Information Technology Support Technician

IT Support Technician

Position Description: Under the direction of the IT Director, the IT Support Technician provides day-to-day, hands-on technical support and maintenance functions in areas of computer network, software, and hardware for the City. 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. Supervision Received: Works under the general guidance and direction of the Information Technology Director and/or designee. Supervision Exercised: None.

Essential Duties and Responsibilities The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification.

• Provides Tier 1 technical support for desktop, mobile, software, and network-related issues via service desk platform.
• Maintains and supports modern IT infrastructure, including endpoint security, Microsoft 365, and VoIP systems.
• Participates in incident response and root cause analysis for service disruptions.
• Coordinates hardware/software troubleshooting and escalations with internal teams and third-party vendors.
• Creates, manages, and audits user accounts and permissions in Active Directory, Microsoft 365, and other business applications.
• Assists in deploying and imaging endpoints using modern device management tools.
• Supports multi-factor authentication (MFA), VPN, and remote access solutions.
• Maintains accurate IT asset inventory and lifecycle tracking, including end-user devices, licenses, and peripheral hardware.
• Documents procedures, incidents, knowledge base articles, and configurations.
• Assists with onboarding/offboarding, including account setup, security provisioning, and equipment distribution.
• Collaborates on patch management, system updates, and software deployment.
• Participates in disaster recovery and business continuity testing efforts.
• Assists users with municipal applications (e.g., Tyler Technologies products, eTrakit, or similar systems); experience with these systems is a plus.
• Assists with website content updates and report ADA accessibility issues; does not set web standards or compliance policies.
• Carries out cybersecurity-related tasks such as applying updates, monitoring endpoint protection alerts, and reporting suspicious activity; does not design or manage cybersecurity programs.
• Provides professional, courteous customer service to City employees and officials.
• Performs related duties as assigned and/or required.

Minimum Qualifications

• Must possess a valid State issued Driver's License.
• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• One (1) to three (3) years of IT technical support or help desk experience preferred.
• Experience in a municipal or government environment is a plus.
• Physical and Sensory Requirements The essential job functions of this position will require the employee to perform the following physical activities. Employee accommodations for physical or mental disabilities will be considered on a case-by-case basis:
• Ability to sit or stand for extended periods and work at a computer monitor.
• Ability to lift and move IT equipment (up to approximately 50 pounds).
• Ability to use eyesight and manual dexterity to operate a computer, troubleshoot equipment, and read screens and documentation.

Work Environment Work is performed primarily in an office environment with occasional work in server rooms or other City facilities. Some after-hours or emergency support may be required.