Sr. IT Technical Support Analyst - Network & Voice Services

Pay Range: $38.97 - $50.66 hourly ($81,058 – 105,376 annually)

Job Posting Closing on: Monday, August 18, 2025

Workdays & Hours: FLSA Exempt position. Monday – Friday 8am – 5pm; some evening/weekend work required. Hybrid on-site work model available with supervisory approval; staff are required to be on-site at least 2 days per week.

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. 🌆

A Sr. IT Technical Support Analyst position is available with the City of Fort Worth IT Solutions Department’s Network & Voice Services Division. The Sr. IT Technical Support Analyst helps the City build strong Neighborhoods, develop a sound economy, provide a safe community and fosters a healthy environment by having a well-designed and strong network infrastructure; crucial to these city efforts. Since a significant level of discretion is given to this position, you will have every opportunity to effect positive change. How this role accomplishes this goal is listed below:

• Responsible for voice and network infrastructure relied on by those that support the more than 800,000 citizens of Fort Worth.
• Provide network support to the City’s First Responders.
• Join a diverse team that is committed to making continuous network improvements.
• Large network with multiple IT Solutions/Technologies at your fingertips.

Minimum Qualifications:

• Bachelor’s degree from an accredited college or university with major course work in Computer Science, Information Systems, or a related field.
• Four (4) years of responsible experience in formation system technical support work such as operating systems, networking, server backup and recovery, or related fields.
• 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:

• Three (3) years of responsible experience in large-scale Unified Communications.
• Expert in all facets of Unified Communications, including but not limited to CUCM, SME, Unity Connection, Unified Contact Center Express (UCCX), VCS Expressways, voice gateways, SCCP, SIP/CUBE, analog, and ISDN signaling.
• Knowledge of network fundamentals; routing & switching, QOS & COS.
• CCNP – voice certification.

The Sr. IT Technical Support Analyst’s job responsibilities include:

• Install, maintain, upgrade (software/firmware), and troubleshoot the City’s voice systems.  This includes but is not limited to Cisco Unified Communications Manager (CUCM), Cisco Unity, Cisco Unified Contact Center Express (UCCE), Cisco Finesse, Cisco Webex, and voice gateway routers
• Assist in cross-training other team members in regard to voice systems
• Monitor, analyze, and optimize voice and network systems’ performance – strive for continual improvement
• Scripting and automation of IVR functions for our call centers

Working Conditions

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions.

Physical Demand

Sedentary Work – Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or or constantly having to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Apply Now! Come be part of something special in Fort Worth. 🌟

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 Convi