Pay Range: $27.52/hr. - $34.40/hr.

Job Posting Closing on: Monday, January 12. 2024

Workdays & Hours: FLSA Nonexempt position. Monday – Friday 8am – 5pm; some evening/weekend work required. Required to participate in a 24/7/365 On-Call rotation with 1hr response times.

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities, and much more.

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

Two (2) IT Technical Support Analyst I positions are available with the City of Fort Worth IT Solutions Department Desktop Field Services (Hardware Support) Division. This position serves as the front-line primary technical supports for users to resolve various issues involving hardware, software, and peripherals. Maintain computing infrastructure including imaging, configuring systems, installing and troubleshooting hardware and software. Provide customer service, identify problems and provide solutions ensuring prompt and permanent resolution.

Minimum Qualifications: 

• High school diploma/GED
• One (1) year of responsible computer related experience
• Valid Driver’s License
• Candidate selected for hire must pass a Criminal Background Check for CJIS
• Minimum of one (1) certification specific to the role: CompTIA Network , CompTIA Security , ITIL Foundations certification, Cisco & Microsoft, etc.

Preferred Qualifications: 

• Two (2) years of responsible experience in information system technical support work such as operating systems, networking, or related fields.
• Minimum of four (4) years recent experience supporting Windows, iPad/iPhone, Android and Mac OS.
• Two (2) years of experience with direct involvement in hardware break-fix processes for desktops, laptops, and mobile devices.
• Knowledge of ticketing systems for documenting and completing work.
• Knowledge of Windows installation/support/troubleshooting tools and working with hardware and software vendors.
• Knowledge of Windows profile management for supporting information transfers between computers.
• Knowledge of TCP/IP, DNS, and client-side connectivity troubleshooting.
• Some college work preferred.

The IT Technical Support Analyst I’s job responsibilities include:

• Provide support and management of client devices and computer endpoints.
• Provide expert level support of Windows Operating Systems (10 and higher), iPad/iPhone, and Android client devices.
• Office 2016, 2019, O365 support.
• Install and set up new computer workstations; responds to requests for equipment.
• Ability to troubleshoot and resolve complex software and hardware issues on endpoints and other technology equipment.
• Perform break-fix repairs on desktops, laptops, mobile devices and other technology equipment.
• Provide technical support through in-person and remote support utilizing phone, email and remote tools.
• Develop recommendations for procedures to prevent problems.
• Evaluating and resolving complex problems that arise.

Working Conditions

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, stooping, kneeling, crouching, reaching, walking and repetitive motions.

Physical Demand

Medium work- Depending on assignment, positions, in this class typically exert up to 50 pounds of force occasionally, up to 25 pounds of force frequently.

Criminal Justice Information Systems (CJIS) Background Check

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Conviction, Class B Misdemeanor Convictions in the last 10 years, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Deferred Adjudication in the last 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and ALL Family Violence Convictions regardless of class.