Technical Support Analyst - Service

Position Summary

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 Service Now 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, Service Now, and core desktop tools to improve adoption, enhance operational efficiency, and strengthen technological self‑sufficiency across departments.

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 Service Now 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, Service Now, 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…