Technical Support Analyst I

The City of Delray Beach is seeking an on-site Technical Support Analyst I to join its IT team in Delray Beach, Florida. This intermediate role centers on first-level Service Desk support, desktop management, and administration of Active Directory and Microsoft 365, with duties spanning the setup and interconnection of microcomputers, LANs, and related hardware and software to ensure reliable access to applications and decision-support systems.

Location and Compensation

Location: Delray Beach, FL (onsite)

Salary: USD 24 - 39 per hour

Overview

As an intermediate level specialist, you will handle a broad range of tasks from initial user support to deeper system administration. The role covers Active Directory and Microsoft 365 administration, while coordinating the deployment and integration of desktops, laptops, tablets, and other devices to support application access and data workflows across the city.

Responsibilities

• Coordinate the management of department computers, notebooks, tablets, iPads, and LANs.
• Establish and maintain the IT inventory system.
• Develop and sustain standard PC and laptop image configurations.
• Create and manage Microsoft Kiosk Server settings and client configurations.
• Set up, operate, and train colleagues in AD Manager and PDQ Deploy.
• Manage Azure Static and Dynamic Groups and user accounts.
• Analyze Microsoft 365 email flow, perform eDiscovery, and conduct content searches.
• Collaborate with IT staff on hardware and software design for new networks and modifications to existing networks.
• Provide desktop services support for applications, printers, and peripheral devices.
• Administer network and application systems, including Active Directory users, profile management, account provisioning, and LAN moves/adds/changes.
• Handle VoIP and Unified Communications moves/adds/changes.
• Deliver end-user training on general PC usage, printers/copiers, and application usage.
• Follow established problem resolution procedures to fix software issues and apply upgrades.
• Run diagnostics to identify hardware problems and follow procedures for hardware repair or replacement.
• Contribute to resolving more complex network problems and escalate when necessary.
• Provide broadcasting, video conferencing, and AV support for meetings.
• Install communications equipment and associated software.
• Coordinate with other technical staff to resolve conflicts between applications and client/server OS or network infrastructure.
• Oversee implementation, licensing, and updates for all third-party applications.
• Manage mobility devices including laptops, tablets, iPads, and smartphones.
• Support printers, copiers, scanners, cameras, and other peripherals connected to the City network.
• Configure and maintain user login scripts.
• Perform user acceptance testing for images and software deployments.
• Assist with part numbers and cost estimates for computing devices and peripherals; analyze needs against departmental budgets.
• Assist in the procurement of microcomputers, laptops, handheld computers, and peripheral devices.
• Maintain an equipment inventory and track maintenance and utilization for performance measurement.
• Evaluate software, test new applications, upgrade equipment, and provide end-user training.
• Participate in the weekly on-call schedule.
• Adhere to ITIL and ITSM practices and stay current on relevant technology and training.
• Foster positive employee relations and morale on a city-wide basis.
• Comply with Palm Beach County Ethics Code and Florida Statutes 112.313 in all duties.

Technologies

• Active Directory
• Microsoft 365
• AD Manager
• PDQ Deploy
• Microsoft Kiosk Server
• Azure Static and Dynamic Groups
• eDiscovery
• Content Searches