Technical Support Analyst - Service Now Support

City of Fort Lauderdale; Fort Lauderdale (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Management vacation days

Expense allowance

Job summary

The City of Fort Lauderdale is seeking an IT support professional to manage desktop support, and administer Microsoft Copilot for Microsoft 365, ServiceNow, and SharePoint sites. You will install, configure, and troubleshoot, while delivering user training to improve adoption and efficiency across departments.

You will handle imaging, software deployment, and security packaging, stay up-to-date with emerging technologies, and participate in after-hours support rotations as needed.

Qualifications

• Associate's Degree in Computer Science, Information Technology, or a related field.
• At least two (2) years of experience administering and supporting computer workstations, peripherals, and operating systems.
• Bachelor’s Degree may substitute for one year of experience.

Responsibilities

• Installs, configures, and troubleshoots desktop/laptop operating systems, user software and hardware peripherals.
• Responds to support requests submitted through Service Desk, customer contact, and other support tiers.
• Diagnoses and resolves Level 1-2 problems before escalation.
• Creates, updates, and deploys computer images, software, and security packages to maintain consistency.
• Stays current with new technology and trends in IT.
• Assists with deploying new modules or features of existing systems.
• Serve on the 24-hour after hours support helpline on rotation.
• Performs related work as required.

Skills

Desktop support

Troubleshooting

Training delivery

Documentation

Communication

Education

Associate's Degree in Computer Science, Information Technology, or a related field.

Bachelor’s Degree may substitute for one year of experience.

Tools

Microsoft Copilot for Microsoft 365

ServiceNow Administration

SharePoint Online

Job description

In addition to traditional desktop support responsibilities, this role includes assisting with the administration of Microsoft Copilot for Microsoft 365, supporting configuration, user enablement, and troubleshooting; performing ServiceNow administration tasks such as managing service requests, workflows, and catalog items; and providing support for SharePoint sites, permissions, and content management. The employee is expected to stay current with emerging technologies and contribute to maintaining a consistent, secure, and efficient computing environment. The position also requires the ability to develop and deliver training to users on supported technologies such as Copilot, SharePoint, ServiceNow, and core desktop tools to improve adoption, enhance operational efficiency, and strengthen technological self-sufficiency across departments.

The employee in the role provides low to mid-level technical support installing, configuring, and troubleshooting City technology including but not limited to software, hardware, mobile computing and communication devices, vehicle technology, and video cameras/systems.

This job classification is included within the bargaining unit represented by Federation of Public Employees and therefore is subject to the terms and conditions of the Collective Bargaining Agreement between the City of Fort Lauderdale and Federation of Public Employees.

This job classification is in Management Category IV for benefits purposes, which includes five (5) additional Management Vacation days per calendar year and a monthly Employee Expense Allowance of $120.00.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Installs, configures, and troubleshoots desktop/laptop operating systems, user software and hardware peripherals
• Responds to support requests submitted through Service Desk, customer contact, and other support tiers or supervisor assignments
• Investigates, diagnoses, and resolves problems for Level 1 and Level 2 systems, database, network, mobile data, and security teams before escalation
• Creates, updates, and deploys computer images, software, and security application packages used to distribute and update consistency throughout the corporate computing environment
• Stays current with new technology, applications, trending strategies and innovations within the Information Technology industry
• Assists with efforts in deploying new modules, interfaces, or advanced features of existing technology systems. This may be accomplished independently or by assisting other personnel.
• Serve on the 24-hour after hours support helpline on a rotational basis
• Performs related work as required

MINIMUM JOB REQUIREMENTS:

1. Associate's Degree in Computer Science, Information Technology, or a related field.
2. At least two (2) years of experience in administering and supporting computer workstations, peripherals, and associated operating systems.
3. Additional qualifying work experience may be substituted on a year-for-year basis for the required college education.
4. A Bachelor’s Degree may substitute for one (1) year of the required experience.
5. Must possess or be able to obtain a valid State of Florida driver’s license within 30 days of hire.

To claim Veterans’ Preference, candidates must attach to the application a copy of military separation papers (DD214) and service-connected disability documentation (if applicable) to meet eligibility requirements as stipulated by Florida Statues. For additional information, please refer to the Florida Department of Veterans' Affairs. (https://floridavets.org/benefits-services/veterans-preference/)

SPECIAL REQUIREMENTS:

1. This position requires Holiday, night and/or weekend work in order to perform many duties.
2. Employees in this class may be required to be on call for afterhours support and may be called in to work before, during, or after public safety related emergencies.
3. An in-depth pre-employment background check including a limited scope polygraph will be conducted as part of the selection and onboarding process, as this position is deemed security sensitive.

PREFERRED QUALIFICATIONS:

1. Experience administering Microsoft Copilot for Microsoft 365, including user enablement, permission and policy configuration, troubleshooting, and supporting organizational adoption
2. Experience with ServiceNow Administration, including request/workflow configuration, incident and service catalog management, and supporting automation of IT service delivery processes.
3. Experience administering SharePoint Online, including site provisioning, permission management, content lifecycle support, troubleshooting access issues, and coordinating governance best practices for departmental and citywide collaboration needs.
4. Ability to develop and deliver end-user training on supported technologies - Microsoft Copilot for Microsoft 365, SharePoint Online, ServiceNow, and core desktop systems - to improve adoption, enhance efficiency, and support organizational technology proficiency.

As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads.

PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:

The position involves medium physical demands, such as exerting up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects. Ability to lift, carry, climb, bend, stoop, kneel, crouch, crawl, reach, walk, push, pull, grasp, stand and/or access areas where limited space is available. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The City of Fort Lauderdale receives a high volume of applications, so not every applicant who meets the minimum qualifications will be guaranteed an interview. Candidates are selected for interviews based on how closely their education and work experience match the specific requirements of the position.

Applicants will be subject to an extensive selection and screening process, which may include, but not be limited to evaluation of training and experience; written; oral and performance-based testing; skills assessment; interview; employment check, background investigation; medical examination; and drug screen. For Public Safety positions, the process additionally includes polygraph examinations and psychological evaluations. The expected duration of the selection process varies by position.

All applicants, including current City of Fort Lauderdale employees, need to fully detail their work experience on the employment application. Applicants must ensure that all required documents submitted are in a format that is acceptable, clear, and legible. It is the applicant’s responsibility to update their online profile with accurate personal information, work history, education, and certifications each time they submit a new application. Incomplete applications may result in disqualification.

The City of Fort Lauderdale is an Equal Opportunity, Veteran’s Preference Employer and Drug Free Workplace.