City of Tampa

Senior Help Desk Analyst (#080200) N35

$36.33-$54.48 Hourly / $6,297.20-$9,443.20 Monthly / $75,566.40-$113,318.40 Yearly


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

Nature Of Work

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.

Examples of Duties

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 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.

Knowledge, Skills & Abilities

Extensive knowledge of: diagnostic and remote access tools; desktop hardware/software and services; problem isolation and resolution techniques; telephone techniques.

Considerable knowledge of: good customer service processes; understanding of the operational relationships between the City’s computer systems and other organizational entities; project management tools.

Working knowledge of: computer based training tools; effective customer and technical documentation techniques; technology components and interdependencies; reporting tools such as SQL, Access or Crystal Reports.

Ability to: manage an incident escalated to another service level; monitor outstanding incidents; determine whether a new level of escalation is required; discuss outstanding cases with their designated solvers; log the latest status of outstanding cases and decide whether customer feedback is required; establish and maintain effective working relationships with others; explain moderately complex ideas and problems; articulate verbal instructions in a succinct and diplomatic manner; talk clients through solutions to computer problems over the phone or in a web discussion forum.

Skill in: use of the Internet to answer customer queries, post web-based information or download customer “fixes”; survey development and analysis techniques; developing training coursework and presentation of training materials; advanced organizational techniques.

Minimum Qualifications

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; or - Graduation from an accredited college or university with an associate’s degree in computer science, business, public administration, or a related field and three (3) year's of experience in a management information systems help desk service center operation providing information technology and technical infrastructure assistance to users.


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.

CLASS: 080200; EST: 8/12/2013; REV: 2/27/2018;