Technical Support Specialist

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GENERAL STATEMENT OF DUTIES:

The Technology Specialist is responsible for performing routine maintenance, hardware/software installs, upgrades and repairs of the town computer systems, network equipment and application programs. The incumbent performs server, firewall updates and e-mail administration as well as guide end users on how to use work stations and common software packages. This position will respond to after work day system outages for hardware or software issues.

A basic working knowledge of server 2016, server 2019, server 2022 and 2025 as well as virtual machines is desirable. Incumbent should be able to perform basic configuration changes on network equipment. Knowledge of basic Cisco IP telephone systems is also desirable.

Understanding how to perform basic PC repairs is preferred along with a working knowledge of Google workspace and Microsoft Office 365.

This position works closely with all departments within the municipality.

SUPERVISION RECEIVED:

Works under the supervision of the Operations Specialist and the Director of IT Technology and GIS

ESSENTIAL FUNCTIONS / DUTIES

∙ Performs maintenance and installs of local area networks and associated hardware

o Understand CAT5e/CAT6 wiring and be able to analyze network issues, when necessary

o Understand the basics of networks as it applies to town facilities, such as IP schemes.

o Install switches and routers.

o Install and configure network printers.

∙ Server administration Duties

o Basic setup including adding users, creating security groups, creating shared folders and establishing home directories in accordance with IT and Town policies.

o Understand the virtual machine environment

o Create and remove computer accounts

o Monitor and update backups and virus checks

o Install server based applications and setup appropriate user access

o Make basic changes on client and network firewalls

∙ Perform routine maintenance, installs and repairs

o Install all computer related equipment

o Perform computer related maintenance

o Perform client installs and repairs

o Diagnose and resolve technical issues associated with the computer hardware and software

o Coordinate repairs with outside vendors when required

o Maintain, patch and upgrade IT device operating systems as required

o Create and deploy workstation images

Guide end users in routine use of equipment and common software packages

o Ability to communicate and teach employees on the basic use of their computer equipment and software in a small group or one on one setting

o Be patient with end users

o Work with end users over the telephone or using remote tools to help resolve an issue

∙ Perform network installations, configurations, and problem resolution

∙ Follow procedures for creating and closing help desk tickets

∙ Perform tasks associated with IT projects as directed by the Director of IT, Technology Operations Specialist or the GIS specialist

∙ Perform add, changes and deletes on the IP phone system

KNOWLEDGE/SKILLS

∙ Bachelor’s Degree and 3 to 5 years related experience or equivalent combination ∙ Professional certifications as appropriate. CCENT and A+ certifications recommended ∙ Demonstrated experience with standard software applications, including Google Workspace, MS Office, Windows ∙ Familiarity with support and troubleshooting of personal computers

∙ Must have a strong dedication to customer service

∙ Must be organized

∙ Ability to establish and maintain a cooperative working relationship with colleagues, supervisor and the user community

∙ Basic proficiency in., Windows 11 and the aforementioned Server environments.

∙ Basic knowledge of Server setup and security policies

∙ Basic knowledge of router configurations

∙ Knowledgeable in the use of email and the Internet and Microsoft Office Suite and Google Workspace

` ∙ Possess a valid Driver’s license

∙ Basic knowledge of Windows operating systems and control panels

∙ Understand IP networks, able to install networked printers, recognize IP addresses, install hubs install switches

DISCRETION/COMPLEXITY/PROBLEM SOLVING

∙ On occasion, incumbent may be exposed to sensitive data / information and must be able to maintain professional discretion

∙ May act as a resource to others to solve problems

PHYSICAL REQUIREMENTS

∙ Able to lift and/or carry objects weighing up to 50 pounds repeatedly

∙ Requires twisting, crawling and kneeling into small spaces to install. repair or replace equipment ∙ May be exposed to varying temperatures and weather conditions to install, repair or replace equipment

∙ May be required to climb ladders to install, repair or replace equipment

Job Type: Full-time

Pay: $35.46 - $38.03 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Work Location: In person