Information Technology (IT) Support Technician

Position Overview

Salary: DOQ. Under the direction of the IT Manager, the IT Support Technician provides day-to-day, hands-on technical support for City Hall staff and municipal facilities. This position focuses on end-user support, routine troubleshooting, and implementation of established IT procedures. The IT Support Technician does not perform managerial, strategic, budgeting, policy-making, or system-architecture responsibilities, and does not supervise staff.

Key Responsibilities

• Provide first-line technical support for desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot routine hardware, software, and connectivity issues using established procedures.
• Support Windows operating systems, Microsoft 365, email, and standard productivity software.
• Assist users with municipal applications (e.g., Tyler Technologies products, TraKit, or similar systems); experience with these systems is a plus.
• Perform user account assistance such as password resets and access requests, following approvals and security protocols established by the IT Manager.
• Assist with secure email usage, email retention, and archiving by carrying out defined processes (does not establish retention policies).
• Install and configure workstations, software, and peripheral equipment as directed.
• Perform basic network troubleshooting and escalate complex network or infrastructure issues to the IT Manager or vendors.
• Assist with website content updates and report ADA accessibility issues; does not set web standards or compliance policies.
• Carry out cybersecurity-related tasks such as applying updates, monitoring endpoint protection alerts, and reporting suspicious activity; does not design or manage cybersecurity programs.
• Maintain IT equipment inventory and documentation.
• Document service requests, resolutions, and procedures.
• Coordinate with vendors only as directed; does not negotiate contracts or manage vendor relationships.
• Provide professional, courteous customer service to City employees and officials.
• Perform other related duties as assigned.

Required Qualifications

• Working knowledge of computer hardware, operating systems, and standard business applications.
• Basic understanding of networking, cybersecurity principles, and data protection sufficient to support established systems.
• Ability to follow documented procedures, standards, and security requirements set by the IT Manager.
• Ability to troubleshoot technical issues and escalate complex or systemic problems appropriately.
• Strong customer service skills and the ability to communicate technical information clearly to non-technical users.
• Ability to read, write, and communicate effectively in English.
• Education: Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.

Preferred Qualifications

• Experience Required: One (1) to three (3) years of IT technical support or help desk experience.
• Experience in a municipal or government environment.
• Familiarity with municipal applications (e.g., Tyler Technologies products, TraKit) is a plus.