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Computer Operations/Help Desk Analyst

Account Management & Specifications Analyst

Recruitment #190625-080000-001

Introduction

This is responsible and technical work managing vendor accounts and supporting the procurement team through detailed preparation of requisition packages, invoice analysis and customer quotes.

Nature Of Work

An employee in this class is responsible for performing tasks of more than average difficulty necessary to gather requisition and billing information, review invoices for accuracy and cost savings, as well as manage vendor and customer relationships to request and follow-up on technical service. The employee is also responsible for establishing and maintaining a clear, concise recording of all requests using the ticketing systems or other tracking mechanism.  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 serve as liaison with outside vendors and or contractors. Extensive and timely follow-up with vendors is required to ensure problems are resolved to the customer’s satisfaction. Tasks might include vendor & customer meetings, creating requisitions packages or creating / looking up information in Oracle, pulling and analysis of reports.  Employee will assist in developing training curriculum, scheduling classes, and preparing documentation relating to new enhancements and special operational procedures; and participates in projects as assigned.

Work is performed on an assigned schedule that may include variable hours. The exercise of reasonable initiative and independent judgment is required in analysis of procedures, methods and forms and in implementation stages, particularly in obtaining the assistance and acceptance of affected employees in the design and use of new methods and procedures. Work is reviewed by the Procurement Supervisor while in progress through conferences and reports submitted and upon completion through results obtained.

Examples of Duties

Receives calls from clients requesting quotes, purchases or repairs requiring vendor liaison and provides guidance for their quick resolution.

Serves as an interface between Customers, Procurement and Purchasing on a scheduled and asked for basis; assists in keeping documentation current.

Works as purchasing analyst gathering documents and ensuring all information is accurate and complete prior to submission into financial system of record for creation of requisition or project.

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

Collects and analyzes data through observation, interviews, and application of such methods as personnel task lists, work sampling, and various statistical processes; analyzes the structure and tasks of the organizational component being studied; analyzes manual systems to determine feasibility of the application of computer technology; analyzes automated systems to determine possible improvements in related forms, reports and documentation.

Prepares and presents written and/or oral reports of findings to supervisor and affected managerial personnel; develops implementation plans and schedules if study recommendations are accepted; trains affected personnel in the use of new systems and procedures; monitors implementation and conducts follow-up studies to determine compliance with new system and evaluate its performance.

While On-Call - Receives calls from clients 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.

Performs related work as required.

Knowledge, Skills & Abilities

Considerable knowledge of: Principles, techniques, and procedures of project management methods and systems analysis.

Working knowledge of: statistical analysis; municipal purchasing administration and organization; principles of organization and management; personal computer operating systems, software (including Excel, Access, and Crystal Reports), hardware and peripheral devices.

Ability to: address and solve complex problems with and without oral and written instructions; verbally communicate with clarity and correctness; explain and talk customer 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.

Preferred skills & knowledge in: Analytical reasoning ability, knowledge of software licensing, basic database management, basic SQL knowledge, HDI Certified, A+ Certified, familiarity with Snow, familiarity with FootPrints, lunch & learn presentations/training sessions, tech task force participation, vendor management, and on-call and after hours support.

Minimum Qualifications

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.

Comments

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.

Conclusion

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