Computer Operations/Help Desk Analyst

This is responsible and technical work either working on the Service Desk or in a desktop support team in a customer and technical environment supporting the municipal technical environment for the City of Tampa of 7500+ devices (Desktops, laptops and cellular devices).

An employee in this class is responsible for performing tasks of more than average difficulty necessary to maintain the desktops for the City of Tampa. The employee is also responsible for establishing and maintaining a clear, concise recording of personal computer/network/mainframe hardware and software failures, problems, and requests using problem solving software. Considerable initiative and independent judgment are required to correctly assess problems and to provide assistance. Problem solving, customer service skills, and the ability to clearly communicate technical information to non-technical clients are among the most important aspects of the work in this class. This employee will use diagnostic procedures in attempts to solve a problem; if the problem cannot be resolved, the employee will re-assign the problem and notify the appropriate team/person/vendor of the assignment. This employee will serve as liaison with outside vendors and or contractors. Follow-up with vendors is required to ensure problems are resolved to the client’s satisfaction.

Receives calls from clients reporting hardware and software failures or problems and provides guidance for their quick resolution; performs first level problem determination for computer users with significant emphasis on good personal interaction and support with the users.

Monitors systems and takes appropriate action; establishes and maintains records of hardware and software failures or problems using incident and problem management software to track trends and to provide input to management for future prevention.

Communicates all priority 1 and 2 problems to the appropriate supervisor and oncoming shift personnel; assigns unsolved problems to teams; communicates this assignment to the person involved; troubleshoots problems and takes corrective action.

Prepares and distributes reports on Service Desk activities on a scheduled and asked for basis; assists in keeping documentation current.

Participates in training programs to develop new skills and to maintain existing competencies; maintains records and prepares reports.

Performs related work as required.

Considerable knowledge of: methods, equipment, and procedures employed in computer operations; desktop computer operating systems; desktop applications.

Working knowledge of: computer hardware components and software; reports distribution, and automated operations.

Ability to: physically perform operations related task such as lifting cartons of paper, desktop computers or monitors which might weigh up to approximately 50 pounds; address and solve complex problems with and without oral and written instructions; verbally communicate with clarity and correctness; explain and talk client through solution of a problem over the phone; establish and maintain effective working relationships with others.

Skill in: communicating technical information to non-technical users; systematic problem solving; data entry using personal computer keyboard and mouse.

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

Possession of a valid Florida drivers license is required.

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

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