Technical Support Analyst

About The Company
The City of Fort Lauderdale is a vibrant and dynamic municipal government committed to delivering exceptional public services and fostering a safe, sustainable, and thriving community. Known for its diverse population, cultural richness, and strategic location, the city continuously invests in innovative technology solutions to enhance operational efficiency and public safety. As a forward-thinking organization, the City emphasizes inclusivity, professional development, and community engagement to ensure a high quality of life for all residents and visitors.

About The Role
The Senior Technical Support Analyst - Public Safety (Mobile Data Team) plays a critical role within the City's Information Technology Services department. This position is responsible for providing advanced technical support specifically tailored to public safety and mobile data systems, ensuring that police, fire, and emergency services have reliable and secure access to mission-critical technology. The role involves analyzing, evaluating, and implementing solutions for complex hardware and software issues related to computers, mobile communication devices, vehicle technology, peripherals, printers, and specialized applications used by public safety agencies. The incumbent will serve as a key technical resource, supporting the deployment, maintenance, and enhancement of mobile data systems that are vital for effective emergency response and public safety operations.

Qualifications
Candidates should possess a Bachelor's Degree in Computer Science, Information Technology, or a related field. A minimum of three to five years of experience in technical support is required, with additional relevant experience or coursework potentially substituting for formal education on a year-for-year basis. Valid Florida driver's license must be obtained within 30 days of hire. Preference will be given to applicants with certifications such as ITIL, CompTIA A+, Network+, or CJIS, and experience supporting local government and public safety technologies. Knowledge of operating systems, software deployment, scripting, and automation is highly desirable. Candidates claiming veteran's preference must attach the appropriate documentation during application.

Responsibilities

• Respond promptly to support requests submitted via help desk, customer contact, or escalation from other support tiers, ensuring timely resolution of issues.
• Provide advanced, high-level technical support by conducting root cause analysis on complex hardware and software problems, particularly within public safety and mobile data systems.
• Diagnose and resolve issues related to servers, databases, network infrastructure, mobile data devices, and security protocols before escalation.
• Assist in the logistical operations of the Desktop Services team, including creating, updating, and deploying computer images, software packages, and security updates to ensure consistency across the enterprise environment.
• Stay current with emerging technologies, industry trends, and innovations relevant to public safety and mobile data support.
• Support server operating systems and backend applications necessary for client system support.
• Develop scripts and deployment packages for automation and large-scale software updates, improving efficiency and reliability.
• Lead the deployment of new modules, interfaces, or features of existing systems, either independently or by collaborating with team members.
• Participate in a rotational after-hours support helpline, providing assistance and resolving escalated issues during nights, weekends, or holidays as required.
• Supervise and coordinate daily activities and work assignments of team members, fostering a collaborative and efficient support environment.
• Perform other related duties as assigned to support the City's public safety technology initiatives.

Benefits
The City of Fort Lauderdale offers a comprehensive benefits package to all full-time employees, including paid vacation, holidays, sick leave, and a variety of insurance options such as medical, dental, vision, life, and short-term disability coverage. Employees also benefit from participation in the Florida Retirement System (FRS), which provides investment and pension options with a required contribution of 3%. The City promotes work-life balance and professional growth through ongoing training and development opportunities. Additionally, employees may qualify for the Public Service Loan Forgiveness program, where remaining student loan balances could be forgiven after 120 qualifying payments while working full-time for the City.

Equal Opportunity

The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action employer committed to fostering an inclusive workplace. We do not discriminate based on age, citizenship status, race, color, religion, sex, sexual orientation, gender identity, disability, marital status, or national origin. We encourage applicants from diverse backgrounds to apply and participate in our selection process. Veterans' preference is provided in accordance with Florida law, and eligible candidates are encouraged to attach the necessary documentation during application submission.