Police Technical Support Analyst I

Under the general supervision of the Police Technology Manager, the Technical Support Analyst manages the day-to-day installation, configuration, and troubleshooting of all department-issued hardware, software, and peripheral devices.
This position supports a highly specialized public safety technology environment. This includes standard enterprise endpoints (desktops, laptops, tablets, and mobile smartphones) as well as critical tactical equipment, such as in-car video systems. Additionally, the role provides direct technical support and emergency troubleshooting for the agency’s Real-Time-Crime Center and the 24/7 911 Communications/CAD Dispatch Center. Work is performed in accordance with strict state and federal security mandates, including Criminal Justice Information Services (CJIS) standards. The position requires a high degree of independence, a professional demeanor when interacting with law enforcement personnel, and the ability to participate in a rotating on-call schedule and emergency response.

• Provide tier-level technical assistance, troubleshooting, and lifecycle management for all agency-issued endpoints, including desktops, rugged laptops, mobile tablets, and smartphones. Ensure maximum uptime, rapid troubleshooting, and hardware/software maintenance for the Real-Time Crime Center (RTCC) and 911 Communications/CAD Dispatch Center, prioritizing high-severity tickets impacting 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, access permissions, and software licensing in compliance with agency security protocols and Criminal Justice Information Services (CJIS) standards.
• Deploy, configure, and maintain mission-critical specialized hardware, including in-car mobile data computers (MDCs), CCTV systems and digital in-car video systems, ensuring evidence compliance and seamless upload connectivity.
• Implements and maintains IT inventory.
• Create and maintain PC and Laptop images.
• Setup, 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 of network and applications, including but not limited to, Active Directory users, user profile management, additions and deletions, and LAN activities - computers moves/adds/changes.
• Perform end user training, including but not limited to, general PC usage, printer/copier usage, application usage.
• Follow established problem resolution procedures in resolving software problems and applied corrective service to upgrade software.
• Run diagnostics and determine possible hardware problems and repairs.  Follow established problem determination procedures in performing hardware problem analysis.
• Participate in resolving more difficult network problems and obtain IT assistance when necessary.
• Provide video conferencing and audio/visual support for meetings.
• Coordinate with other technical staff in identifying and resolving problems that may be related to conflicts between the applications and client or server operating systems or network infrastructure.
• Responsible for implementation, maintenance, licensing, and updates for all third-party applications. 
• Responsible for VOIP phones, printers, copiers, scanners, cameras, and other peripherals that attach to the City of Delray Beach computer network or PC’s.
• Perform user acceptance testing of all images and software deployments.
• Assist in supplying part numbers and cost estimates for computers, laptops (notebook computers), handheld computers and peripheral devices, analysis of needs and departmental budget.
• Evaluate software and test new software; upgrade equipment and provide training to end-users.
• Participate in monthly on-call schedule.
• Adheres to ITIL and ITSM practices.
• Remains current on technology and training pertaining to this position.
• Fosters positive employee relations and employee morale on a City-wide basis.
• Perform all functions and responsibilities according to the Palm Beach County Code of Ethics and Florida State Statutes 112.313.

Associate’s Degree in Computer Science or related field and a minimum of three (3) years of experience working with computers and LAN environments or five (5) years of experience in Desktop Management, advanced technical tasks to include the implementation and integration of computers, LAN and hardware and software. Previous experience in a Public Safety environment is preferred but not required.
Licenses & Certifications
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 the capacities and limitations of computers, laptops (notebook computers), tablets, and iPad, operating systems and application software and functions.  Knowledge of the latest technology and theory of data communications and local area networking.  Knowledge of software/hardware that interacts with host computers.  Knowledge of LAN concepts and terminologies.  Knowledge of MS Windows, MAC, Android operating systems.   Ability to understand and follow oral and written instructions.  Ability to establish and maintain effective work relationships.  Ability to interact with end-users.  Skill in planning and conducting preliminary training for users.

Ability to manage and prioritize routine, specialized and complex assignments and problems utilizing knowledge acquired through prior education, training, and experience. Ability to communicate effectively in oral and written form.   Ability to adapt to an evolving and continually improving environment.  Requires demonstrated ability to utilize personal computer and office software such as MS Word, MS Excel and electronic mail.  

The abilities expected of all employees include being able to respond to supervision, guidance and direction of superiors in a positive, receptive manner and in accordance with stated policies, be appropriately groomed and attired so as to present a professional image in accordance with the organization’s mission, goals, and policies; report for work promptly and properly prepared at the time and place required by the assignment or orders; notify the appropriate supervisor of intended absences in accordance with stated rules; conform with standards and rules regarding use of accrued time; demonstrate a polite, helpful and courteous manner when engaged in any activity with the public; operate and care for equipment to manufacturer’s specifications and/or within the specified parameters; demonstrate an understanding, consideration, and respect of cultural, religious, and gender differences when interacting with the public and colleagues.
A comparable combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position, may be substituted for the minimum qualifications.Physical Demands/Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit and talk or hear, use hands to finger, handle, feel, or operate objects, tools, or controls, and reach with both hands and arms.  The employee is occasionally required to walk, stand, kneel, bend or stoop.   The employee must occasionally lift and/or move up to 25 lbs.  Specific vision abilities required by this job include close vision, color 
perception and the ability to adjust focus.  Works inside and outside with noise and dust.  Works with electrical energy.  May work in poor lighting.