IT Support Technician

Job Title: IT Support Technician

Department: Department of Innovation and Technology

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

Compensation: Hiring Range: $30.57 - $35.52

FLSA Status: Exempt, Full-Time, Benefit Eligible

Work Schedule: 40 hours per week

Reports to: Chief Technology Officer

1. Nature of Work:  The Support Technician serves as a first point of contact (Tier 1) for end-user technology support across Town and School environments. The position resolves common hardware, software, account, printing, classroom/audio-visual, mobile device, and endpoint connectivity issues; deploys and supports Windows and macOS computers, Chromebooks, iPads, and other approved devices, and supports Microsoft 365, Google Workspace, and approved applications. The Technician performs approved account and MFA tasks, installs and configures end-user equipment, maintains accurate asset and ticket records, and performs hands-on hardware break/fix. Basic network connectivity troubleshooting is expected; infrastructure, server, network, security, and other higher-level issues are documented and escalated appropriately. A successful Technician will minimize equipment downtime, communicate clearly, manage expectations, provide excellent customer service, and maintain ownership of assigned work through resolution or formal escalation. 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 using established procedures, documentation, and technical standards.  The Chief Technology Officer provides instruction for new or unusual assignments.  The employee is expected to troubleshoot and resolve routine end-user issues within the scope and permissions of the position, exercise sound judgment in prioritizing work and communicating with users, and recognize when an issue requires escalation. Issues requiring elevated administrative permissions, infrastructure changes, policy decisions, or specialized engineering knowledge are documented and escalated to the appropriate resource. Work is reviewed for technical adequacy, customer service, documentation, appropriateness of actions, and conformance with policy and departmental standards.

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, including personnel, account, student, security, and other sensitive information. Confidentiality must be maintained in accordance with Departmental Policy and the Public Records Act.

5. Accountability:  Errors, missed deadlines, incomplete documentation, poor judgment, or failure to escalate appropriately could result in disruption of service, security risk, equipment loss, delays, confusion, monetary loss, or adverse public relations for the Town. The employee is accountable for timely and accurate service delivery, professional communication, safeguarding assigned equipment and account access, maintaining accurate records, and keeping assigned incidents and requests moving toward resolution. 

6. Judgment:  Guidelines may be in the form of departmental procedures, knowledge base articles, administrative or organizational policies, vendor documentation, general principles, legislation, or directives.  Judgment is required to diagnose end-user problems and determine whether an issue can be resolved within Tier 1 scope or requires escalation. Technical, policy, security, or infrastructure decisions outside established procedures are discussed with the supervisor or escalated to the appropriate technical resource.

7. Complexity:  The work involves a varied mix of end-user technologies, operating systems, devices, applications, and support needs across municipal and school environments. Assignments may include multiple concurrent incidents, service requests, deployments, repairs, account issues, and classroom or conference-room technology problems. The employee must troubleshoot systematically, organize competing priorities, document work accurately, adapt to changing technology, and recognize when specialized support is required. 

8. Nature and Purpose of Public Contact:  Employee interacts constantly with co-workers and may interact with students, vendors, contractors, Town officials, and members of the public. Frequent explanation, discussion or interpretation of procedures and regulations are required in order to render service and resolve operating problems. Excellent communication and customer service skills are required, including courtesy, patience, tact, and diplomacy when assisting users or resolving complaints and concerns.

9. Essential Functions:  The essential functions or duties listed below are intended only as illustrations of the various types 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.     Provides first-line end-user support for hardware, software, user accounts, printers, classroom and conference room technology, mobile devices, and common connectivity issues.

2.     Performs initial ticket triage, gathers complete problem information, determines impact and urgency, documents troubleshooting, resolution, and next steps, communicates with users, and maintains ownership through resolution or formal escalation.

3.     Deploys and supports Windows and macOS computers, Chromebooks, iPads, and other approved endpoints, performs first-time setup, verifies successful login, and confirms required applications, printers, and endpoint security settings.

4.     Installs, configures, repairs, replaces, and troubleshoots approved computers, peripherals, docking stations, monitors, printers, audio/video equipment, cables, and related end-user hardware, and coordinates warranty repair when appropriate.

5.     Performs approved user account and identity tasks using documented procedures, including password resets and unlocks, MFA enrollment or device replacement, approved Microsoft 365 and Google Workspace account provisioning, license assignment, and onboarding/offboarding tasks.

6.     Supports Microsoft 365, Outlook, Teams, Google Workspace, Gmail, Drive, Meet, web browsers, and other approved end-user software.

7.     Enrolls iPads and other approved devices in mobile device management systems and applies existing approved groups, profiles, applications, or file sets using documented procedures.

8.      Provides first-response support for printers, projectors, interactive displays, classroom presentation systems, conference-room technology, webcams, microphones, speakers, and related audio/video equipment.

9.     Performs basic endpoint network troubleshooting, including physical connectivity, Ethernet, Wi-Fi, network drop functionality, DHCP address assignment, and IP configuration; gathers relevant information and escalates suspected infrastructure issues.

10.  Maintains accurate asset records, including equipment assignments, asset tags, serial numbers, locations, hardware changes, deployments, and equipment returns.

11.  Effectively works with vendors, contractors, and warranty providers as needed to facilitate end-user equipment repairs and service in a timely manner.

12.  Provides clear end-user instruction and training as needed and contributes to departmental documentation and knowledge base material for common or recurring issues.

13.   Participates in technology deployments, refreshes, moves, departmental projects, team meetings, training, and knowledge sharing. Maintains organized deployment and replacement inventory.

14.  May periodically be required to work outside normal business hours for scheduled technology deployments, projects, system maintenance, meetings, emergency operational needs, or other specifically assigned departmental responsibilities. This position is not subject to a standing on-call requirement unless a formal on-call program or rotation is established.

15.  Escalates work requiring primary administration or design of servers, hypervisors, enterprise storage, switches, firewalls, VLANs, DNS/DHCP, wireless infrastructure, enterprise MDM policy, cybersecurity platforms, vulnerability or patch management, disaster recovery, or major system integrations. The employee may assist with higher-level work when specifically, assigned and authorized.

10. Recommended Minimum Qualifications:

Education and Experience: Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Equivalent combinations of education, technical training, industry certifications and practical experience may be substituted.  Strong customer service experience is required.  Practical working knowledge of Microsoft Windows and Apple macOS is expected, with familiarity supporting ChromeOS/Chromebooks and iOS/iPadOS. Experience with Microsoft 365, Google Workspace, hardware break/fix, printers and peripherals, mobile device management, and basic wired/wireless networking is desirable. Familiarity with Linux operating systems or command-line environments is a plus. Relevant certifications such as CompTIA A+, Microsoft, Apple, Google, networking, Linux, or equivalent credentials are desirable. Must have strong written and verbal communication skills, sound judgment and problem-resolution ability and the 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 Microsoft Windows, Apple macOS, ChromeOS, iOS/iPadOS, Microsoft 365, Google Workspace, desktop and laptop hardware, printers and peripherals, mobile devices, classroom/audio-visual technology, basic TCP/IP networking, endpoint security and MFA concepts, ticketing/service management practices, and asset management. General familiarity with Linux operating systems or command-line tools is desirable.

 Abilities:  Ability to assist employees, students, Town officials, vendors, and partners effectively and professionally, communicate clearly in written and oral form, troubleshoot end-user technology problems systematically, prioritize and complete multiple assignments in a timely manner, document work accurately, maintain ticket momentum, recognize when escalation is required, provide individual or group instruction, maintain confidential information; establish effective working relationships, and adapt to a rapidly changing technology environment.

Skill:  Strong skill in desktop and laptop troubleshooting, hardware break/fix, Windows and macOS support, common productivity and collaboration applications, customer service, problem solving, technical documentation, organization, and written and verbal communication. 

12. Work Environment:  The work environment involves everyday discomforts typical of offices and schools, with regular interruptions from employees, students, and other users.  Noise or physical surroundings may be distracting, but conditions are generally not unpleasant.  The employee may be exposed to intermittent machine or related noise and may occasionally work at heights, under desks, in cramped areas, equipment rooms, or network closets while installing or troubleshooting technology. The employee may be required to work beyond normal business hours consistent with assigned deployments, projects, meetings, system maintenance or operational needs.
13. Occupational Risk:  Duties of the job generally present little potential for injury and risk exposure is similar to that found in typical office and technology-support settings. Personal injury could occur through failure to follow safety precautions or procedures.  Examples may include bruises from falls, minor cuts or burns, muscular strains, or other injuries associated with moving, installing, or servicing equipment. 

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.)