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