IT Support Specialist (Citywide)

Primary Purpose: Serves as the initial point of contact for City staff seeking technical support City-wide. Troubleshoots and resolves hardware, software, network, and telecommunication issues to ensure reliable IT service delivery across all departments. Functions as a versatile, first-tier, jack-of-all-trades technical resource, able to quickly learn new systems and technologies and provide effective support to staff at every level of the organization, from front-line employees to senior leadership. Assists with the onboarding and rollout of new technologies to support successful adoption City-wide. Manages relationships with IT vendors and coordinates procurement, invoicing, and billing for IT products and services. Supervision Received: Works under the direct supervision of the Manager of Information Technology (IT) with tasks and some responsibilities assigned by the City's Senior Systems Administrator and Senior Network Systems Engineer. Supervision Exercised: Minimal supervision exercised on projects where IT has leadership role. IMRF pension eligible. Expected hiring range dependent on qualifications. Provide Tier 1 help desk support City-wide for all City departments. Troubleshoot and resolve issues related to computers, software, printers, phones, voicemail, and related systems. Escalate complex issues to appropriate IT staff. Serve as a primary point of contact for selected IT vendor relationships. Coordinate service requests, warranty claims, and support tickets with hardware, software, and telecommunications vendors. Maintain vendor contact records and relationships. Process and track IT-related invoices, purchase orders, and recurring service billing. Reconcile vendor invoices against contracts and quotes. Maintain accurate records of IT expenditures and assist IT leadership with budget tracking and forecasting. Install, configure, and maintain Devices, operating systems, software, and network connections City-wide. Assist with inventory and repair of IT assets across all departments. Maintain systems such as the IT Help Desk, Asset Management, and Software Licensing. Develop and update procedures for key systems and maintain accurate license and warranty records. Assist with onboarding, testing, and phased rollout of new technologies and platforms to support successful City-wide adoption. Research IT products, services, and solutions based on user and technical specifications. Obtain quotes, compare vendor proposals, and provide purchasing recommendations to IT leadership. Perform other related duties as assigned. Required Minimum Qualifications: The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education: Associate's degree in Computer Science, Information Technology, or a related field required. College coursework combined with relevant professional certifications may substitute for the degree requirement. Experience: Three to five years of IT support experience, with demonstrated strength in troubleshooting, customer service, and documentation. Demonstrated experience coordinating with vendors, processing invoices, or supporting procurement/purchasing activities. Demonstrated experience supporting technology users at all levels of an organization, from front-line staff to senior leadership. Certification or License: Valid driver's license is required. We encourage candidates to demonstrate their commitment to professional growth through relevant IT certifications. Examples might include CompTIA A+ or Network+, Cisco's CCNA or other networking certifications, Microsoft or Google Cloud credentials, or any other industry-recognized certifications. These are not mandatory, but they reflect a dedication to staying current in the field and continuously developing your technical expertise. Required Knowledge, Skills, and Proficiencies: Knowledge of hardware and software components of servers, personal computers, and mobile devices Proficiency in troubleshooting user issues across diverse systems and platforms Ability to document technical procedures and IT support processes clearly and accurately Effective interpersonal and communication skills to explain technical issues to non-technical users Ability to manage multiple assignments and priorities independently Capacity-building mindset, able to walk users through solutions to reduce reliance on IT support Availability for on-call support during off-hours for critical IT issues and emergencies Strong time management, customer service orientation, and problem-solving skills Ability to build and maintain productive working relationships with IT vendors and service providers Skill in reviewing invoices, purchase orders, and vendor contracts for accuracy Basic understanding of municipal procurement and budgeting practices, or willingness to learn Strong organizational skills and attention to detail in tracking expenditures and vendor records Versatile, adaptable, and comfortable serving as a jack-of-all-trades across a wide range of technical disciplines Quick to learn new systems, technologies, and processes independently and apply them on the job Experience assisting with the onboarding and rollout of new technology platforms, including testing, training, and phased implementation Ability to effectively support and communicate with staff at all levels of the organization, from front-line employees to senior leadership Physical Demands: While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is required to walk; use hands to finger motions, handle or feel objects, tools, or controls; and reach with hands and arms. The employee is required to withstand prolonged periods of concentration, necessitated by activities such as proof reading, comparison analysis and data entry. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Tools and Equipment Used: Operates a variety of office and IT-related equipment and systems, including desktop and laptop computers and mobile devices utilizing Windows, Microsoft 365, Linux, iOS, Android, and related platforms; Microsoft Office applications; financial ERP systems such as Tyler Munis, including purchasing and accounts payable modules; reporting tools such as SQL Server Reporting Services; multi-function printers, copiers, scanners, VOIP phones, tablets, telephones, calculators, and other general office equipment. Also utilizes specialized IT infrastructure and tools, including firewalls, switches, routers, VMware virtualization software, Microsoft Server and SQL Server environments, Tyler Munis, EnerGov and related applications, Mitel and AVST voicemail systems and modern cloud-based communication platforms such as Zoom Phone, RingCentral, and Microsoft Teams, electronic diagnostic and testing equipment, security tools such as CrowdStrike, Duo, and Barracuda products, and vendor portals, procurement and purchase order systems, and invoice tracking tools. #J-18808-Ljbffr City of Highland Park, IL