‑users. Skill in planning and conducting preliminary training for users. Ability to manage and prioritize routine, specialized and complex assignments and problems utilizing knowledge acquired through prior education, training, and experience. Ability to communicate effectively in oral and written form. Ability to adapt to an evolving and continually improving environment. Requires demonstrated ability to utilize personal computer and office software such as MS Word, MS Excel and electronic mail. The abilities expected of all employees include being able to respond to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with stated policies, be appropriately groomed and attired so as to present a professional image in accordance with the organization’s mission, goals, and policies; report for work promptly and properly prepared at the time and place required by the assignment or orders; notify the appropriate supervisor of intended absences in accordance with stated rules; conform with standards and rules regarding use of accrued time; demonstrate a polite, helpful and courteous manner when engaged in any activity with the public; operate and care for equipment to manufacturer's specifications and/or within the specified parameters; demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and colleagues. Physical Demands / Work Environment 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. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with both hands and arms. The employee is occasionally required to walk, stand, kneel, bend or stoop. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision, color perception and the ability to adjust focus. Works inside and outside with noise and dust. Works with electrical energy. May work in poor lighting. Selection Guidelines Formal application, rating of education and experience; oral interview and reference check; job related tests might be required. The job description does not constitute an employment agreement with the employer, and requirements of the job change. #J-18808-Ljbffr City of Delray Beach