IT Support Technician

Job Title : IT Support Technician Department : Department of Innovation and Technology Contract/Grade : Grade 7, Personnel Policies, Management Provision Compensation : Hiring Range: $30.57 - $35.52 FLSA Status : Exempt, Full-Time, Benefit Eligible Work Schedule : 40 hours per week Reports to : Chief Technology Officer Natureof Work The Support Technician serves as a first point of contact (Tier 1) for end-usertechnology support across Town and School environments. The positionresolves common hardware, software, account, printing,classroom/audio-visual, mobile device, and endpoint connectivity issues;deploys and supports Windows and macOS computers, Chromebooks, iPads, andother approved devices, and supports Microsoft 365, Google Workspace, andapproved applications. The Technician performs approved account and MFAtasks, installs and configures end-user equipment, maintains accurateasset and ticket records, and performs hands-on hardware break/fix. Basicnetwork connectivity troubleshooting is expected; infrastructure, server,network, security, and other higher-level issues are documented andescalated appropriately. A successful Technician will minimize equipmentdowntime, communicate clearly, manage expectations, provide excellentcustomer service, and maintain ownership of assigned work throughresolution or formal escalation. Thisposition is also responsible for the management of the town's website. Responsible for the planning, reviewing,and scheduling of work. Isavailable on-call during non-business hours, including weekends asnecessary. Is familiar with socialmedia and website technology and has required Microsoft 365certifications or equivalent. The employee is required to perform allsimilar or related duties. Supervision Received Under direct supervision of the ChiefTechnology Officer, the employee is familiar with the work routine and uses initiative in carrying out recurring assignments independently using established procedures, documentation, and technical standards. The ChiefTechnology Officer provides instruction for new or unusual assignments. The employee is expected to troubleshoot and resolve routine end-user issues within the scope and permissions of the position, exercise sound judgment in prioritizing work and communicating with users, and recognize when an issue requires escalation. Issues requiring elevated administrative permissions, infrastructure changes, policy decisions, or specialized engineering knowledge are documented and escalated to the appropriate resource. Work is reviewed for technical adequacy, customer service, documentation, appropriateness of actions, and conformance with policy and departmental standards. Supervisory Responsibility Does not have any supervisory responsibility. Confidentiality Employee has regular access to confidential information obtained during the performance of regular position-related responsibilities in accordance with State Public Records Law, including personnel, account, student, security, and other sensitive information. Confidentiality must be maintained in accordance with Departmental Policy and the Public Records Act. Accountability Errors, missed deadlines, incomplete documentation, poor judgment, or failure to elevate appropriately could result in disruption of service, security risk, equipment loss, delays, confusion, monetary loss, or adverse public relations for the Town. The employee is accountable for timely and accurate service delivery, professional communication, safeguarding assigned equipment and account access, maintaining accurate records, and keeping assigned incidents and requests moving toward resolution. Judgment Guidelines may be in the form of departmental procedures, knowledge base articles, administrative or organizational policies, vendor documentation, general principles, legislation, or directives. Judgment is required to diagnose end-user problems and determine whether an issue can be resolved within Tier 1 scope or requires escalation. Technical, policy, security, or infrastructure decisions outside established procedures are discussed with the supervisor or escalated to the appropriate technical resource. Complexity The work involves a varied mix of end-user technologies, operating systems, devices, applications, and support needs across municipal and school environments. Assignments may include multiple concurrent incidents, service requests, deployments, repairs, account issues, and classroom or conference-room technology problems. The employee must troubleshoot systematically, organize competing priorities, document work accurately, adapt to changing technology, and recognize when specialized support is required. Nature and Purpose of Public Contact Employee interacts constantly with co-workers and may interact with students, vendors, contractors, Townofficials, and members of the public. Frequent explanation, discussion or interpretation of procedures and regulations are required in order to render service and resolve operating problems. Excellent communication and customer service skills are required, including courtesy, patience, tact, and diplomacy when assisting users or resolving complaints and concerns. Essential Functions The essential functions or duties listed below are intended only as illustrations 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 the work is similar, related, or logical assignment to the position.

1. Provides first-line end-user support for hardware, software, user accounts, printers, classroom and conference roomtechnology, mobile devices, and common connectivity issues.
2. Performs initial ticket triage, gathers complete problem information, determines impact and urgency, documents troubleshooting, resolution, and nextsteps, communicates with users, and maintains ownership through resolution or formal escalation.
3. Deploys and supports Windows and macOS computers, Chromebooks, iPads, and other approved endpoints, performs first-time setup, verifies successful login, and confirms required applications, printers, and endpoint security settings.
4. Installs, configures, repairs, replaces, and troubleshoots approved computers, peripherals, docking stations, monitors, printers, audio/video equipment, cables, and related end-user hardware, and coordinates warranty repair when appropriate.
5. Performs approved user account and identity tasks using documented procedures, including password resets and unlocks, MFA enrollment or device replacement, approved Microsoft 365 and Google Workspace account provisioning, license assignment, and onboarding/offboarding tasks.
6. Supports Microsoft 365, Outlook, Teams, Google Workspace, Gmail, Drive, Meet, web browsers, and other approved end-user software.
7. Enrolls iPads and other approved devices in mobile device management systems and applies existing approved groups, profiles, applications, or file sets using documented procedures.
8. Provides first-response support for printers, projectors, interactive displays, classroom presentation systems, conference-room technology, webcams, microphones, speakers, and related audio/video equipment.
9. Performs basic endpoint network troubleshooting, including physical connectivity, Ethernet, Wi-Fi, network drop functionality, DHCP address assignment, and IP configuration; gathers relevant information and escalates suspected infrastructure issues.
10. Maintains accurate asset records, including equipment assignments, asset tags, serial numbers, locations, hardware changes, deployments, and equipment returns.
11. Effectively workswith vendors, contractors, and warranty providers as needed to facilitate end-user equipment repairs and service in a timely manner.
12. Provides clear end-user instruction and training as needed and contributes to departmentaldocumentation and knowledge base material for common or recurring issues.
13. Participates in technology deployments, refreshes, moves, departmental projects, team meetings, training, and knowledge sharing. Maintains organized deployment and replacement inventory.
14. May periodically be required to work outside normal business hours for scheduled technology deployments, projects, system maintenance, meetings, emergency operational needs, or other specifically assigned departmental responsibilities. This position is not subject to