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 involves providing both remote and on-site support to end-users, and managing 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 adheres to established IT policies, standards, and procedures.

• Responds to support requests via phone, email, or ITSM tool, delivering high-quality customer service by resolving issues through remote or on-site support. Escalates complex problems to System Administrators or IT Leadership for timely resolution. Provides technical assistance on issues related to Windows desktops and laptops, iOS mobile 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.
• Assists in providing Tier I support and can serve as an escalation point for advanced or difficult help requests. Builds rapport with customers and escalates problems (when required) to the appropriately experienced technician. Records, tracks, and documents the support request and problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Applies root cause analysis to aid in troubleshooting and preventing recurrence of the problem.
• Assesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution. Performs hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Tests fixes to ensure the problem has been adequately resolved. Performs post‑resolution follow‑ups with team members and customers. Provides training and creates knowledge base articles for end users.
  
  Reinforces SLAs to manage end‑user expectations.
• Maintaining awareness of emerging technologies and industry trends; engages in professional development through reading, workshops, and training sessions.
• Assists with the administration of the Town's VoIP phone system, including provisioning new phones, resetting voicemail passwords, modifying call routing, and user customization. Undertakes special assignments, research, or other related tasks as needed.
• Available for on‑call support during emergency situations.
• Complies with departmental, personnel, and safety policies and procedures.
• Documents and logs all support activities in the ITSM tool and knowledge base to promote best practices in customer service. Performs additional duties as assigned.

• 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.
• Must submit to and pass a post‑offer, non‑regulated drug test and thorough background checks (including criminal history).

• An Associate's or Bachelor’s Degree in Computer Science, Information Technology, or a related field is preferred.

• A minimum of two (2) years of experience in IT Service Desk, Desktop Support, Help Desk operations, hardware/software troubleshooting, technical support, or similar roles. Proficiency with MS Windows 10/11, Active Directory, Windows Server, and Microsoft Office is required.
• Experience with computer hardware, software and peripherals, data and telecommunication implementation, and…