Technical Support Analyst - Service Now Support in Fort Lauderdale, Florida at City of Fort Lauderdale

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.

• 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.
6. 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/)

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—including Microsoft Copilot for Microsoft 365, SharePoint Online, ServiceNow, and core desktop systems—to improve adoption, enhance efficiency, and support organizational technology proficiency.

The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.

Click here for an overview of employment information including our benefits package.

Click here for additional Federation of Public Employees management benefits.

Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan!
Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale! Click here for more information or to see if you qualify.

In addition to the competitive benefits package and salary, the City of Fort Lauderdale participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees. All new City of Fort Lauderdale employees are automatically enrolled in FRS. Click here to view additional information on the Florida Retirement System.

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