Information Technology Support Technician

Position Description

Under the direction of the IT Director, the IT Support Technician provides day-to-day, hands-on technical support and maintenance functions in areas of computer network, software, and hardware for the City. This position focuses on end-user support, routine troubleshooting, and implementation of established IT procedures. The IT Support Technician does not perform managerial, strategic, budgeting, policy-making, or system-architecture responsibilities.

Works under the general guidance and direction of the Information Technology Director and/or designee.

None.

• Provides Tier 1 technical support for desktop, mobile, software, and network-related issues via service desk platform.
• Maintains and supports modern IT infrastructure, including endpoint security, Microsoft 365, and VoIP systems.
• Participates in incident response and root cause analysis for service disruptions.
• Coordinates hardware/software troubleshooting and escalations with internal teams and third-party vendors.
• Creates, manages, and audits user accounts and permissions in Active Directory, Microsoft 365, and other business applications.
• Assists in deploying and imaging endpoints using modern device management tools.
• Supports multi-factor authentication (MFA), VPN, and remote access solutions.
• Maintains accurate IT asset inventory and lifecycle tracking, including end-user devices, licenses, and peripheral hardware.
• Documents procedures, incidents, knowledge base articles, and configurations.
• Assists with onboarding/offboarding, including account setup, security provisioning, and equipment distribution.
• Collaborates on patch management, system updates, and software deployment.
• Participates in disaster recovery and business continuity testing efforts.
• Assists users with municipal applications (e.g., Tyler Technologies products, eTrakit, or similar systems); experience with these systems is a plus.
• Assists with website content updates and report ADA accessibility issues; does not set web standards or compliance policies.
• Carrying out cybersecurity-related tasks such as applying updates, monitoring endpoint protection alerts, and reporting suspicious activity; does not design or manage cybersecurity programs.
• Provides professional, courteous customer service to City employees and officials.
• Performs related duties as assigned and/or required.

• Must possess a valid State issued Driver's License.
• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• One (1) to three (3) years of IT technical support or help desk experience preferred.
• Experience in a municipal or government environment is a plus.

• Ability to sit or stand for extended periods and work at a computer monitor.
• Ability to lift and move IT equipment (up to approximately 50 pounds).
• Ability to use eyesight and manual dexterity to operate a computer, troubleshoot equipment, and read screens and documentation.

Work is performed primarily in an office environment with occasional work in server rooms or other City facilities. Some after-hours or emergency support may be required.