IT Customer Support & GIS Analyst II

Print (https://www.governmentjobs.com/careers/coralgablesfl/jobs/newprint/5249242)

Apply

IT Customer Support & GIS Analyst II

Salary

$85,210.02 Annually

Location

City of Coral Gables, FL

Job Type

Full-time

Job Number

000

Department

Innovation & Technology Department

Opening Date

02/25/2026

Description

Benefits

Questions

Summary

Under the direction of the Innovation and Technology Director and the IT Customer Support and GIS Division Manager, this position provides technical support, engineering, programming, problem resolution, customer service, business analysis, process improvement, systems optimization, technology services and research, and assistance to fulfill enterprise GIS requirements and customer end users, citizens, and stakeholder's needs. The employee plans, designs, engineers, implements, monitors, maintains, and optimizes enterprise GIS applications and the infrastructure that host them, geo-databases, geospatial application servers, web servers, collaboration platforms, digital experience platforms and user experience interfaces, GIS end-point devices and client computers, mobile devices, public safety computer aided dispatch (CAD) and records management systems (RMS) GIS interfaces, emergency medical systems (EMS) and Emergency Management GIS portals, virtualization and hyperconverged application environments, cloud enterprise systems, containerized apps and Software-as-a-Service (SaaS) GIS functionalities.

Job Duties and Responsibilities

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

Performs market and lab research to find and develop spatial computing systems that fulfil a given business need; works with city departments to present GIS application solutions. Performs full project management throughout the implementation and/or upgrade of GIS application packages, including product selection, product implementation, customer contact, customer acceptance and customer training. Interacts with members of other I.T. divisions to ensure application solutions are allocated the appropriate resources, including applications, ERP, databases, storage, processing power, connectivity, security, high-availability, GIS layers, and backups. Responsible for monitoring GIS applications health and performance. Performs documentation and product maintenance including testing and certification procedures. Interprets, refines and applies methods and procedures according with Information Technology Infrastructure Library (ITIL), Software Development Life Cycle (SDLC), GISP standards, Lean Six Sigma, Scrum, Agile, Project Management Institute (PMI), information technology industry standards and best practices.

Provides level II supports for GIS requests across the enterprise. Assists on the development, management, configuration, optimization, maintenance and enhancement of GIS systems, applications, maps, and tools. Interacts with analysts and members of other IT divisions to ensure that new GIS implementations are allocated the proper processing power, storage, bandwidth, and security, including spatial analysis through the manipulation of spatial data, the application of statistical analysis, and the creation of spatial models. Produces GIS applications, digital platforms, API interfaces, maps, charts, graphs, and spreadsheets where applicable to assist stakeholders and executives with actionable information that supports key operations and fulfillment of customer requests.

Helps the division manager coordinate and improve IT Help Desk operations and customer service. Attends to service requests whether they come in via phone, email, or service ticket. Creates service ticket for all requests, tries to resolve request whenever call volume and service desk staffing permits. Routes all unresolved requests to the adequate IT division and staff member. Follows up with assignee whenever a request is assigned high priority or above. Continues to manage and track each call, regardless of escalation, and ensures that calls are responded to and resolved in an expedient and timely manner.

Collaborates with technical peers and departmental users to complete project assignments and accomplish city goals and directives. Communicates with users, vendors, and manufacturers, as needed, to resolve technical and business problems. Reviews, analyzes, and evaluates business needs and user requirements. Creates functional designs and technical specifications. Determines hardware and software needs and makes purchasing recommendations.

Performs technical support; troubleshoots and resolves system problems. Makes repairs and conducts scheduled maintenance tasks. Responds to on-call trouble tickets when required.

Provides solutions to the City using Business Intelligence (BI) information technology and geospatial data analytics tools. This includes analysis, plans, systems engineering, and functions for enhancing public safety and business processes, operations, and information process flow. Compiles information, analyzes findings, makes interpretations, and writes comprehensive reports. Provides information to Police, Fire, Emergency Management, IT Department, and City administration for decision-making purposes; presents analysis and statistics in various internal and external forums; and participates and provides information to Public Safety and City committees. Applies knowledge of geospatial databases, spreadsheets, graphics and data processing, and analysis applications. Maintains working knowledge of data science and Business Intelligence (BI) principles. Maintains working knowledge of DB query tools (Microsoft SQL Server and PowerBI/SSRS/SSIS, SQL Viewpoint, Web Query, Tableau, Birst). Knowledge of Public Safety applications such as CAD, EMS, RMS, CCTV, and ALPR.

Supports the day-to-day operations of all city departments; provides high quality onsite customer service and technical expertise. Works to resolve many kinds of PC, telecommunication, and network issues.

Responds to on-call trouble tickets when required.

Performs other related duties as assigned.

Qualifications

Candidates must have a combination of:

Associate's Degree in Computer Science, Geographic Science, Environmental Engineering, Data Science or a related STEM field, and six (6) years of IT work experience; OR

Bachelor's Degree in Computer Science, Geographic Science, Environmental Engineering, Data Science or a related STEM field, and five (5) years of IT work experience; OR

Eight (8) years of IT work experience.

Certifications or training in two or more of the below specialties is desired:

-GIS, ArcGIS or equivalent

-Data Science

-Cloud Computing

-Programming Languages

-CompTIA A+, Network

-Microsoft Technology Associate (MTA) - Database

-Microsoft Technology Associate (MTA) - IT Infrastructure

-ITIL, ITSM

-Lean Six Sigma

-Customer Service

Valid Florida Driver's License

HOLIDAYS: 16 days including 3 floating days.

SICK LEAVE: 96 hours annually.

ANNUAL LEAVE: 80 hours in the first year of employment, increasing up to 188 hours after 25 years. Employees must take 40 hours of annual leave each year.

BEREAVEMENT LEAVE: 5 or 10 work days for the death of a family member in accordance with the collective bargaining agreement and the City's Personnel Rules & Regulations.

MEDICAL INSURANCE: Fully paid by the City (HMO Select). Coverage becomes effective 1st of month following 30 days. Employee may purchase coverage for eligible dependents at a cost of approximately 50% of the premium.

DENTAL INSURANCE: Available to all employees through payroll deduction.

LIFE INSURANCE : Term Life and Accidental Death and Dismemberment equal to 1 x annual salary, fully paid by the City (up to $200,000).

VOLUNTARY BENEFITS: Several plans available, such as Short-Term Disability, Life Insurance and Critical Illness policies through payroll deductions.

LEGAL SERVICES: Legal Service plan available at a cost to employees through payroll deductions.

DEFERRED COMPENSATION: Employees are given the option to defer a portion of their pre-tax salary into the 457 Deferred Compensation Program.

TUITION REIMBURSEMENT: $2000 per semester ($6,000 maximum annually) for approved college coursework.

SAFETY GLASSES: Required safety glasses are provided every 2 years.

RECREATIONAL USE: Employee, spouse and immediate family members seventeen (17) years of age and under are entitled to the benefits below:

Venetian Pool - No charge for daily admission.

Tennis Centers - No charge for daily court fees.

Youth Center - 50% off residential rates for memberships and 50% off camps and other programs.

Golf at Biltmore & Granada:

Monday through Friday - no charge.

Saturday, Sunday and Holidays:

Before Noon - Twilight fees apply

After Noon - No charge

(cart fees apply at all times)

PENSION: Mandatory employee contribution of 10% of salary. Vesting period is 10 years.
OR
As of 6/14/2016 - DEFINED CONTRIBUTION: 401(a) - Contribution by City of 7% of employee base annual salary. Vesting period 5 years. Employee not required to contribute.

Note: Benefits subject to change.

Please refer to the collective bargaining agreement for current benefits.
01
Do you have an Associate's Degree in Computer Science, Geographic Science, Environmental Engineering, Data Science or a related STEM field, and six (6) years of IT work experience; OR a Bachelor's Degree in Computer Science, Geographic Science, Environmental Engineering, Data Science or a related STEM field, and five (5) years of IT work experience; OR Eight (8) years of IT work experience

Yes

No
02

Please list any certifications or training of the below specialties that you have: - GIS, ArcGIS or equivalent - Data Science - Cloud Computing - Programming Languages - CompTIA A+, Network+ - Microsoft Technology Associate (MTA) - Database - Microsoft Technology Associate (MTA) - IT Infrastructure - ITIL, ITSM - Lean Six Sigma - Customer Service
03
Do you have a valid Florida Driver's License

Yes

No

Required Question

Employer

The City of Coral Gables

Address
214 Minorca Avenue Coral Gables, Florida, 33134
Phone
305-460-5523
Website

http://www.coralgables.com

City of Coral Gables, FL

New Jobs

IT Customer Support & GIS Analyst II