Support analyst h1.location_city

Description

NATURE OF WORK
This classification involves the management of the network, server, and/or cybersecurity systems and their administration for optimal performance. An employee in this position maintains and troubleshoots technology systems; analyzes network systems; monitors and reports on network traffic and anomalies; investigates various technical problems; investigates and resolves security vulnerabilities; prepares technology-related documentation as needed; ensures equipment specifications are appropriate and adequately optimized; installs and configures servers and server-related appliances as needed. This employee also implements, trains on, and supports the City’s voice and data communications network as needed. This role is responsible for ensuring the security and integrity of the organization's IT infrastructure. This includes implementing and maintaining cybersecurity measures to protect systems from security breaches and ensuring compliance with cybersecurity policies and regulations. This position requires specialized cybersecurity training to support the IT department and the organization. The specific courses needed may vary based on your role within the IT department, the organization's needs, and the technologies in use. This employee is also required to maintain CJIS Level 4 certification.

Examples of Duties

ESSENTIAL JOB FUNCTIONS (based on area of assignment)
Network Management and Administration

• Responsible for PC/LAN and WAN operations including day-to-day operations such as procurement, implementation, and problem resolution.
• Assists in coordinating day-to-day systems operations including disk management, security management, LAN and WAN network performance for all City locations.
• Installs and maintains LAN and WAN network hardware and software, including routers, switches, servers, NAS devices, peripherals, network nodes, and wiring.
• Responsible for adhering to and maintaining Standard Operating Procedures (SOP’s) for network configurations, procedures, cabling layouts, and computer operations.
• •Actively participates in IT status meetings, conference calls, and team tasks.
• Assists in planning, managing, and coordinating hardware/software installations, upgrades, decommissions or general support for site locations.
• Knowledge of switches, network routing, and wireless access points.
• Provides support to users as needed to maintain an optimum operating environment.
• Performs day-to-day systems operations management, network management, security management, LAN and WAN network performance for all City-wide locations.
• Familiar with Service Desk ticketing system.
• Monitors and maintains network stability.
• Reports and mitigates network anomalies and vulnerabilities.
• Leads in implementing and testing new technology.
• Communicates and coordinates network schedule, backups, and downtime to users as required.
• Communicates with IT management staff regarding network and application errors or issues.
• Coordinates third-party maintenance for network hardware, software, and telecommunications services as needed.
• Actively participates with and ensures that quality assurance procedures are practiced to ensure of project initiation, execution, close-out, and overall customer satisfaction.
• Provides excellent customer service and ensures that an effective environment and professional attitude are maintained when responding to customer inquiries or problems via telephone, online, email, or in-person.
• Works with cybersecurity team initiatives involving firewalls, intrusion detection systems, and encryption protocols, to protect the City's network infrastructure.
• Monitors network security, performance, and event logs, identifies security vulnerabilities, and investigates security incidents with the cybersecurity team.
• Works with cybersecurity team initiatives to protect the City's network infrastructure.
• Implements and maintains cybersecurity measures on servers, including but not limited to firewalls, antivirus software, and intrusion detection systems.

Requirements

EDUCATION

• Bachelor’s degree from an accredited school in computer information systems or a closely related field; or
• Extensive qualifying professional experience as described, may be substituted for the required college education.
• PROOF OF HIGHEST LEVEL OF COMPLETED EDUCATION MUST BE SUBMITTED AS AN ATTACHMENT WITH APPLICATION. (Applications without attached proof of education will not be processed for consideration.)

EXPERIENCE – (Network Management and Administration)

• Considerable administrative work experience in network management with a strong understanding of network infrastructure and the ability to administer and troubleshoot network devices.
• Experience with LAN and WAN network infrastructure protocols.
• Experience in analyzing, implementing, and evaluating IT systems and their specifications.
• Certifications in CompTIA Network+, Cisco Certified Network Associate (CCNA) or equivalent certifications preferred.

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NECESSARY SPECIAL QUALIFICATIONS

• Must possess a valid driver’s license with an acceptable driving record.
• Must obtain a valid Florida driver's license prior to hire.
• Must pass a background check to become CJIS certified.
• ITIL and Cybersecurity certifications must be obtained within the first eighteen (18) months from appointment.

PHYSICAL REQUIREMENTS
Work Environment:

• Work is performed primarily in a standard office environment and data center rooms and closets with some travel to different sites; incumbents may be required to work extended hours including but not limited to evenings, weekends and holidays.

Sensory:

• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through personal contact, the use of the telephone and/or other City-issued technology devices.

Physical:

• Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach and twist under desks and around furniture; to lift, carry, push, and/or pull moderate to heavy amounts of weight up to 50 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Occasional climbing on ladder or stool to reach or mount equipment.

Supplemental Information

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of the principles, practices, protocols, and standards of network security, systems analysis system design, server technology, firewalls, network routers, Azure AD (cloud), Microsoft 365, Active Directory, and other various City-wide enterprise operating systems and platforms
• Knowledge of methods and equipment utilized in monitoring and troubleshooting network and communications systems.
• Knowledge of data and voice communications and terminology.
• Knowledge of enterprise network systems, systems utilities, systems software, and personal computers.
• Knowledge of the principles of ITIL.
• Skill in using Office and department software.
• Ability to analyze network systems problems and develop effective solutions.
• Ability to conduct independent research and prepare reports.
• Ability to create network diagrams and documentation for design and planning network systems as required to meet the needs of the City
• Ability to analyze information and document procedures and processes.
• Ability to express ideas clearly and concisely, both verbally and in writing.
• Ability to establish and maintain effective working relationships with supervisors, employees, and representatives of various departments.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Ability to manage multiple projects simultaneously while maintaining high customer service standards.
• Ability to manage projects, disseminate information, and create project status reports as needed.
• Ability to maintain strict confidentiality.
• Ability to quickly learn technologies and products using documentation and internet resources
• Ability to work with all levels of IT staff inside and outside the organization.
• Strong attention to detail.
• Ability to react swiftly and effectively to needs and priorities.
• Excellent verbal and written communication skills, and ability to work well in a team environment.
• Experience working in a team-oriented and collaborative environment, contributing to a positive and productive work culture.
• Ability to communicate effectively and persuasively, both verbally and in writing, fostering positive relationships and driving successful outcomes.
• Resourcefulness and problem-solving aptitude.
• Self-motivated with a strong work ethic.
• Ability to communicate effectively, and to establish and maintain effective working relationships with peers, end users, and vendors, as well as all levels of management.
• Must possess honesty, integrity, and appreciation of differing opinions and perspectives, and be responsible, accountable, and collaborative.
• Knowledge of cybersecurity principles, practices, and technologies related to server administration.
• Ability to analyze server logs and network traffic to identify and follow processes related to cybersecurity threats and incidents.
• Knowledge of cybersecurity principles and best practices, with the ability to apply them to end-user support activities.
• Familiarity with cybersecurity tools and technologies, such as antivirus software and intrusion detection systems.
• Knowledge of network security principles, practices, protocols, and standards, with a focus on advanced cybersecurity technologies and methodologies.
• Ability to analyze and respond to complex cybersecurity threats and incidents, utilizing advanced tools and techniques to address and mitigate with the cybersecurity team.