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Computer Opers/Help Desk Analy

FLSA: Exempt

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SALARY RANGE:

(N31) $45,697.60 - $68,473.60 a year

JOB CODE: 080000

BENEFITS:

Health, vision, dental, and life insurance; annual and sick leave; paid holidays; pension and tax-deferred compensation (457) plans; and more.

JOB PURPOSE: This is responsible and technical work monitoring the operation of a multiple computer data center and supporting the municipal computer operations network.

KEY RESPONSIBILITIES:

  • Telecommunications support issues including but not limited to the Cisco Call Manager VoIP system, traditional telecom and cellular phone issues (Moves, Add, Changes types of activities).

  • Receives calls from clients reporting hardware and software failures or problems and provides guidance for their quick resolution.

  • Performs problem determination for users with significant emphasis on good personal interaction and support with the users.

  • Coordinates and follows up with various vendors for support/service issues and requests.

  • Monitors system consoles and takes appropriate action.

  • Establishes and maintains records of hardware and software failures or problems using problem management software to track trends and to provide input to management for their prevention.

  • Performs assorted system management tasks using a variety of automated tools in order to support other related system software products.

  • Provides other support tasks as they relate to the Data and Telecomm Communications environment.

  • Provides technical support to aid in planning, design, and implementation of major network/phone systems.

  • Assists in the development of standards and procedures for quality control of network/phone systems.

  • Provides technical assistance to other Divisions/teams in solving complex problems.

  • Participates in training programs to develop new skills and to maintain existing competencies.

  • Maintains records and prepares reports.

  • May be included in an after-hours/weekend phone support rotation.

  • Performs related work as required.

    DESIRED KNOWLEDGES, SKILLS AND ABILITIES:

  • Superior customer service skills and desire to assist in computer related problem resolution. Following up with customers to make sure their concerns were met with excellent results.

  • Knowledge of methods, equipment, and procedures employed in computer operations.

  • Strong working knowledge of computer hardware components and software, successfully passing CompTIA A+ or equivalent coursework/certification desirable.

  • Ability to physically perform operations related tasks such as lifting fragile equipment to cartons of paper which might weigh up to approximately 50 pounds.

  • Ability to address and solve complex problems with and without oral and written instructions.

  • Ability to write and verbally communicate with clarity and correctness.

  • Ability to explain and talk client through solution of a problem over the phone.

  • Ability to establish and maintain effective working relationships with others.

  • Ability to demonstrate knowledge in professional computer hardware and software diagnostics/repair; such as CompTIA A+ or equivalent completed coursework and certification.

  • Skill in providing grammatically, correct written and verbal communicating technical information to non-technical users.

  • Skill in systematic problem solving.

  • Skill in data entry using personal computer keyboard and mouse.


    QUALIFICATIONS:

    Graduation from an accredited college or university with a bachelorís degree with appropriate computer related coursework and six (6) months experience in personal computers and networking; or an associateís degree in computer programming, computer science, or computer information systems and one (1) year experience in personal computers and networking; or an equivalent combination of training and experience.

    EXAMINATION:

    Evaluation of training and experience. Drug testing is included in all pre-employment processing. Applicant selected must have background and character suitable for position.

    TO APPLY: To be considered for this position, applications must be received or postmarked by the closing date of May 28, 2013. Applications received or postmarked after the closing date will not be processed.

    HELPFUL HINTS FOR COMPLETING YOUR APPLICATION: Please register as a MyTampaGov member before you begin the application process. This will enable you to view and re-use information from previously submitted applications to complete and submit any future applications. Please make certain your application is complete and the information you provide clearly demonstrates that you possess the minimum job qualifications as stated in the job announcement. Resumes can be submitted in support of an application, but not in lieu of an application. Resumes and copies of certifications or other required documents may be attached to your online application or e-mailed to careers@tampagov.net.

    5-14-13 (080000)

    Note: Applications must be received or postmarked by the closing date. Applications received or postmarked after 5/28/2013 will not be processed.

  • This office reserves the right not to consider those applications that have incomplete information, or that are received without necessary transcripts, certificates, licenses, or other required documents.