Technical Support Analyst I
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About The Position
The Technical Support Analyst I position at the City of Delray Beach is an intermediate level technician role responsible for providing comprehensive support for Office Automation (OA). This position serves as the first level of support for all issues that come into the help desk department. The analyst will be tasked with Desktop Management and advanced technical tasks, which include the implementation and interconnection of microcomputers, local area networks (LAN), and both hardware and software systems. This role is crucial for ensuring that various levels of management and staff have access to all necessary applications, files, and decision support systems. The position operates under the general supervision of the IT Support Manager. Key responsibilities include coordinating the activities of departmental microcomputers, laptops, tablets, and LANs, as well as implementing and maintaining IT inventory. The analyst will create and maintain PC and laptop images, manage Microsoft Kiosk Server and clients, and train other IT employees in tools such as AD Manager and PDQ Deploy. Additionally, the role involves performing Microsoft 365 email flow analysis, eDiscovery, and content searches, as well as collaborating with IT staff to design and install hardware and software for new networks or modifications to existing ones. The Technical Support Analyst I will also provide support for desktop services, including applications, printers, and peripheral devices. Responsibilities extend to system administration functions, VoIP telecommunication, user training, and following established problem resolution procedures for both software and hardware issues. The analyst will participate in resolving complex network problems and will be responsible for the implementation, maintenance, licensing, and updates for all third-party applications. The role also includes managing mobility devices and peripherals that connect to the City of Delray Beach's computer network. The position requires a proactive approach to maintaining user login scripts, conducting user acceptance testing for software deployments, and assisting in the acquisition and budgeting for new equipment. The analyst will also be expected to adhere to ITIL and ITSM practices, remain current on technology trends, and foster positive employee relations across the organization. All functions must be performed in accordance with the Palm Beach County Code of Ethics and Florida State Statutes 112.313.
