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Technical Support Analyst

Pasco County Clerk & Comptroller
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General Description

 

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. A qualified teammate or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act. Veterans' Preference and Priority will be given to eligible veterans and their spouses in accordance with Chapter 295.065 and Chapter 295.07 of the Florida Statutes and Florida Administrative Code Chapter 55-A7 with respect to Veterans' Preference in appointment, retention, and promotion. Effective July 1, 2021, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements. Since every duty associated with this position may not be described herein, teammates may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written in this job description. 

Performs advance technical work according to six levels of increasing responsibility, technical complexity, and pay grades to keep the Clerk & Comptroller's networks, servers, storage systems and other technical infrastructure operating smoothly and communicating securely. The tasks range from Level I support of end user devices such as PCs, Printers, and Phone to Level VI design and creation of virtual infrastructure and planning for operational continuity. Each higher level also includes all duties from the lower levels. The technical support analyst positions are part of the project-based career progression.

 

Examples of Duties (Essential Functions)

Technical Support Analyst I

 

  • Supports and maintains PCs, printers, copier, video conferencing, MiFi, and other technical equipment used in various departments. 
  • Provides technical assistance and training in all matters relating to usage, installation, and deployment of hardware. 
  • Tracks various technological issues.


Technical Support Analyst II
In addition to the tasks of a Technical Support Analyst I:

 

  • Updates and deploys virtual PCs images. 
  • Extends the useful life of existing equipment. 
  • Plans for and implements PC and other end-point hardware upgrades. Creates planning documents for client-side operational continuity. 
  • Performs small-scale project management. 
  • Assists with basic PC application support.


Technical Support Analyst III
In addition to the tasks of a Technical Support Analyst I & II:

 

  • Configures new  physical hosts. 
  • Installs and maintains network devices, including WiFi equipment, proxy servers, and network copiers. 
  • Maintains an inventory of server room and wiring closet equipment. 
  • Organizes wiring closets and technical support work areas. 
  • Installs server patches in accordance with patch management plans.
  • Performs basic database administration.


Technical Support Analyst IV
In addition to the tasks of a Technical Support Analyst I, II, & III:

 

  • Creates patch deployment plans, server configuration templates, and server documentation.
  • Performs server room inventories of hardware and operating systems.
  • Creates planning documents for operational continuity, covering wiring closet equipment.
  • Installs and configures server-level applications.


Technical Support Analyst V
In addition to the tasks of a Technical Support Analyst I, II, III, & IV:
 

  • Elicits computing infrastructure requirements. 
  • Sets up, manages, and secures servers, domain controllers, email servers, core network switches, firewalls, and security products as needed to meet requirements. 
  • Creates planning documents for operational continuity covering these devices.    


Technical Support Analyst VI
In addition to the tasks of a Technical Support Analyst I, II, III, IV, & V:
 

  • Creates, secures, and manages virtual infrastructure, storage area network arrays, and databases. 
  • Creates an operational continuity framework to unify individual and system-level plans.
  • Demonstrates exceptional productivity.
  • Trains others.
  • Performs medium-scale project management.

 

Typical Qualifications and Minimum Qualifications

In compliance with federal  law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 

A valid Florida Driver's License may be required for some positions.

Unless otherwise noted, applicants must have a minimum of a high school diploma or possession of an accredited equivalency diploma, in addition to the direct experience required, and the ability to pass skills testing (such as typing, spelling, math, and grammar) within one (1) year.  Preference is given to candidates with experience in a government entity performing similar functions.

For new hire initial placement, this position is historically filled at a Level I. In some cases, an applicant's knowledge, skills, abilities, and education may qualify him/her for consideration to start at a higher level at the discretion of the Clerk & Comptroller. Active teammates in this position have the opportunity to progress to higher levels.

Level I 

 

  • This position requires a high school diploma or possession of an accredited equivalency diploma. 

Level II 

 

  • This position requires three (3) years of direct technical experience.

Level III

 

  • This position requires six (6) years of direct technical experience.

Level IV

 

  • This position requires seven (7) years of direct technical experience.

Level V

 

  • This position requires eight (8) years of direct technical experience.  Position is only available for promotion.

Level VI

 

  • This position requires nine (9) years of direct technical experience.  Position is only available for promotion.

A postsecondary degree may be substituted for direct work experience if a candidate is otherwise qualified for the position. Related work experience may not substitute for any required licensure, certification, or registration required for the position. Substitution of a postsecondary degree in lieu of direct experience is authorized as follows:

(a) Two years of direct experience can be substituted with an associate degree; 
(b) Four years of direct experience can be substituted with a bachelor’s degree;
(c) Six years of direct experience can be substituted with a master’s degree; 
(d) Seven years of direct experience can be substituted with a professional degree; or 
(e) Nine years of direct experience can be substituted with a doctoral degree.

 

Supplemental Information and Knowledge, Skills and Abilities

SPECIAL QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES

 

  • Knowledge of and ability to comprehend and comply with state and federal restrictions on confidential and sensitive data, retention requirements, and the public records law. 
  • Knowledge, appropriate for the position level, of project-management principles, application system design, operating systems, servers, security, networks, and programming.
  • Knowledge of the principles and processes for effective, professional customer service.
  • Computer skills for word processing, spreadsheet, database, and accounting software. 
  • Ability to provide guidance, assistance, and/or interpretation to others in the resolution of problems or in the use of new software/hardware to assist users in maximizing productivity gains from technology.
  • Ability to take in large amounts of information and visualize the results of various scenarios.
  • Ability to analyze complex procedures and systems and make recommendations for revisions.
  • Ability to exercise appropriate care in working on systems which, if mishandled, could cause substantial delays or loss of service to the public.
  • Ability to support, maintain, test, update, create, and design software as required for the position level.
  • Ability to create written step-by-step instructions for upgrading and troubleshooting applications and personal computers. 
  • Ability to provide training in one-on-one or group settings.
  • Ability to give full attention to what others are saying, taking time to understand the points being made, and asking questions as appropriate.
  • Ability to Adhere to Clerk & Comptroller's restrictions on giving legal advice.
  • Ability to establish and maintain effective working relationships with the Clerk & Comptroller, administrative staff, vendors, and Clerk & Comptroller's teammates.
  • Ability to live and advocate commitment to the Organization's vision, mission, and values. 
  • Ability to work effectively in a team environment, successfully engage in multiple initiatives simultaneously, and actively resolve problems and find solutions using available resources.
  • Ability to report to work on time and to perform the duties of the position for an entire workday.


PHYSICAL AND COGNITIVE DEMANDS

The work is typically sedentary which requires sitting for long periods of times, exerting up to 10 pounds of force occasionally and/or negligible amount of force to lift, carry, push, pull, or otherwise move objects, including the human body. The work may require exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.  Must be able to carry, move, and install personal computers and other related equipment weighing up to 50 pounds and of medium sizes.

Additionally, the following physical and cognitive abilities are required: 

 

  • Dexterity: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
  • Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.
  • Mental Acuity: Ability to make rational decisions through sound logic and deductive processes.
  • Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
  • Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
  • Visual Acuity: Have close visual acuity to perform an activity such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, and/or extensive reading.


WORK ENVIRONMENT

Work is performed primarily indoors at one or more of our office locations in Dade City and/or New Port Richey. Travel may be required for meetings or training opportunities.