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IT Customer Support & GIS Analyst II

March 14, 2026

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. 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. 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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...