Technical support analyst (part-time)

The Position Come to a City that Builds Careers! As one of the largest cities in Broward County, the City of Hollywood provides an energetic, innovative and collaborative work environment for its employees. Want Top Notch Insurance? We offer low cost health insurance giving you the best value - Medical, Dental, Vision and Flexible Spending Plans. Need Work Life Balance? We have got you covered with a 4-Day Work Week and an Award Winning Wellness Program. And We Don’t Stop There. The City of Hollywood provides a generous Paid Time Off Program inclusive of 13 Paid Holidays, Vacation Leave, Personal Leave, and Sick Leave. Repaying Student Loans? Employees at the City with 10 years of public service and on-time payments qualify for the Federal Student Loan Forgiveness Program. Let’s Partner Together and Come Grow with the City of Hollywood. Apply Now! For more information about this position and our competitive pay, benefits package and pension plan, refer to this job posting or our City website at City website.

JOB SUMMARY

Under the general supervision of the Help Desk Manager, performs highly technical and specialized work for IT infrastructure, applications and services. This role ensures secure, reliable, and efficient IT services by applying recognized industry best practices for cybersecurity and IT service management. The Technical Support Analyst serves as a Tier 2 escalation point for advanced technical issues, supports enterprise IT initiatives, and drives continuous improvement to meet evolving business and regulatory needs. Responsibilities include managing escalated technical issues, supporting service operations, and contributing to strategic projects that enhance resilience and service quality. Work is reviewed through conferences and written reports for achievement of desired objectives.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

The following core responsibilities are outcome-focused and adaptable to changing technologies and organizational priorities:

Service and Operations

• 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.

Security and Risk Management

• 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.

Technical Support and Collaboration

• 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.

Continuous Improvement and Knowledge Sharing

• 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.

Project and Change Management

• Participate in IT projects, ensuring alignment with organizational goals and compliance requirements.
• Support change management processes for system modifications and implementations.

Emergency and Specialized Support

• 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.

Customer Service and Public Interaction

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.

The Requirements

EDUCATION/EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.

• 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.
• Additional education and experience or an equivalent combination of training and experience may be substituted for the above requirements.

CERTIFICATES, LICENSES, REGISTRATIONS:

• MS A+ certification (preferred)
• CompTia Network+ (preferred)
• Microsoft 365 Administrator certification (preferred)
• ITIL Foundation certification (preferred)
• CompTIA Security+ certification (preferred)
• 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

KNOWLEDGE, SKILLS AND ABILITIES:

• 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.
• Perform other duties within the scope of IT support services as directed.
• Ability to maintain professionalism, confidentiality, inclusivity, and collaboration; establish effective relationships with colleagues, supervisors, managers, vendors, and the public.

PHYSICAL DEMANDS:

The physical abilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to conduct sedentary work, light work, medium work, heavy work, very heavy work, feel, fingering object, grasp, handle, hear, kneel, lift, make rational decisions, push, reach, speak, stand, visualize, and walk. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Work involves sedentary to light physical activity work in an office setting. This position works in a relatively safe, secure, and stable work environment.

The Examination

Required Education and Background Information:

Look over the announcement carefully to determine your eligibility. Please note minimum education and experience requirements. Closed competitive positions are open only to employees while open competitive positions are open to anyone who meets the minimum qualifications for the position. Evidence of a GED test score is required if submitted for high school diploma. Applicants are responsible for clearly documenting work experience and/or providing all relevant information at the time of application. Additional information will not be accepted after the announcement closing date.

Examination:

Depending on the number of applicants and the quality of their education and experience, the examination may consist of one or more of the following tests: written examination, performance examination, education and experience evaluation, oral examination and/or other job related examinations. You will be notified of the time and place of your examination when you file or later by mail. A passing grade is required on each part of the process. Repeated participation in any examination for which the same test is used is limited to once every 6 months. Your examination results will be sent by email as soon as possible after the grading is completed. Final passing grades are used to determine a candidate's position on the eligibility list of successful candidates. Departments fill vacancies from this list. The top three names are considered for each vacancy unless otherwise modified. Those not appointed are returned to the eligibility list for further consideration in accordance with the Civil Service Ordinance. Your name will remain on a register for one year for open competitive examinations and two years for closed competitive except where labor contract conflicts. Your name may be removed from an eligibility list prior to one year according to Hollywood's Civil Service Ordinance or labor contracts. Your eligibility may be canceled if you refuse a position or if you are not available for work. You are responsible for notifying the Employment Office, in writing, of any change in your address or telephone number.

Special Accommodation and Communication Needs:

The City of Hollywood provides necessary reasonable accommodation in the examination process upon request to persons with disabilities. Such requests must be made PRIOR to any scheduled examination.

Veteran's Preference:

The City values the service that veterans and their family members have given to our country, and as such, proactively recruits and hires veterans and qualified spouses to the greatest extent possible. Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for postsecondary educational requirements. To obtain veteran's preference, candidates MUST submit a copy of separation papers (DD214) and meet eligibility requirements as stipulated by the Florida Statutes. For additional information, please refer to the Florida Department of Veterans' Affairs.

Additional Information

All successful applicants will be required to pass an extensive background which may include criminal history searches, driving history checks, credit report, courthouse searches, education verification, employment verification, professional license verification, or other search methods as deemed necessary for the position. In addition, the applicant will be required to undergo a medical examination, which may include a drug screening, prior to appointment.

EMPLOYMENT OF RELATIVES:

The City of Hollywood has an Ordinance which regulates the employment of relatives of City employees. Effective January 28, 2008, a relative may only be hired under the following additional conditions: The relative must have competed in an appropriate examination process as determined by Human Resources and be placed on a civil service eligibility list; The relative must be among the top three ranked candidates available on the certified eligibility list unless expanded by the Civil Service Board; The Department or Office Director and the Director, Human Resources must demonstrate that it is in the best interests of the City of Hollywood to hire the relative of a public officer or employee. As of 12/15/2005 the City will require all newly hired employees to sign an affidavit affirming non-usage of tobacco or tobacco products within the last year prior to submission of application and will continue to be a non-user of tobacco products throughout employment with the City of Hollywood.

REASONABLE ACCOMMODATION:

The Employment Office will make reasonable efforts in the examination and workplace to accommodate persons with disabilities. Please advise Human Resources of special needs by calling (954) 921-3216. All applicants receive consideration for employment regardless of race, color, religion, gender, national origin, age, abilities, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression (except as limited by law, Personnel Rules, Collective Bargaining Agreements, or bona fide occupational disqualifications). The City of Hollywood is an Equal Opportunity / Equal Access Employer.