IT Mobile Support Analyst

Department: Information Technology Reports to: Projects & Support Supervisor

Summary: Provides hands on technical support to the City's field computer users across the City. Technical support includes product evaluation, install, integration and configuration of software and hardware. Research and troubleshoot problems with computers and network connectivity, make repairs, provide support remotely as well as at the customer locations. Perform routine and root-cause analysis to include evaluation of hardware and software integration based on department and IT support criteria. Directly interacts with assigned departments to maintain maximum productivity of city field workers and their computing technology. Position will need to maintain excellent communication, customer service and documentation skills as they will liaise with not only department customers, but also technology vendors and other Tier 2 IT function teams, such as Infrastructure and Software Systems. Position will provide regular reports to supervisor and customer meetings on the state of mobile systems, such as inventory and support statuses.

Scope of Responsibilities: Works to maintain optimum productivity of mobile computers, mobile applications, printers, video systems, wireless access devices in City department vehicles. Provides hands on support to these systems. Responsibility is mainly in hardware operability and software/network integration. Works closely with Tier 2 IT Software Systems group and Tier 3 Infrastructure group to ascertain root causes and implement solutions to business problems. Will assist the Projects and Support Supervisor with mobile equipment inventory, reporting and testing and implementation planning. Will have the experience and judgment to collaborate with higher tiers IT support tiers to move support issues forward expeditiously. On call 24 hours per day to assist in restoring interrupted information services. Must always possess excellent documentation and organizational skills to maintain detailed and correct inventory records and prepare status reports to customers and management.

Essential Functions: Essential duties and responsibilities may include, but are not limited to, the following:

• Provides internal consulting and specialized support knowledge for the process of implementing, administering and maintaining complex mobile computer hardware and software configurations.
• Consults with users and other IT support tiers on development and implementation of new mobile communication, hardware and applications arriving at workable methods of data input and coherent, accurate and usable reports and inventory records.
• Maintains end user mobile software and computing hardware, expanding and improving when necessary.
• Helps analyze and resolve issues, often working directly with vendors and customers where needed.
• Assists users with any mobile hardware or software-related questions or problems, instructing users and technicians in any procedures necessary to correct any errors incurred.
• Supports the divisional operations with regular and timely attendance.
• Must have and maintain a cell phone for City use to hold this position.
• Supports the relationship between the City of Odessa and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed above; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer.

Minimum Qualifications:

Education, Training and Experience Guidelines: A high school diploma or GED is required. A minimum of two years of computer service experience. An Associates' Degree in Computer Science is desirable.

Knowledge, Skills and Abilities:

• Excellent oral and written communications skills.
• Ability to correctly judge levels of support needed for a particular issue and be able to assign or elevate work appropriately to the support tier and collaborate to resolution.
• Systems analysis techniques.
• Knowledge of mobile computer systems and mobility communication systems networking.
• Must understand project management concepts and techniques.
• Must be able to collaborate diplomatically with other City employees, vendors, customers and IT staff.
• Must have experience with a wide variety of mobile applications and/or hardware.
• Must be able to demonstrate excellent customer service skills.
• Must be highly detailed and organized to manage inventory records and communicate verbally or in writing all manner of status information.

License and certification requirements: A valid Texas State Driver's License is required. Terminal Operator Certification for access to the Texas Criminal Justice Information System (CJIS) is required. The candidate cannot have a misdemeanor in the previous 10-year period.

Special Requirements: Work is performed in a standard office environment. The employee must be able to work on a rotating 24-hour on-call duty to cover IT-related emergencies. The employee must also have a cell phone for communications with IT management 24 hours a day and 7 days a week.