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Computer Support Specialist, Senior

Salary

$49,275.20 - $73,923.20 Annually

Location

Boynton Beach, FL

Job Type

Full Time

Job Number

2025-0404

Department

Police

Opening Date

04/04/2025

Closing Date

4/8/2025 11:59 PM Eastern

FLSA

Non-Exempt

• Description

• Benefits

• Questions

Purpose of Classification

The purpose of this classification is to perform front-line support and lead technical support to multiple levels of end users within a multi-vendor, multi-platform network environment, including advanced technical work relating to the installation, maintenance, operation, and administration of the City's computer systems and business applications.

Essential Functions

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. Other duties may be required and assigned.

Provides guidance, training, and assistance to employees; organizes, prioritizes, and coordinates work; monitors status of work in progress troubleshoots problem situations; assists with interviews for Tier 1 applicants; assists with training, coaching, and developing new Tier 1 staff. Provides Tier 1 IT support and assistance for the police and fire department.

Coordinates the Help Desk work order process from inception to resolution; obtains details of problems from customer by telephone, by email, or in person; triages and classifies work orders according to problem type and priority; analyzes problem, attempts to resolve during initial contact, and informs customer when additional time/resources will be needed; documents all relevant information regarding nature/circumstances of problem, along with actions taken and tools/resources used; communicates with customer to provide status updates, included expected resolution timeframe; reassigns, escalates, or enlists technical support from internal staff when needed; provides customer with directions for resolution via telephone, e-mail, PC remote control, onsite visit in person, or onsite visit by third-party support; updates work order information; provides courtesy follow-up to ensure customer satisfaction.

Monitors local area network (LAN) and wide area network (WAN) resources; verifies that enterprise document imaging services are online; monitors LAN/WAN performance reporting problems to department management and Tier 2 technical staff.

Performs website administration; publishes new content and updates on website; collects, analyzes, and disseminates site activity data; studies emerging technologies.

Coordinates purchase and implementation of technology products; evaluates new technologies and products for possible purchase; reviews requests for purchases; matches customer needs to product specifications; obtains price quotes; coordinates purchasing process with procurement staff and vendors; tracks status of orders through delivery; installs and configures products; delivers products to customers and conducts testing to ensure proper operations; performs follow-up to verify customer satisfaction. Manages the department annual computer replacement plan.

Provides general support for the Information Technology Services (ITS) Department; monitors overall status of Help Desk; provides status reports to management; works with ITS management staff to develop work process strategies and procedures.

Performs general technical support tasks; performs installation, configuration, or upgrading of equipment hardware, peripheral equipment, and software programs; performs data backups onto tape, diskette or other media; verifies backups; stores backups in secured location; restores data from backup tapes as needed; performs computer maintenance and preventive maintenance tasks, such as cleaning equipment, replacing components/parts, loading paper into printers, clearing paper jams, or replacing ribbons/toner cartridges; ensures the security and integrity of computer data by implementing passwords and security procedures, maintaining access controls, and monitoring system access.

Provides information, training, assistance, and technical support to users regarding computer operations, procedures, problems, software applications, maintenance, and related issues; responds to operational requests of users; responds to complaints and questions; troubleshoots user problems, researches problems, and initiates problem resolution.

Works with subject matter experts and third-parties to ensure optimal performance of line of business applications and systems. Works with vendors to resolve problems, implement solutions, and maintain acceptable levels of performance from hardware/software components.

Compiles or monitors administrative and/or statistical data; analyzes data and identifies trends; summarizes data and prepares reports.

Prepares or completes various forms, reports, correspondence, work orders, status reports, email updates, performance analysis reports, inventory records, or other documents.

Receives or refers to various forms, reports, correspondence, purchase requisitions, purchase orders, delivery slips, invoices, web log files, printer logs, inventory records, status reports, technical reports, periodicals, technical manuals, implementation guides, on-line resources, catalogs, policies, procedures, manuals, directories, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate.

Operates a variety of computer systems, peripherals, and other equipment/tools associated with department activities, which may include a personal computer, laptop computer, printer, scanner, network server, backup devices, diagnostic instruments, projector, or general office equipment; utilizes a variety of computer operating systems and software programs, which may include word processing, spreadsheet, database, networking, desktop publishing, graphics, website administration, diagnostic, e-mail, Internet, or other computer programs.

Maintains documentation of system activities, operations, modifications, maintenance, repairs, and other activities.

Communicates with supervisor, employees, other departments, City officials, system users, technical colleagues, vendors, service providers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, resolve problems, or give/receive advice/direction.

Maintains a comprehensive, current knowledge of applicable laws/regulations; maintains an awareness of new technologies, products, trends and advances in the profession; reads technical journals and professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.

ADDITIONAL FUNCTIONS

Performs general/clerical tasks, which may include answering telephone calls, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.

Provides assistance to other employees or departments as needed.

Performs other related duties as required.

Minimum Qualifications

MINIMUM QUALIFICATIONS

• Must possess a high school diploma or valid equivalent.

• Three (3) years* of verifiable previous work experience involving computer operating systems, system administration, personal computer repair/maintenance and user support;or

• Currently enrolled in an Associate’s Degree or higher in Computer Science, Information Technology, Business Technology or closely related field may be substituted for one year of verifiable previous experience

• Must possess or be able to obtain one of the following certificates within six (6) months of employment:

• Comp TIA A+

• Comp TIA Network +

• Comp Tia Security +

• Microsoft Technology Associate certification

• Must possess (or be able to obtain within fourteen (14) days) and maintain a valid State of Florida driver’s license.

• Must satisfactorily demonstrate to hiring committee that proficient communications, decision-making, planning, presentation, and leadership skills are evident and that management and organizational culture philosophies are aligned with those desired by the City Manager; and

• Must be eligible to obtain and maintain thereafter, within six (6) months of employment, NCIC/FCIC certification through the state of Florida.

PREFERRED QUALIFICATIONS

• Previous experience working in public safety.

Supplemental Information

The ability to clearly communicate Department and City Goals, Policies, Strategic Plans and other key information to employees and peers using multiple communication platforms including e-mail and social media.

Effectively communicates with supervisor, employees, other departments, contractors, engineers, companies, vendors, outside agencies, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Accurately and expeditiously receives and delivers messages and information to the appropriate individuals.

Ability to prepare accurate and thorough written records and reports.

Ability to understand and follow oral and written instructions and to complete assigned tasks with minimal direction.

Ability to understand and quickly and accurately follow brief oral and written instructions on moderately complex matters.

Ability to establish and maintain harmonious relationships with supervisor, customers, owners, tenants, City officials, other employees, other departments, other governmental and regulatory agencies, and the general public as needed.

KNOWLEDGE, SKILLS, AND ABILITIES

• Advanced knowledge of information systems products and services to assist internal users with software application and computer related problems.

• Advanced knowledge of MS Office applications with the ability to provide instruction to users on the use/functions of these applications.

• Advanced knowledge of PC Network Environments.

• Ability to review, classify, categorize, prioritize, and/or analyze data.

• Ability to effectively troubleshoot complex PC/networking issues.

• Ability to work independently to research and solve technical issues with minor assistance.

• Ability to understand business application logic in order to support updates and changes to line of business applications

• Ability to perform mathematical calculations to include: addition, subtraction, multiplication, and division.

• Ability to interpret and calculate decimals and percentages from mathematical calculations.

• Ability to exercise judgment, decisiveness, and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.

• Ability to train new ITS staff in computer setup and software usage.

PHYSICAL AND SENSORY REQUIREMENTS / ENVIRONMENTAL FACTORS

Physical Ability: Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (20 pounds).

Sensory Requirements: Tasks require the ability to perceive and discriminate colors or shades of colors, sounds, odor, depth, texture, and visual cues or signals. Tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dust, machinery, vibrations, or electric currents.

The City of Boynton Beach, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (42 U.S. C. 12101 et. seq.), the City of Boynton Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the abilities and aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat of significant risk to the health or safety of themselves or others. Requirements are representative of the minimum level of knowledge, skills, and ability.

VETERANS' PREFERENCE

Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority in the City’s hiring process. Additionally, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by the City.

Full-time employees (those regularly scheduled to work at least 30 hours per week) are eligible for the City's benefit package.

The City of Boynton Beach's comprehensive benefits package includes:

• Student Loan Forgiveness

• Health Insurance

• Dental Insurance

• Vision Care Plan

• Basic Term Life Insurance

• Supplemental Life Insurance

• Dependent Life Insurance

• Accidental Death and

Dismemberment Insurance

• City Pension Plan

• Short Term Disability and other Supplemental Plans

• Long Term Disability Insurance

• Employee Assistance Program

• 457 Savings Plan (three options)

• Paid Annual Leave / Vacation

• Bonus Vacation Hours

• 12 Paid Holidays

• Paid Sick Leave / Family Sick Leave

• Educational Assistance Program *(Depending on budget funding)

• On-site Training Program

• Wellness Program

• Pre-Paid Legal and Identity Theft Protection Plans

• Credit Union

• Tax Deferred 125 Premium Plan

• Flexible Spending Account

• Direct Deposit

• Social Security

Student Loan Forgiveness

Let your City of Boynton Beach employment work for you! Under the U.S. Department of Education’s Public Service Loan Forgiveness (PSLF) program, your student loan balance may be forgiven after you have made 120 qualifying monthly payments while working full-time with a governmental agency. Visit StudentAid.gov/publicservice for more information or to see if you qualify.

Health Insurance

The City pays the entire premium for an eligible employee. The employee may elect to cover a spouse and/or dependent children by paying the applicable premium for the dependent(s).

Dental Insurance

Premiums for eligible employees are paid by the City. Premiums for any covered dependent are paid by the employee with a contribution by the City.

Vision Care Plan

Premiums for eligible employees are paid by the City. Premiums for any covered dependent(s) are paid by the employee.

Life Insurance / Accidental Death and Dismemberment Insurance

The City provides each eligible employee with term life and accidental death insurance.

Supplemental Life Insurance / Supplemental AD&D Insurance

Employees may purchase supplemental term life insurance on an individual-choice basis with premiums based on age. A matching amount of Accidental Death insurance may also be purchased.

Dependent Life Insurance

Employees who select supplemental coverage for themselves may also purchase coverage for their spouse and dependent children.

City Retirement / Pension Plans

The City has pension plans for general employees, police, and firefighters. Each plan is contributory with both the employee and the City contributing to the program.

Supplemental Plans

Supplemental plans provide direct cash payments regardless of any other coverage you may have, and are designed to help fill in any gaps in a medical plan. The employee pays the premiums for these supplemental plans.

Short and Long Term Disability

The City provides Short and Long Term Disability insurance to eligible employees. The plan is designed to cover a disability sustained on or off the job.

Employee Assistance Program (EAP)

The City contracts with an employee assistance program (EAP) to provide employees and their dependents with free, confidential and professional counseling to help resolve personal or family problems.

Deferred Compensation Plans (457 Plans)

The City makes available three deferred compensation plans that the employee may voluntarily contribute to on a tax-deferred basis.

Vacation

All full-time employees accrue time toward paid vacation leave. Accrual begins immediately and vacation may be taken after six months of employment.

Holidays

The City observes12 paid holidays throughout the year.

Sick Leave / Family Sick Leave

Full-time employees accrue one day of sick leave per month. An employee may elect to use up to 5 days per year of accrued sick time for illness in his/her immediate family.

Tuition Assistance*(Depending on available budget funding)

The Tuition Assistance Program reimburses eligible employees for successful completion of approved courses leading to Associate, Bachelor and Master degrees.

Wellness Program

The City offers many wellness activities and programs throughout the year.

Prepaid Legal Services and Identity Theft Protection Plan

Employees may choose to enroll in a prepaid legal service plan and an identity theft protection plan. The employee pays the premiums for these plans.

CreditUnion

All City employees may join the Credit Union of Palm Beach County. In addition to savings and checking accounts, the Credit Union offers different types of loans, investment choices and recreational opportunities.

Section 125 Plan for Health and Dental Premium

Section 125 of the Internal Revenue code allows you to have your dependent coverage premiums deducted before payroll taxes are withheld resulting in tax savings to you.

Flexible Spending Accounts

Employees may participate in flexible spending accounts for reimbursement of medical and/or dependent care expenses.

Direct Deposit

Employees may have their bi-weekly paycheck deposited to the financial institution of their choice.

01

What is your highest level of education completed?

• High School Diploma or valid equivalent

• Associate's Degree

• Bachelor's Degree

• Master's Degree or higher

• None of the above

  02

  If you have an Associate's Degree or higher, is it in Computer Science, Information Technology, Business Technology or closely related field? If yes, please specify what field of study your degree(s) is/are in. If no, please put "N/A."

  03

  How many years of previous verifiable work experience involving computer operating systems, system administration, personal computer repair/maintenance and user support do you have?

• No experience.

• Less than one (1) year of experience.

• At least one (1) year of experience but less than two (2) years.

• At least two (2) years of experience, but less than three (3) years.

• At least three (3) years of experience, but less than four (4) years.

• At least four (4) years of experience, but less than five (5) years.

• Five (5) years of experience, or more.

  04

  Please describe, in detail, your previous work experience involving computer operating systems, system administration, personal computer repair/maintenance and user support. Please note, that failure to provide detailed information or putting "see resume" may result in your application being rejected.

  05

  Are you willing and able to obtain one of the below listed certifications within your first six (6) months of employment if you do not already possess one? - Comp TIA A+ - Comp TIA Network + - Comp TIA Security + - Microsoft Technology Associate certification

• Yes

• No

• N/A - I already obtain at least one of the listed certifications.

  06

  Please select which certifications you currently possess and maintain. You must also attach copies of these certifications to your job application. Failure to do so will result in your application being considered incomplete.

• Comp TIA A+

• Comp TIA Network +

• Comp TIA Security +

• Microsoft Technology Associate Certification

• None of the above

  07

  If you possess and maintain additional certification(s) aside from the ones listed above, please provide detailed information about those certifications. Copies of these certification(s) must also be attached to this application. Failure to do so may result in your application being incomplete.

  08

  Do you currently, or are you able to within fourteen (14) days of hire, possess and maintain a valid State of Florida driver's license?

• Yes

• No

  09

  Are you eligible to obtain and maintain thereafter, within (6) months of employment, Florida Crime Information Center (FCIC)/National Crime Information Center (NCIC), certification through the State of Florida?

• Yes

• No

  Required Question

Employer

City of Boynton Beach

Address

100 E. Ocean Ave

City Hall - Human Resources

Boynton Beach, Florida, 33435

Phone

5617426275

5617426275

Website

http://www.boynton-beach.org

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