Systems Support Specialist

Systems Support Specialist

Under the general supervision of IT Leadership, the Systems Support Specialist delivers exceptional customer service and technical support for software, hardware, and network-related inquiries. This role provides both remote and on-site support to end-users and manages support requests through identification, prioritization, escalation, and resolution using the IT Service Management (ITSM) tool. The specialist ensures the Town's IT infrastructure operates effectively and complies with established IT policies, standards, and procedures.

Examples of duties include:

• Responds to support requests via phone, email, or ITSM tool, delivering high-quality customer service through remote or on-site support.
• Provides technical assistance for Windows desktops/laptops, iOS devices, software installations, customizations, failure analysis, printer support, peripheral support, and LAN/WAN/Wi-Fi connectivity.
• Maintains, repairs, and upgrades the Town's Wide Area Network (WAN) and Local Area Network (LAN) systems.
• Provides Tier I support and serves as an escalation point for more advanced requests. Builds rapport with customers, records and documents support activities and applies root cause analysis to aid in troubleshooting and preventing recurring issues.
• Researches solutions through software updates, drivers, knowledge bases, and FAQs. Performs hands-on fixes such as installing/upgrading software, configuring systems and applications, performing file backups, and installing hardware. Tests fixes, follows up with end users, and develops knowledge base articles and training. Ensures SLA compliance to manage expectations.
• Maintains awareness of emerging technologies and industry trends; engages in professional development through reading, workshops, and training.
• Assists with administration of the Town's VoIP phone system, including provisioning phones, resetting voicemail, modifying call routing, and user customization. Supports special assignments, research, and related IT tasks.
• Provides on-call support for emergencies as needed.
• Complies with departmental, personnel, and safety policies and procedures.
• Documents all support activities in the ITSM tool and knowledge base to promote best practices in service delivery.
• Performs other duties as assigned.

Minimum qualifications:

• A High School Diploma or General Equivalency Diploma (GED) is required.
• Must have a valid state-issued driver's license, and the driving record must comply with Town policy.
• Minimum of two (2) years of experience in IT Service Desk, Desktop Support, Help Desk operations, hardware/software troubleshooting, technical support, or similar roles.

Physical abilities:

• Ability to read, write, communicate effectively, and operate various office equipment with good hand-eye coordination for data entry.
• Ability to lift up to 50 pounds.

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Desired qualifications:

• Associate's or bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Experience with backup systems and MS SQL Server is advantageous.

Knowledge/ Skills / Abilities:

• Experience with computer hardware, software and peripherals, data and telecommunication implementation, and troubleshooting is essential.
• Knowledge of operating system client installs, workstation imaging, client/server networking, print sharing, remote access, and file sharing.
• Familiarity with TCP/IP, DHCP, and DNS services.
• Proficiency in Microsoft Windows 10/11, Windows Server (2012-2019), Active Directory, Azure Active Directory, and Microsoft 365, including user account setup.
• Fundamental understanding of networking, including routers, switches, client-server applications, and network protocols.
• Knowledge of telecommunications systems is preferred.
• Strong research, analytical, and problem-solving skills; ability to absorb and retain information quickly.
• Able to present technical ideas clearly in both user-friendly and business-friendly language.
• Highly self-motivated, detail-oriented, and capable of prioritizing tasks in high-pressure environments.
• Effective team player with excellent oral and written communication skills.
• Ability to meet deadlines, follow instructions, organize multiple tasks, collaborate with coworkers and the public, and maintain a professional demeanor.
• Demonstrates sound judgment and decision-making ability.

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