Information Technology Specialist

Job Description

Job Description

POSITION TITLE: Information Technology Specialist

DEPARTMENT: Information Technology

RATE CLASS: Non-Exempt

REPORTS TO: Information Technology Director

SHIFT: 8AM-5PM, M-F (May be changed at the discretion of the City of Freeport)

MINIMUM QUALIFICATIONS: Education, License/Certifications.

Any combination of education, training, and experience, which provide the requisite knowledge, skills and abilities needed for this position, may be substituted or evaluated at the discretion of the City.

REQUIRED:

• Must be able to obtain and maintain CJIS compliance certification and successfully complete required background checks and fingerprinting for access to criminal justice information systems.
• Must adhere to applicable data-security and confidentiality requirements and possess and maintain a valid driver's license for travel between City facilities and work locations.
• May be required to participate in scheduled after-hours maintenance, emergency response, or support activities outside normal business hours.

PREFERRED:

• Education: Associate degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred; equivalent education, training, certifications, and experience may be considered.
• Experience: Four (4) years of progressively responsible hands-on IT support experience; experience in business, government, education, public safety, or a similar organizational environment.
• Municipal or government IT experience and relevant industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent experience.
• Experience with Microsoft 365, Active Directory/cloud identity, endpoint and mobile-device management, servers/virtualization, backup and recovery, managed networks and wireless systems, cybersecurity, CJIS environments, cameras, access control, audiovisual systems, kiosks, or organizational websites/content-management systems.

JOB SUMMARY: The Information Technology Specialist provides day-to-day technical and operational support across the City's technology environment under the direction of the IT Director. The position supports users, endpoints, networks, servers, cloud services, cybersecurity, field technology, and other City systems; troubleshoots issues; performs installations and maintenance; maintains documentation and inventory; and helps ensure reliable and secure technology services across City facilities and work locations.

ESSENTIAL FUNCTIONS: Essential functions may include any of the following representative duties, knowledge, and skills. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential functions may include, but are not limited to, the following:

DUTIES & RESPONSIBILITIES:

• Provide Tier 1–2 helpdesk, remote, and on-site support for hardware, software, applications, accounts, connectivity, peripherals, and other routine technology issues; assist with employee onboarding/offboarding and user guidance.
• Configure, deploy, maintain, troubleshoot, replace, and manage desktops, laptops, tablets, smartphones, printers, telephones, audiovisual/presentation equipment, and other City technology, including endpoint and mobile-device management.
• Assist with installation, administration, monitoring, and troubleshooting of network infrastructure and connectivity, including switches, wireless access points, cabling, VLANs, internet, fiber, and telecommunications services.
• Assist with user accounts, permissions, groups, licensing, directory and identity services, multifactor authentication, email, collaboration platforms, cloud applications, and access-control practices.
• Support physical and virtual servers, storage, virtualization, backups, recovery, system health, patching, updates, firmware, and scheduled maintenance; escalate significant infrastructure issues as appropriate.
• Monitor security and endpoint-management systems and assist with cybersecurity incidents, remediation, system recovery, security controls, documentation, and enforcement of established security practices.
• Maintain technology asset and inventory records and assist with equipment deployment, reassignment, lifecycle management, storage, surplus, warranty, and secure disposal activities.
• Provide field technology support at City facilities and work sites, including cameras, access control, kiosks, displays, wireless equipment, cabling, mounting, temporary facilities, meetings, public events, and emergency operations.
• Provide technical support for authorized public-safety and CJIS environments in accordance with applicable security, confidentiality, access-control, and documentation requirements.
• Coordinate technical support with vendors and service providers, including support cases, troubleshooting, repairs, warranty work, and service restoration. This role does not include procurement, contract administration, purchasing authority, or independent authorization of expenditures.
• Maintain technical documentation, procedures, configuration records, installation and repair records, and user instructions; assist the IT Director with implementation, testing, maintenance, and operational improvements; perform other related duties as assigned.

Emergency and After-Hours Support

• Respond to urgent technology issues affecting critical City operations, outages, equipment failures, cybersecurity incidents, disaster recovery, continuity of operations, and restoration activities.
• The position may be required to provide occasional after-normal-hours, evening, weekend, scheduled maintenance, or emergency technical support when necessary to maintain or restore City services.

OTHER DUTIES: This job description is intended to describe the general nature of work performed by the

Information Technology Specialist and is not intended to be all-inclusive. All employees are expected to perform tasks as assigned by their supervisor; furthermore, working hours may be extended in times of necessity.

SKILLS IN / ABILITY TO:

• Strong troubleshooting ability across hardware, software, operating systems, applications, wired/wireless networking, and common business technology.
• Ability to prioritize multiple service requests, work independently within established policies and direction, recognize when escalation is required, maintain accurate documentation, and respond effectively to urgent situations.
• Strong communication and customer-service skills; ability to explain technical information to non-technical users and maintain confidentiality when handling sensitive information.
• Ability to safely perform basic equipment installation, cable routing, mounting, and related field work..

KNOWLEDGE OF:

• Working knowledge of directory and identity services, endpoint/mobile-device management, cloud systems, Windows desktop/server environments, Microsoft 365 or similar platforms, and core networking concepts such as TCP/IP, DHCP, DNS, VLANs, switching, and wireless networking.
• Familiarity with patching, endpoint protection, cybersecurity practices, servers, backups, printers, mobile devices, audiovisual systems, and related technology infrastructure.

PHYSICAL/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 essential functions.

Working Conditions: Work is performed in office, equipment-room, field, and municipal-facility environments and may occasionally occur outdoors or in areas with limited environmental controls. Duties may require travel between City locations; standing, walking, bending, reaching, climbing, or working in confined equipment areas; use of basic installation tools; and lifting, carrying, or moving IT equipment weighing up to approximately 50 pounds.

Physical: The employee is frequently required to stand, walk, sit, squat, bend, use hand and finger dexterity, and use physical strength to lift, reach, push, pull, and apply pressure. Work requires the ability to climb, balance, stoop, kneel, crouch, and/or crawl. Employee may be required to lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Mental: T he employee must maintain professional, respectful communications with the general public, co-workers, and supervisors. Must be able to multi-task, prioritize, problem-solve, and work under time-constraints. Must be able to maintain confidentiality and resolve conflicts. This position may require independent judgement and sound decision-making related to maintenance needed in the absence of supervisory direction.

All municipal employees will be expected to show and maintain a high level of initiative, enthusiasm, and motivation towards the improvement of ALL aspects of the Freeport community. Employees will also be expected to be available for work, to report to work in a dependable and timely fashion, and to be physically and mentally fit to do their assigned work.