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

The Support Technician serves as a first point of contact (Tier
1) for end-user technology support across Town and School environments. The position resolves 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, and approved applications. The Technician performs approved account and MFAtasks, installs and configures end-user equipment, maintains accurate asset and ticket records, and performs hands-on hardware break/fix.

Basic network connectivity troubleshooting is expected; infrastructure, server,network, security, and other higher-level issues are documented and escalated appropriately. A successful Technician will minimize equipment downtime, communicate clearly, manage expectations, provide excellent customer service, and maintain ownership of assigned work through resolution or formal escalation.

This position is also responsible for the management of the town's website. Responsible for the planning, reviewing,and scheduling of work. Is available on-call during non-business hours, including weekends as necessary. Is familiar with social media and website technology and has required Microsoft 365certifications or equivalent. The employee is required to perform all similar or related duties.

Under direct supervision of the Chief Technology 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 Chief Technology 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.

Does not have any supervisory responsibility.

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.

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.

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.

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.

Employee interacts constantly with co-workers and may interact with students, vendors, contractors, Town officials, and members of the public. Frequent explanation, discussion or interpretation of procedures and regulations are required in order to render service and resolve operating…