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Title: 241- Systems Analyst II

Organization: 241-Information Technology

Department: 241 - Information Technology

Location: 241- Information Technology

Rate of Pay: $65,000.00

Job Summary

This role is for a Systems Analyst II in support of 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

• Trust
• Communication
• Leadership
• Critical Thinking
• Citizen Value
• Teamwork
• Information Technology Acumen
• Decision Making
• Analytical and Problem Solving
• Change Management
• Office Suite Software

Key Functions/Knowledge/Skills

• 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 needed.
• Must have familiarity with 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 issues 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:
o Tier 2 Field Support for all users
o Applications specific to the user community
o Other Service Desks that provide access or services to the users
• Prior Help Desk experience (2-4 years).
• Proficient candidates with using a ticket management system.
• Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
• Ability to learn legacy systems.
• Experience with SharePoint.
• Basic ability to run SQL queries, develop queries and investigate data.
• Performs other tasks as required.

Minimum Education & Experience

Bachelor's degree in Information Systems or related to the IT field.
Five (5) years of Systems Administrator, database, or network administration experience.

Special Certifications & Licenses

Valid Texas Driver’s License
Minimum of one (1) of the following Certifications: CompTIA A+ and Network.

Independence & Judgement

Skillful judgment with out-of-the ordinary situations or issues; may make decisions for subordinates.

Initiative & Ingenuity

Progressive level of specialization requiring a large amount of interpretation and non-standard responses to varied situations; must know where to go for answers; must take multiple factors into account; control over priorities.

Supervisory & Responsibility

Lead person in small work group; does not specifically assign work but is looked to for guidance.

Financial Responsibility

Does not deal with money.

Level & Frequency of Outside Contact

Direct contact may be infrequent but may require considerable tact and courtesy when it does occur.

Physical Demands

Light physical effort; may require brief periods of heavy muscular exertion, such as standing, lifting, moving, pulling, pushing, etc. Involves exerting up to 20 pounds of force on a regular and recurring basis.

Responsibility for Equipment & Property

Responsible for high-risk or valuable items, such as big, expensive equipment, including light and heavy machinery, plant equipment, multiple computers, and computer networks, etc.; use of City vehicle.

Working Conditions

Fair inside or outside conditions; exposure to disagreeable conditions is brief or otherwise insignificant; space problems; only occasional situations that place the employee in a stressful environment.

Other Requirements

The City of Brownsville requires all employees to successfully pass a Drug & Alcohol and a physical examination and a Background Check.

ADA Requirements

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 years of service at age 60 or 20 years of service at any age. The City has an exceptional employee and family medical, dental, life insurance plan and vision plan for employee only with MetLife for those enrolled with health insurance. The City has partnered with Frontier Clinic at zero cost to employee and dependents under the health insurance. Pet supplemental insurance is offered as an employee contribution only. Employees may also contribute to deferred compensation plans from Equitable and supplemental insurance plans from AFLAC and Colonial Life. Full time employees have the opportunity to accumulate 10 sick days and 15 annual days per year. City of Brownsville offers Parental Leave concurrent with FMLA for qualifying employees. The City offers longevity pay and 100% Tuition Assistance capped at $5,000 yearly. Additionally, the City of Brownsville observes 14 holidays annually and two (2) floating holidays. Starting in fiscal year 2025, employees will have access to flexible scheduling options as part of our commitment to work-life balance.

EEOC Statements

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.