SUPPORT ANALYST - City of Weslaco

Job Summary

The Support Analyst is responsible for providing comprehensive support and troubleshooting for hardware, software, and networking connectivity issues for all city staff. This role serves as the first point of contact for users, addressing inquiries and resolving issues via phone and in-person at the desktop. The Support Analyst documents and escalates calls and emails to the service desk as needed, delivering technical support and guidance to ensure that computer systems operate efficiently and securely in alignment with the organization's information technology needs. Additional duties may be assigned as necessary.

Essential Job Functions

• Diagnose and resolve hardware, software, and network issues effectively.
• Collaborate with the IT team to ensure the effective operation and improvement of all systems, facilitating upgrades and enhancements across various technologies and processes.

• Assist with the city's Enterprise Resource Planning (ERP) solutions that impact the City's financial, utility billing, code enforcement, planning, engineering, and municipal court departments.

• Assist with the police department's computer-aided dispatch (CAD) system from Tyler Technologies to enhance communication and safety for first responders and dispatchers.

• Assist with email user accounts in Office 365, including account setup, configuration, maintenance, and troubleshooting.

• Assist with video surveillance systems, including Axis Camera Station and Milestone, ensuring optimal performance and security
• Assist with the Mobile Device Management (MDM) solution for city departments' mobile devices, ensuring effective deployment and security.
• Assist with help desk responsibilities and provide exceptional user support to enhance overall productivity.

• Assist with the production and recording of city commission meetings, including setting up equipment and ensuring good video quality recordings.

Minimum Qualifications & Requirements

• Education: Associate's degree in a relevant IT field.
• Experience: Minimum of 3 years of relevant work experience.
• Certifications: IT Industry certifications are highly desirable.
• Background Check: Applicant must pass a pre-employment background check and drug screening, conducted at the City's expense.
• Driver's License: Must possess a valid Class "C" driver's license.
• Training: Successful completion of Emergency Management and Incident Command Training within the first three months of hire.
• Language Skills: Bilingual proficiency in English and Spanish is preferred.
• Maintain regular and prompt attendance, be physically present to work.
• Employee may be required to work beyond normal business hours at night and/or on weekends.
• Performs other similar or related duties as assigned

Knowledge, Abilities, and Skills

• Maintain a strong knowledge of all Information Systems, including computers, servers, networks, IP telephony, email, social media, and mobile devices (iPads, MS Surface, iPhones and Androids).
• Effective verbal and written communication skills for interacting with city personnel and the public.
• Ability to maintain confidentiality in all aspects of work.
• Excellent organizational skills and a strong commitment to customer service.

Working Conditions/Physical Demands

• Work Environment: Primarily office-based, occasional exposure to server rooms or data centers, which may require adherence to safety protocols.
• Physical Requirements:

- Ability to lift and carry equipment weighing up to 30 pounds.

- Ability to perform tasks that may involve bending, kneeling, or reaching to install or maintain equipment.

• Work Hours: Standard working hours 8-5 pm, with the possibility of after-hours support or on-call duties as
• Travel: Occasional travel to other city department locations may be required.

Disclaimer This job description is intended to outline the general nature and level of work performed by individuals in this position. It is not an exhaustive list of all responsibilities, duties, and skills required. This description does not constitute an employment agreement and may be subject to change based on the evolving needs and requirements of the role.