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. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification.   The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.
 

• 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

1. Bachelor's Degree in Computer Science, Information Technology or a related field 
2. 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.
3. Possess or be able to obtain a valid State of Florida driver’s license within 30 days of hire.
4. If claiming Veteran's Preference, candidates must attach a DD214 Member 4 form, and the City of Fort Lauderdale's veteran's preference claim form (J-204) to the online application. 

Preferences:

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

Special Requirements: 

1. This position requires Holiday, night and/or weekend work in order to perform many duties. 
2. 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.
3. 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. 

Essential Employees may be required to work during a declared emergency. The employee’s Department Head will determine who will be required to work.

PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:  

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.

Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.

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. If claiming Veteran's Preference, candidates must attach a DD214 Member 4 form, and the City of Fort Lauderdale's veteran's preference claim form (J-204) to the online application.

Salary : $76,903 - $119,214