Police Technical Support Analyst I

Join the City of Delray Beach, FL and support a mission-critical public safety technology environment onsite in Delray Beach. This Technical Support Analyst I role combines hands-on endpoint support with direct impact on the Real-Time Crime Center and the 24/7 911 Communications/CAD Dispatch Center, including rotating on-call duties and emergency response troubleshooting. Work is guided by strict state and federal security mandates, including Criminal Justice Information Services (CJIS), with an environment that values professionalism and positive employee relations.

What you’ll do

• Provide tier-level technical assistance, troubleshooting, and lifecycle management for department-issued endpoints, including desktops, rugged laptops, mobile tablets, and smartphones.
• Support high-availability services for the Real-Time Crime Center (RTCC) and the 911 Communications/CAD Dispatch Center, prioritizing high-severity tickets that affect emergency services.
• Install, update, and troubleshoot specialized public safety applications including Computer-Aided Dispatch (CAD), Records Management Systems (RMS), Mobiles (MDT), and Fleet camera systems.
• Provision, modify, and terminate user accounts, manage access permissions and software licensing in line with agency security protocols and CJIS standards.
• Deploy, configure, and maintain mission-critical hardware such as in-car mobile data computers (MDCs), CCTV systems, and digital in-car video systems to support evidence compliance and reliable upload connectivity.
• Implement and maintain IT inventory, and create and maintain PC and laptop images.
• Set up, use, and train other IT employees in AD Manager and PDQ Deploy.
• Create and maintain Azure Static and Dynamic Groups and users; perform system administrator functions involving Active Directory, user profile management, additions and deletions, and LAN computer moves/adds/changes.
• Provide end user training for general PC use, printer/copier usage, and application usage.
• Follow established IT procedures for problem resolution and problem determination, running diagnostics to identify hardware issues and repairs.
• Participate in resolving more complex network problems and coordinate with IT staff when conflicts involve applications, operating systems, or network infrastructure.
• Handle video conferencing and audio/visual support for meetings.
• Maintain third-party application licensing, updates, and installations.
• Support peripherals connected to the City network, including VOIP phones, printers, copiers, scanners, cameras, and other devices.
• Run user acceptance testing for image and software deployments.
• Assist with part numbers and cost estimates for computers, laptops, handheld devices, and peripheral needs for departmental budget analysis.
• Evaluate software, test new software, upgrade equipment, and train end users.
• Participate in the monthly on-call schedule, adhere to ITIL and ITSM practices, and remain current with technology and training.
• Foster positive employee relations and morale City-wide and perform all duties in accordance with the Palm Beach County Code of Ethics and Florida State Statutes 112.313.

What you’ll bring

• Associate’s Degree in Computer Science or related field.
• Minimum of three (3) years experience working with computers and LAN environments, or five (5) years experience in Desktop Management with advanced technical tasks including implementation and integration of computers, LAN, and hardware/software.
• Previous public safety environment experience is preferred but not required.
• Must possess or obtain CJIS Security Awareness Certification within the required timeframe; must pass a state and federal criminal background check in accordance with CJIS requirements.
• Must obtain a limited access certification for FDLE.
• Valid Florida driver’s license with acceptable driving history.
• Knowledge of computer/laptop/tablet/iPad capacities and limitations, operating systems and application software, and data communications and local area networking concepts.
• Knowledge of MS Windows, MAC, and Android operating systems; LAN concepts and terminology; software/hardware that interacts with host computers.
• Ability to understand and follow oral and written instructions, interact with end users, plan and conduct preliminary training, and manage/prioritize routine through specialized and complex assignments.
• Skill using personal computer and office software such as MS Word, MS Excel, and electronic mail.
• Ability to communicate effectively in oral and written form and adapt to an evolving environment.

Additional details

• Location: Delray Beach, FL (onsite)
• Salary: USD 51,355 - 86,278 per year
• On-call: Monthly on-call schedule; rotating emergency response support
• EEO: EEO Statement
• Veterans’ preference: Applies
• Workplace: Non-Smoking

Work environment

• Frequently required to sit, talk or hear, use hands, and reach with both hands and arms.
• Occasionally required to walk, stand, kneel, bend, or stoop; may lift or move up to 25 lbs.
• Vision abilities include close vision, color perception, and ability to adjust focus.
• Works inside and outside with noise and dust; works with electrical energy; may work in poor lighting.

Technologies you may work with

• Real-Time Crime Center (RTCC), 911 Communications/CAD Dispatch Center, CAD, RMS, MDT, Fleet camera systems
• CJIS, FDLE, AD Manager, PDQ Deploy
• Active Directory, Azure Static and Dynamic Groups
• VOIP, CCTV, digital in-car video systems, in-car mobile data computers (MDCs)
• ITIL, ITSM
• MS Windows, MAC, Android, MS Word, MS Excel