IT Support Technician

Job Title: IT Support Technician

Department: Department of Innovation and Technology

Contract/Grade: Grade 7, Personnel Policies, Management Provision       

Compensation: Pay range begins at $28.54 per hour, actual pay dependent on qualifications

FLSA Status: Exempt, Full-Time, Benefit Eligible

Work Schedule: 40 hours per week

Reports to: Chief Technology Officer

Number of Openings: 1

1.   Nature of Work:  The Technology Specialist is responsible for providing end-user support with problems relating to evolving technologies, hardware, software, vendor, and computer network issues.  A successful technician will limit equipment downtime, be an effective communicator who manages expectations, conduct business  on-time, and provide the highest level of customer service.  The Technician will install, configure, and support networks, servers, phones/phone systems, PC desktops, and laptops, provide account administration, systems security, maintenance and management of all server and network infrastructure, data closets, power, and environmental systems as well as independently diagnose, troubleshoot, repair, replace, and install equipment as necessary.  This position is also responsible for the management of the town’s website.  Responsible for the planning, reviewing, and scheduling, of work.  Is available on-call during non-business hours, including weekends as necessary.  Is familiar with social media and website technology and has required Microsoft 365 certifications or equivalent. The employee is required to perform all similar or related duties.

2.     Supervision Received:  Under direct supervision of the Chief Technology Officer, the employee is familiar with the work routine and uses initiative in carrying out recurring assignments independently without specific instruction.  The Chief Technology Officer provides instruction for new or unusual assignments.  The employee is expected to solve through experienced judgment most problems of detail or unusual situations by adapting methods or interpreting instructions to resolve the particular problem.  Instructions for new assignments or special projects usually consist of statements of desired objectives, deadlines, and priorities.  Technical and policy problems or changes in procedures are discussed with the supervisor, but ordinarily, the employee plans the work, lays it out, and carries it through to completion independently.  Work is generally reviewed only for technical adequacy, appropriateness of actions or decisions, and conformance with policy or other requirements; the methods used in arriving at the end result are not usually reviewed in detail. Performs varied and responsible functions requiring comprehensive knowledge.  The employee must exercise independent judgment in responding to inquiries, in dealing with the public, and in administering related functions.

3.      Supervisory Responsibility:  Does not have any supervisory responsibility.

4.      Confidentiality:  Employee has regular access to confidential information obtained during the performance of regular position-related responsibilities in accordance with State Public Records Law such as; official bid documents, and personnel files.  Confidentiality must be maintained with regard to this information in accordance with Departmental Policy and the Public Records Act.

5.      Accountability:  Errors, missed deadlines or poor judgment could severely jeopardize department operations, result in delay and confusion in the provision of service, cause personal injury, and significant damage to buildings/property, legal repercussions, monetary loss and negative public relations for the Town or have extensive financial and legal repercussions, excessive costs, delay of service delivery, and adverse public relations.  Duties include department level responsibility for technical processes, service delivery, and contribution to municipal wide plans and objectives and fiscal responsibility for the Town. 

6.      Judgment:  Guidelines may be in the form of administrative or organizational policies, general principles, legislation, or directives that pertain to a specific department or functional area.  Extensive judgment is required to develop new or adapt existing methods and approaches for accomplishing objectives or to deal with new or unusual requirements within the limits of the guidelines or policies.  The employee is recognized as the department or functional area’s authority in interpreting the guidelines, in determining how they should be applied, and in making recommendations for operating policies, standards, or criteria.

7.      Complexity:  The work consists of employing many different concepts, theories, principles, techniques, and practices.  Assignments typically concern such matters as studying trends in the field for application to the work; assessing services and recommending improvements; planning short and long-range projects; and devising new techniques for application to the work, and recommending policies, standards or criteria.

8.      Nature and Purpose of Public Contact:  Employee interacts constantly with co-workers and occasionally with the public involving frequent explanation, discussion or interpretation of practices, procedures, regulations or guidelines in order to render service, plan or coordinate work efforts, or resolve operating problems. Excellent communication and customer service skills are required involving courtesy, tact, and diplomacy in resolving complaints or concerns of employees or the public.

9.      Essential Functions:  The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or logical assignment to the position.

1.      Responsible for providing end-user support with problems relating to hardware, software, vendor, and computer network issues.

2.      Performs network monitoring and troubleshooting to maintain network security from computer viruses as well as unauthorized users.

3.      Available on-call during non-business hours, including weekends.

4.      Familiar with social media and website technology.

5.      Researches and resolves computer or network-related problems; provides on-the-job training support for town employees on the effective application of software and hardware.

6.       Provides maintenance and performs routine repairs to computers, printers, and audio/video equipment as needed.

7.      Assists the Chief Technology Officer in designing and updating short and long-range technology plans as well as server maintenance, upgrades, and operation.

8.      Effectively communicates, manages expectations, conducts business on time, and provides the highest level of customer service.

9.      Installs configures and supports networks, servers, phones/phone systems, PC desktops, WiFi access points and laptops (ex. Windows 10/11, Windows Server 2012/16/20, HPE/Aruba network switches, Fortinet Firewalls, Veeam Backups, Sophos A/V).

10.  Provides account administration (i.e. Hybrid Active Directory-Azure environment), systems security, maintenance, and management of all servers, network infrastructure, data closets, power, and environmental systems

11.  Independently diagnose, troubleshoot, repair, replace, and install equipment as necessary.

12.   Responsible for the management of the town’s website and audio/visual broadcast and media systems.

13.   Responsible for the planning, reviewing, scheduling, and supervising work and performs

14.  Effectively works with vendors and contractors as needed to facilitate repairs in a timely manner.

15.  Limit the negative impact caused by down or inoperable equipment to have the least possible negative effect on business operations.

10.  Recommended Minimum Qualifications:

Education and Experience: Bachelor’s Degree preferred, equivalent work experience with two years of previous experience and/or training in computer networking required. Office Microsoft 365 certification, networking certification or equivalent desirable.  IT-related experience, or equivalent combination of education, training, and experience, which provides the required knowledge, skills, and abilities to perform the essential functions of the job.  Must have strong customer service as well as written and verbal communication skills.  Possess sound judgment and problem-resolution ability.  Ability to manage and prioritize multiple work priorities under time-sensitive deadlines.

Special Requirements:  Must have a valid driver’s license.

11.  Knowledge, Abilities and Skill

Knowledge:  Working knowledge of office and financial software, various operating systems, desktop and hardware, telecommunication and programming; working knowledge of municipal government and budgetary/fiscal procedures.

 Abilities:  Ability to meet with and assist employees, town officials, providers, and partners effectively and appropriately.  Ability to communicate clearly in written and oral form; ability to establish and maintain cooperative relationships with town officials and governmental representatives; ability to respond to technical problems and emergencies in a timely and effective manner; ability to present information and communicate clearly, both orally and in writing both individual and group instruction and evaluate skill competencies and knowledge; ability to operate a personal computer and office software; ability to maintain, a and complete multiple tasks in a detailed and timely manner; ability to establish and maintain effective working relationships. Able to exhibit a strong work ethic with the capability to adapt to the rapidly changing technology environment.  Ability to make basic arithmetical computations and tabulations in a timely and accurate manner, maintains confidential information, and maintain, manage, and organize complex records.

Skill:  Advanced skill in the use of personal computers and office software including word processing, database, and spreadsheet applications.  Excellent customer service, interpersonal and organizational skills; excellent analytical and communication skills.

12.  Work Environment:  The work environment involves everyday discomforts typical of offices with regular interruptions from the public and other Town employees.  Noise or physical surroundings may be distracting, but conditions are generally not unpleasant.  In addition, the employee may be exposed to intermittent machine or related noise or a combination of unpleasant elements.  Work may involve general cleaning, occasional work at heights or in cramped quarters or work around completing several unrelated tasks within a relatively short period of time.  Employee may be required to work beyond normal business hours to attend evening meetings and to accomplish work assignments.

13.   Occupational Risk:  Duties of the job present little potential for injury.  Risk exposure is similar to that found in typical office settings.  Duties generally do not generally present occupational risk.  Personal injury could occur, however, through employee failure to properly follow safety precautions or procedures.  Examples of injury may include bruises from falls, minor cuts or burns, muscular strains, and serious personal injury.

14.  Physical and Mental Requirements:  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.  Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.

Physical Demands:  Work requires some agility and physical strength, such as moving computer equipment or standing or walking most of the work period.  Work requires lifting heavy objects and carrying them.  There may be a need to stretch and reach to retrieve materials.  Usually, the work will require extended physical effort over a significant portion of the day.  Must be able to lift 50 lbs, kneel down and sit down on the floor for 30 minutes, and work in small spaces for a minimum of one hour.

15.  Motor Skills:  Duties involve assignments requiring the application of hand and eye coordination with finger dexterity and motor coordination.  Examples include using a personal computer and/or most other office equipment, typing, and or word processing, filing, moving objects, sorting papers, or operating a motor vehicle.

16.  Visual Demands: The position requires the employee to constantly read documents and reports for understanding and analytical purposes.

(This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.)