City of Tampa

This is highly responsible technical work addressing complex technical problems reported to the Technology and Innovation (T&I) Help Desk.

An employee in this class is responsible for performing tasks of more than average difficulty involving research, resolution, and response to highly complex questions in accordance with current standards in support of a 24/7 Help Desk. Under general supervision, the employee acts as the highest level of escalation for user problems with the help desk. The employee resolves most of the problems received without referring to additional technical staff. The employee may train Help Desk Analysts and T&I customers in the use and support of various systems and services and develop documentation in a variety of formats to support these services. The exercise of considerable initiative and independent judgment is required. Employee must demonstrate an awareness of an impact on relevant support issues on a Citywide basis while providing high quality technical support with an extensive degree of customer satisfaction within effective timelines. Work is reviewed while in progress and upon completion through observation, conferences, reports submitted, and results obtained.

Researches, resolves, and responds to complex questions received via telephone calls, callbacks, email, through help desk software or escalations; provides support on technical services in accordance with current standards; coordinates and supports technical support processes among City sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity; monitors the status of open calls and follows up with customers as necessary to ensure service goals are achieved; performs a Help Desk Analyst role as requested; obtains sufficient information from the customer to log the call, resolves the problem; closes or escalates incidents to 2nd and 3rd level staff or re-opens as service requests to a successful resolution.

Defines and implements proactive customer outreach programs with department liaisons and other user groups; assists in the documentation and management of T&I’s Change Control processes and procedures; develops and provides expert technical training, technical coaching, and mentoring to other Help Desk employees; leads team projects and training workshops that enhance the quality or efficiency of support; setups computer-based training systems; posts information on the City’s Intranet site; administers the subject, profile, inventory, and help databases in the Help Desk software.

Manages various levels of network, system, and application security on a variety of platforms; acts as a consultant and resource to the Help Desk Supervisor ensuring timely call closure and appropriate customer satisfaction levels; reports on problems related to overall Help Desk activities; leads and assists other Help Desk staff in support of a major or complex projects and products; monitors various system and network devices to assess system availability.

Performs related work as required.

Extensive knowledge of: collaboration tools; video conferencing; Android and IOS operating systems, Apple hardware and macOS.

Knowledge of: computer hardware, Windows Operating Systems, Office 365, Mobile Device Management; problem management processes; network IP address standards; antivirus knowledge; cloud computing; designing, configuring and troubleshooting mobile devices.

Ability to: acquire knowledge of new technologies; work under pressure with changing priorities in a complex environment; working both independently and in a team-oriented, collaborative environment is essential; express oneself clearly and concisely, both orally and in writing; establish and maintain effective working relationships with others. Ability to lift 30 pounds; take calls from clients and monitor ACD lines, generates tickets based on call and triage the call for escalation; lead Incident Management initiatives and communicate internally with T&I and external customers; provide support after hours when necessary based on our after-hour support and on-call schedule

Skills in: strong verbal and written communications skills including technical documentation; problem-solving skills; organizational skills, attention to detail, and the ability to efficiently handle several tasks simultaneously.

Ability to lift 20-40 lbs., mostly sedentary, indoors, requires extended use of computer, typing and viewing monitor.

Graduation from an accredited college or university with a bachelor’s degree in computer science, business, public administration, or a related field and one (1) year of experience in a management information systems help desk service center operation providing information technology and technical infrastructure assistance to users.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

Employees may be required to work rotating shifts, including nights, weekends, holidays, and overtime as needed. During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.