City of Hollywood, Florida · 1 day ago
Technical Support Analyst
Hollywood, FL
Full-time
Onsite
Senior Level
6+ years expThe City of Hollywood, Florida is seeking a Technical Support Analyst to ensure secure, reliable, and efficient IT services. This role includes managing escalated technical issues, supporting service operations, and contributing to strategic projects that enhance resilience and service quality.
Non ProfitGovernmentInformation TechnologyInformation Services
Responsibilities
Ensure effective incident, problem, and request management in accordance with established service management principles
Ensure all IT-TSA operations and support activities comply with applicable regulations and City policies related to cybersecurity, data privacy, and records management
Collaborate on service design, transition, and continual improvement initiatives to enhance IT service delivery
Maintain accurate documentation of processes, configurations, and knowledge resources to support operational excellence
Maintain and enhance security and operational processes in alignment with recognized standards and organizational objectives
Maintain comprehensive documentation of technical actions, configurations, and incident resolutions to support auditability and risk mitigation
Maintain audit trails for technical actions, changes, and incident resolutions; ensure documentation is complete, accurate, and timely
Contribute to risk management, incident response, and service delivery improvements across all technology domains
Support disaster recovery and business continuity planning and testing
Provide advanced troubleshooting for hardware, software, and network issues across multiple platforms
Manage user accounts, permissions, and access controls in compliance with security protocols
Support enterprise applications, collaboration tools, and endpoint configurations
Partner with cross-functional teams, vendors, and stakeholders to resolve complex technical challenges
Contribute to process optimization and automation initiatives
Develop and maintain technical standards, best practices, and training materials
Mentor Tier 1 support staff and deliver user education on IT systems and security awareness
Participate in IT projects, ensuring alignment with organizational goals and compliance requirements
Support change management processes for system modifications and implementations
Assist with emergency operations during declared disasters or EOC activations
Provide support for specialized systems (e.g., but not limited to; AV, CCTV, access control) as trained and/or certified
Must effectively and positively represent the City in delivering and performing work with colleagues and clients, irrespective of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation
Must establish and maintain effective and professional relationships with work colleagues, supervisors and managers
Performs other job duties as assigned for this job description
Qualification
Required
Bachelor's Degree in Information Technology or related field from an accredited college or university
Six (6) years of progressive technical support experience with computer hardware and software including PC networking and Local Area Networking (LAN) environments
Experience should include the use of modern word processing, spreadsheet, data base and graphics software applications like the Microsoft Office suite, client software and operating systems
Valid Driver's License: With proof of automobile insurance
Background Check: Must have an acceptable background record
Driving Abstract: Must have an acceptable driving record
Strong understanding of IT service management principles and security best practices
Knowledge of PC hardware and software systems
Knowledge of PC architecture and integration
Knowledge of PC and file server operating system components
Knowledge of networking and local area networking
Knowledge of client software used to connect to file servers, Internet of Things, and Networks
Knowledge of current hardware and software research and trends in the computer industry
Proficiency in troubleshooting, documentation, and customer service
Ability to utilize strong analytical skills and problem solving methods
Ability to plan, organize and conduct informal training for City personnel
Ability to communicate effectively, orally and in writing and to write concise and clear reports
Ability to relate technical information to non-technical personnel
Ability to make technical presentations and conduct training sessions
Ability to analyze technical material and documentation
Ability to troubleshoot and resolve complex hardware, software, and network related problems
Ability to install complex hardware, software, and other applications
Ability to maintain professionalism, inclusivity, and collaboration in all interactions
Ability to maintain professionalism, confidentiality, inclusivity, and collaboration; establish effective relationships with colleagues, supervisors, managers, vendors, and the public
Preferred
Master's Degree in Information Technology or related field from an accredited college or university
Eight (8) years of progressive experience in a municipal IT environment providing IT service management best practices
MS A+ certification
CompTia Network+
Microsoft 365 Administrator certification
ITIL Foundation certification
CompTIA Security+ certification
Benefits
Low cost health insurance giving you the best value - Medical, Dental, Vision and Flexible Spending Plans
4-Day Work Week
Award Winning Wellness Program
Generous Paid Time Off Program inclusive of 13 Paid Holidays, Vacation Leave, Personal Leave, and Sick Leave
Federal Student Loan Forgiveness Program
Company
City of Hollywood, Florida
City of Hollywood, Florida offers municipal services, community development, and public records management.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase