Systems Analyst II

Company: City of Brownsville
Location: Brownsville
Posted on: January 21, 2023

Job Description:

Job Description THE OPPORTUNITY: The City of Brownsville is in a transformative period driven by significant public and private investments such as the expansion of the Brownsville-South Padre Island Airport Terminal, Space X, the Port of Brownsville, Downtown Revitalization, and quality of life enhancements. Ideal candidate for Systems Analyst II aspires to be a model of innovation, inclusion and empowerment who enables bold people and ideas to thrive. The Systems Analyst II will be a participatory leader: a results-oriented, relationship-building, self-aware team player who also possesses high integrity and politeness, and who foster trust by building relationships with tolerance, patience and support in order to provide the best value in service of the citizens of Brownsville. The Systems Analyst II will support the Tier II operations for a large, complex government enterprise environment. The overall objective of the work is to perform second contact resolution of Service Desk Calls that relate to computer use typical of desk-based and remote operations environments. COMPETENCIES:TrustCommunicationLeadershipCritical ThinkingCitizen ValueInformation Technology AcumenDecision MakingAnalytical and Problem SolvingAgile Project ManagementChange ManagementOffice Suite SoftwareTeamwork ESSENTIAL FUNCTIONS & JOB SPECIFICATIONS:Creation of properly documented tickets for all issues, incidents, and service requests received via phone, voicemail or email and reply via phone or email to inform the customer that their request has been received, give status updates or request additional information, if neededKnowledge in Microsoft Office tools, Adobe, Oracle PL/SQL, Oracle SQL Developer, Google Chrome and Microsoft Edge browsers.Additional focus of this position entails technical knowledge for Windows 10/11 OS platforms and the ability to triage and remedy issue on a First Call Resolution.Use troubleshooting or problem-isolation techniques to expedite and facilitate the identification and resolution of reported issues and all requests for service in accordance with approved service level agreements.Under general supervision, assists users with government client issued proprietary databases, software, software configuration control and systems. Functions as a mid-level subject matter expert in legacy customized client systems.Maintain the resolution database with the latest known good steps.Manage the entire ticket lifecycle of all IT technical problems, issues, and requirements; this includes ticket follow-up and reports concerning aging tickets.In addition, there is the need coordinate with other technicians outside of the Service Desk to facilitate escalating calls when Tier 1 cannot remotely diagnose or solve the problem:Tier 2 Field Support for all usersApplications specific to the user communityOther Service Desks that provide access or services to the usersBasic ability to run SQL queries, develop queries and investigate data.Basic ability to learn legacy systems.Other duties as assigned. MINIMUM EDUCATION:Bachelor's degree in Technology, Information Management, or Cyber Security preferred. EXPERIENCE REQUIREMENTS:Requires two (2) years of work-related experience.Required three (3) years of SharePoint experience. SPECIAL CERTIFICATIONS AND LICENSES:Valid Texas Driver's License.Must possess CompTIA A+ and/or Network+ Certification.Microsoft dynamics 365. OTHER REQUIREMENTS: The City of Brownsville requires all employees to successfully pass a Drug & Alcohol examination and a Background Check. PHYSICAL REQUIREMENT: Performs medium to heavy work that involves walking or standing, lifting and pushing virtually all of the time, exerting between 10 and 50 pounds of force on a recurring basis, or skill, adeptness and speed in the use of fingers, hands or limbs on repetitive operation electronic office machines or tools within moderate tolerances or limits of accuracy. ADA COMPLIANCE: The City of Brownsville is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations. BENEFITS: The City of Brownsville participates in a generous retirement plan with retirement opportunities available at 5 or 20 years of continuous service. The City has an exceptional employee and family medical and dental insurance plan. Employees may also contribute to deferred compensation plans from Equitable or supplemental insurance plans from AFLAC and Colonial Life. Full time employees have the opportunity to accumulate 10 sick days and 10 annual days per year. Additionally, the City of Brownsville observes 12 holidays annually. EEO STATEMENT: The City of Brownsville does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. Nothing in this job description restricts organization's right to assign or reassign duties and responsibilities to this job at any time in order to develop our employees; This description reflects management's assignment of essential functions, it does not prohibit or restrict the tasks that may be assigned; this job description is subject to change at any time.

Keywords: City of Brownsville, Brownsville , Systems Analyst II, Professions , Brownsville, Texas