IT Technical Support Analyst I - Desktop Field Services

Pay Range: $28.62 – $35.78/hr. I $59,534 - $74,418 annual compensation

Job Posting Closing on: Monday, November 10, 2025 📅

Workdays & Hours: FLSA Nonexempt position. Monday – Friday 8am – 5pm; some evening/weekend work required. Required to participate in a 24/7/365 On-Call rotation with 1hr 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 over 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’ Desktop Services Division. This position provides level 2 technical support for users to resolve various issues involving hardware, software, and peripherals. Maintains computing infrastructure including imaging, configuring systems, installing and troubleshooting hardware and software. Provide customer service, identify problems and provide solutions ensuring prompt and permanent resolution.

Minimum Qualifications:

• High school diploma/GED.
• One (1) 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:

• One (1) or more of the following certifications: MCP, MCSE, CompTIA Network+, CompTIA Security+, ITIL Foundations certification, Google IT Support Certification, HDI Desktop Support Technician (DST)
• Four (4) years of recent experience supporting Windows, iPad/iPhone, Android and Mac OS. 2 Years of experience with direct involvement in hardware break-fix processes for desktops, laptops, and mobile devices
• Knowledge of ITIL processes and ticketing systems for documenting and completing work
• Knowledge of Windows installation/support/troubleshooting tools and working with hardware and software vendors
• Knowledge of TCP/IP, DNS, and client-side connectivity troubleshooting
• Some college work preferred

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

• Provide support and management of client devices and computer endpoints.
• Provide expert level support of Windows Operating Systems (10 and higher), iPad/iPhone, and Android client devices.
• Office 2016, 2019, O365 support.
• Install and set up new computer workstations; responds to requests for equipment.
• Ability to troubleshoot and resolve complex software and hardware issues on endpoints and other technology equipment.
• Perform break-fix repairs on desktops, laptops, mobile devices and other technological equipment.
• Provide technical support through in-person and remote support utilizing phone, email and remote tools.
• Develop recommendations for procedures to prevent problems.
• Evaluating and resolving complex problems that arise.
• Other related duties as required.

Working Conditions and Physical Demands

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

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 Misdemeano