City of Tampa

This is specialized work in providing computer services for a municipal department. Bargaining unit position.

An employee in this class is responsible for performing or providing specialized computer services. Work is of more than average difficulty and may require a considerable amount of interaction between departmental users and the city’s T&I division staff. The employees work under general supervision and are required to exercise reasonable initiative and independent judgment in problem determination and resolution. The employees will provide training to others in the use of the assigned systems and will be responsible for preparing and providing documentation regarding systems enhancements and special operational procedures. Work is reviewed through observation, conferences, and reports submitted.

Assist management to ensure departmental objectives are met, programs are maintained, and participate in the development and maintenance of policies and procedures to ensure compliance with relevant laws, regulations and standards.

• Receives calls from clients reporting hardware and software failures and provided guidance for quick resolution; performs second-level problem determination, troubleshooting, and resolution. 
• Assist users in utilizing city standard desktop software, hardware, and peripheral devices; arranges for/or provide training to users.
• Utilize remote monitoring tools, protocol analyzers and other network monitoring tools to accurately diagnose technical problems and take appropriate corrective actions.
• Monitors the status of open calls and follows up with customers to ensure service goals are achieved.
• Coordinate with other T&I Teams and vendors/contractors in order to complete your job assignments
• Provide written documentation forms related work as required.

Knowledge of: computer hardware, Windows Operating Systems, Office 365; antivirus knowledge; cloud computing; troubleshooting mobile devices; knowledge of collaboration tools; Video conferencing; Android and IOS operating systems. 

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: acquire knowledge of new technologies; work under pressure with changing priorities in a complex environment; work 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. 

Graduation from an accredited college with an associate’s degree in computer electronics, or comparable vocational training, and one (1) year of experience in computer or related operations; or an equivalent combination of training and experience. 

Possession of a valid driver’s license is required.

• Certification in one of the following specialties preferred: CompTIA A+, Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE), HDI – Desktop Support Technician Certification, Information Technology Infrastructure Library (ITIL)

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.