IT Support Technician

The City of Portsmouth is seeking an IT Support Technician to provide first-line technical support to employees across multiple departments.


This position is on-site at City Hall in Portsmouth, NH.

Starting salary range: $76,948.05 - $84,835.22 a year per the Professional Management Association (PMA)
Hours: Full Time, 37.5 hours per week
Schedule: Monday- 8am-6pm; Tuesday-Thursday-8am-4:30pm; Friday-8am-1pm

We encourage you to apply even if you don't satisfy every single bullet point on this list.

The City offers a generous compensation and benefits package that includes retirement paid time off including vacation holidays medical & dental insurance flexible spending account professional development career growth longevity incentives and more!

NATURE OF WORK
This position will support City employees across multiple departments by maintaining and troubleshooting computer endpoints, printers, applications, and network related issues. Technicians are expected to have a competency in basic Windows 11 desktop support, with strong troubleshooting skills and a basic knowledge of networking, Active Directory, Microsoft 365, and desktop application support. Candidate should have strong customer service skills, excellent listening and communication skills, and be a self-starter who can work independently. This position is the first line of technical support and will be supported and trained by City IT leadership.

SUPERVISION
IT Support Technician will work in the City's IT Department located at City Hall and will work under the supervision of the Software Solutions and Support Director. Work outside the normal workday may be required.

ESSENTIAL JOB FUNCTIONS
The essential functions or duties listed below are intended only as illustration 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 work is similar, related, or a logical assignment to, or extension of, the position.

1. Work independently and within the team to support Windows 11 desktops, laptops, iPads, cellphones, basic Windows Server issues, and Microsoft 365.

2. Provide helpdesk support to City employees by phone, onsite, and through remote access tools, tracking each issue in the IT ticketing system.

3. Work with vendor partners and service providers to jointly resolve issues.

4. Support endpoint and printer management, including patching and compliance, password management, mobile device management, endpoint encryption, antivirus, and security policy compliance.

5. Maintain hardware and software asset inventory, warranty tracking, and lifecycle management. Manage repair and replacement supplies and parts.

6. Monitor systems and alerts for errors, warnings or non-compliance including hardware, software, and UPS units. Address or escalate as appropriate.

7. Use real-time dashboards to prepare reports for IT management on device, patching, ticket, Service Level Agreement (SLA) status and other Key Performance Indicators (KPI), as well as ticket volume, issue categories, and affected users.

8. Image, configure, and deploy new employee computer equipment. Support rollout of new computer, server, and network hardware, following policy and best practices as directed.

9. Perform business application installation, configuration, and troubleshooting.

10. Train and guide City employees on the proper use of City applications and systems including and the proper response to security concerns such as suspicious websites, emails, and application behavior. Create and update knowledge base documentation and job aids.

11. Assist IT Engineers with troubleshooting network issues, cybersecurity incidents, and technical projects as directed.

12. Other duties as assigned by supervisor or designee.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
An incumbent in this position consistently demonstrates a(n)...

1. Excellent customer service skills and well-developed skills to troubleshoot, prioritize, escalate and find technical solutions quickly and effectively, often using online and vendor resources.

2. Basic knowledge of computer hardware, software and computer networks, including Windows 11, Active Directory and Microsoft 365. Familiarity with IT ticketing systems, including logging, prioritizing, and documenting issues through resolution.

3. Ability to maintain effective working relationships with department heads, employees, public officials, and the public.

4. Ability to communicate effectively with the general public, City staff, and government officials at all levels.

ENVIRONMENT, WORKING CONDITIONS, PHYSICAL AND MENTAL EFFORT

Work is primarily performed in a standard office environment. The incumbent regularly travels to and works within City-owned buildings and municipal facilities and operates City-owned vehicles to reach various work sites for on-site troubleshooting, hardware installation, and network maintenance. The role may require working in server rooms, utility closets, indoor and outdoor pool facilities, and other confined or restricted-access spaces. Exposure to dust, electrical wiring, and moderate noise from servers, cooling equipment, and facility operations is common.

With or without reasonable accommodation, the incumbent must be able to transport, install, and maintain computer, network, and related technology equipment. This may involve frequently moving items weighing up to 25 pounds and occasionally up to 50 pounds. The position requires extended periods of computer use and activities involving manual dexterity, including typing, cabling, and handling small technology components. Duties also require accessing and servicing equipment located in a variety of locations, including under desks, behind equipment racks, and above ceiling spaces. The ability to review computer displays, technical documentation, equipment components, and color-coded infrastructure, with or without reasonable accommodation, is required.

The incumbent must be able to communicate effectively with City staff, vendors, and stakeholders in person, by telephone, and through electronic communication methods, with or without reasonable accommodation. The position requires the ability to prioritize a fluctuating workload, manage competing deadlines, and resolve complex technical issues in a timely and professional manner. The incumbent must maintain professionalism during frequent interruptions and interactions with staff experiencing technical difficulties and must exercise discretion when handling sensitive, proprietary, or confidential City information during routine system maintenance, troubleshooting, and data recovery activities.

MINIMUM REQUIRED QUALIFICATIONS
The ideal candidate will have an Associate's or Bachelor's Degree in Information Technology, Computer Science, or related field and two (2) years of information technology experience; or an equivalent combination of education and experience. Industry certifications such as Comptia A+, Comptia Security+, Microsoft certifications, or other relevant certifications are preferred.


A valid driver's license is required and have no offenses which would prohibit or restrict any insurance carrier providing coverage to the City.


(The above descriptions are illustrative. They are intended as guides for personnel actions and are not complete itemizations of all facets of any job.)

DISCLAIMER
The essential functions and duties described herein are normal for this position. They are intended as an illustration 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 work is similarly related or a logical assignment to or extension of the position. Other duties may be required and assigned by the supervisor. The City of Portsmouth is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. The City is committed to providing access to equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services programs, and activities. To request reasonable accommodation, contact our Human Resources Director by phone View phone number on click.appcast.io.

APPLICATION SPECIAL INSTRUCTIONS
Finalist must complete pre-employment screening drug testing & background check.