IT Technical Support Analyst I - Public Safety Field Support

Job Description:

IT Technical Support Analyst I - Public Safety Field Support

Description

IT Technical Support Analyst I - Public Safety Field Support
at The City of Fort Worth
Information Technology

Pay Range: $28.62 - $35.78per hour ($59,534 - $74,418 annually)

Job Posting Closing on: Sunday, July 20, 2025

Workdays & Hours: FLSA Exempt position. Schedule may vary based on operational needs. Some positions may be assigned to a 4/10 or 5/8 workweek. All roles participate in a 24/7/365 on-call rotation with 1-hour response times.

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities. Find Out More!

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

An IT Technical Support Analyst I position is available with the City of Fort Worth IT Solutions' new Public Safety Field Support division. The Public Safety Field Support team provides end-user technical support to the City of Fort Worth's first responders, including Police, Fire, and Emergency Medical Services personnel. The team ensures the reliable operation of field-deployed technology used by public safety professionals, delivering responsive service to support mission-critical operations in dynamic environments.

Minimum Qualifications:

• High school diploma/GED and one year of responsible computer-related experience.
• Minimum of one (1) certification specific to the Technical Support division.
• Valid Driver's License.
• Candidate selected for hire must pass a CJIS background check (see below for details).

Preferred Qualifications:

• Some college work preferred.
• One (1) or more of the following certifications: CompTIA A+, Google IT Support Certification, HDI Desktop Support Technician (DST).
• At least one (1) year of experience providing end-user support in a field-based or mobile environment.
• Familiarity with IT service management (ITSM) tools and basic ticketing systems.

The IT Technical Support Analyst I's job responsibilities include:

• Respond to and resolve basic technical support requests from police, fire, and EMS personnel in the field.
• Install, configure, and maintain desktop and mobile devices, including laptops, tablets, and related accessories.
• Assist with the setup and troubleshooting of mobile data computers (MDCs), printers, and docking stations.
• Perform routine maintenance tasks and updates for operating systems and public safety applications.
• Escalate more complex issues to higher-level analysts or team leads in accordance with standard procedures.
• Document support activities and resolutions in the IT service management (ITSM) system.
• Maintain and track assigned inventory of IT equipment and accessories.
• Participate in the 24/7 on-call rotation, ensuring timely response to critical incidents impacting first responder technology.

Working Conditions

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, stooping, kneeling, crouching, reaching, walking, repetitive motions, climbing, balancing, pushing, pulling and lifting.

Physical Demand

Light Work - Depending on assignment, positions in this class typically exert up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly having to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for the Sedentary Work category and the worker sits most of the time, the job is rated Light Work.

Criminal Justice Information Systems (CJIS) Background Check

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Conviction, Class B Misdemeanor Convictions in the last 10 years, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Deferred Adjudication in the last 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and ALL Family Violence Convictions regardless of class.

Conditions of Employment

The City of Fort Worth is proud to be an Equal Employment Opportunity employer. It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non-merit factor.

The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions.

Candidates who do not meet the Education requirement, may be considered if they have more relevant work experience than the position requires. Those selected for employment will be required to pass Pre-Employment checks depending on the position requirements. Those could include, but are not limited to: criminal background check, drug screen, education verification, etc. criminal convictions will be considered on a case-by-case basis. Employees are paid by direct deposit only.

Closing Date/Time: Sunday, July 20, 2025

Salary:

$28.62 - $35.78