Help Desk & End User Support

IT Support Specialist

Provide full administration and end-user support, including troubleshooting, configuration, escalation management, and resolution for common City software and business applications (both PC and Apple environments). Own end-to-end resolution of usage issues or errors impacting productivity software (e.g., MS Office 365) and all City-specific programs (e.g., finance, permitting, code enforcement, GIS, document management systems, etc.), including escalation to appropriate vendor help desks and follow through with resolution.

Furnish a responsive IT help desk reachable hours a day, 7 days a week, including holidays. Offer unlimited remote technical support for City staff via phone, email, or remote login tools at all times. After-hours emergency calls are addressed by on-call technicians, with guaranteed rapid response for critical issues (e.g., network outages).

Utilize a help desk ticket system to log all support requests (by phone, email, or in person) and track them through resolution. Document each issue, the resolution steps, and time taken. Provide City staff with updates on ticket status and maintain a history of incidents to identify recurring problems or training needs. Provide read-only access to ticketing system to key city staff.

Include defined Service Level Agreements (SLAs) for response and resolution times.

Handle user account lifecycle tasks. Create new user accounts (for network/domain, email, applications) when new employees are onboarded. Manage user access permissions (e.g., file shares, system rights) and set up multi-factor authentication for remote access as required. User accounts for separated employees shall be disabled within hours of notification, and immediately (same business day) for involuntary separations or security-related terminations, as directed by the City.

Serve as the primary administrator for all user peripherals such as printers, scanners, multi-function copiers, monitors, and other connected devices. Install and configure printers for network or local use and resolve printing issues. Ensure users can reliably use scanning/imaging systems and coordinate with vendors for hardware repairs if a device fails.

Audio / Visual (AV) & Meeting Support

Onsite support for City Council, Planning Commission, Measure AA, and Measure Z meetings to include pre-meeting setup and testing, live camera operation, and troubleshooting of AV systems. Support for hybrid and virtual meeting platforms. Maintenance and optimization of recording and streaming system.