IT Technician I

IT Technician I

The Town of Holly Springs is searching for an IT Technician I to serve in the Information Technology department. This position is responsible for performing a variety of highly technical tasks, including, but not limited to, supporting end users by troubleshooting and resolving hardware, software, and network connectivity issues; installing PCs and peripherals; and configuring other electronic devices. The candidate will support public safety, various non-public safety departments, and assigned facilities. Reports to the Assistant Director of IT and works independently under general direction to ensure coordination of objectives and priorities of the department, Town Manager, and Town Council. The work schedule is business hours with occasional evenings and weekends. The starting annual salary is $66,631 (Grade J).

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must satisfactorily perform each duty. Other duties may be required and assigned.

• Closely work with Public Safety departments to ensure network connectivity for all Public Safety software on desktops and laptops.
• Ensure Town security policies and FBI Criminal Judicial Information System compliance with Public Safety Computer systems and software.
• Coordinate support and maintenance of the Town's E911 system.
• Install and maintain public safety software and systems, including in-car computers, in-car camera systems, body-worn cameras, dispatch terminals, records management systems, and field reporting applications.
• Install, support, and manage in-car computer systems for public safety and other Town field staff.
• Troubleshoot and resolve all hardware and software issues affecting the Town's end users. This can include desktops, laptops, in-car computers, tablets, cell phones, printers, and all other peripherals.
• Ensure user adherence to Town IT policies and recommend to IT leadership any internal and end-user process and environment improvements.
• Use centralized software management and imaging tools standardized across the IT department to ensure a positive user experience, system functionality, and security.
• Manage (add/delete/disable/modify) user accounts and passwords across systems the candidate is trained on and assigned to manage.
• In-person and remote management of user support needs and systems. User support will primarily be in-person at a user's workstation/site
• Issue, support, track, and lifecycle-manage cellular devices (phones, tablets, hotspots, modems, in-device SIMs) for users and facilities, primarily assigned to support.
• Work collaboratively with IT team members to provide backup and project support.
• Support Town events as needed, whether internal or public, including system setup and use (onsite and remote), including the IT department's event booth at public events.
• Attend Town Council meetings to operate and support audio/visual needs, including the live-stream production of Town Council and board meetings.
• Provide on-call support and be willing to work an alternating schedule to effectively support 24-hour public safety users who work alternating schedules, including Fire, Police, and Emergency Communications personnel.
• Other duties as assigned to support the overall IT team and organization.

Knowledge of the principles, concepts, capabilities, and operations of computer hardware, data storage devices, and peripherals. Knowledge of current technological trends. Knowledge of the various operating systems utilized by the Town. Knowledge of network, application, and data security systems. Knowledge of hardware and software troubleshooting techniques. Knowledge of software installation and support concepts. Skill in troubleshooting and resolving computer hardware, software, and peripheral problems. Skill in installing and configuring computers and printing equipment. Skill in assisting customers with technology-related problems. Knowledge of administrative policies and procedures of the Town. Ability to establish and maintain accurate records of assigned activities and operations. Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations. Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority. Ability to perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision. Ability to think quickly, maintain self-control, and adapt to stressful situations. Ability to perform mathematical calculations required of this position. Ability to communicate clearly, concisely, and effectively in English in both written and verbal form. Skill in researching and understanding complex written materials. Ability to prepare and maintain accurate and concise records and reports. Ability to apply sound judgment and discretion in performing duties, resolving problems, and interpreting policies and regulations. Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing. Ability to handle sensitive interpersonal situations calmly and tactfully. Ability to maintain professionalism at all times. Ability to maintain effective working relationships with individuals within and outside the organization. Ability to maintain confidentiality and discretion regarding business and public safety files, reports, and conversations, within the provisions of open records laws and other applicable State and Federal statutes and regulations. Ability to work the allocated hours of the position and respond after hours as needed.

The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law. Employees needing reasonable accommodation should discuss the request with the employee's supervisor.

This work requires the occasional exertion of up to 50 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle, or feel, and repetitive motions, and requires walking, stooping, kneeling, crouching, or crawling, and reaching with hands and arms. Work has standard vision requirements. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels. Work requires preparing and analyzing written or computer data and observing general surroundings and activities. Work occasionally is outdoors in varying temperatures and weather conditions. Work requires driving a vehicle in all lighting levels and weather conditions. Work settings are variable in closed and open office environments, including inside the cabin or the trunk area of vehicles.

Minimum Required Qualifications: Associate degree from an accredited college in Information Systems, Computer Science, or a related field AND Two (2) years' progressively responsible experience in information systems or related field with a combination of education and experience.

Preferred Qualifications: Experience in local government. Experience with public safety systems, including records management and dispatch systems. Experience with in-person technical support. Experience with Microsoft Office 365 solutions, including Exchange e-mail, Office productivity applications, and Teams. General knowledge of solutions used by local government, such as ERP systems, HR systems, Parks and Recreation systems, and permitting systems. Experience with technology management solutions, such as work order software, centralized application deployment and update management systems, computer imaging systems, and mobile device management systems.

Other Requirements: Must pass background and criminal history checks, and fingerprinting.