IT Specialist

POSITION TITLE:

IT Specialist I

REPORTS TO:

Manager, Information Technology

EFFECTIVE DATE:
October 1, 2026

JOB CLASS CODE:
Non-exempt/City Hall Bargaining Unit

Help Desk and Technical Support

The IT Specialist I serves as the initial point of contact for information technology requests in a help desk environment. The position identifies and resolves technical issues, assists staff and elected officials, and coordinates with other Information Services staff when additional support is needed.

The position develops and maintains the City's VoIP telephone system and collaborates with staff to support the city wide auction and video-on-demand integration with the government access channel.

The IT Specialist I also provides training and support for software, hardware, and specialized equipment as needed.

The IT Specialist I works under the direct supervision of the Manager, Information Technology who is consulted on difficult work situations and policy questions. Coordinates work assignments with other IT staff as necessary. This position requires considerable independence and judgment while acting within established guidelines and procedures.

• Responds to requests for assistance with computer and telecommunications hardware and software.
• Analyzes problems, evaluates possible solutions, guides customers through resolution steps, and escalates complex issues to the appropriate Information Services staff.
• Logs and tracks support requests and prepares periodic or special reports on service activity and problem trends.
• Provides technical assistance to City employees in the use and operation of computer hardware, software, and peripheral equipment.

• Installs, configures, maintains, troubleshoots, and repairs workstations, PC hardware, printers, and other desktop equipment, as assigned.
• Installs and configures desktop and enterprise applications and updates on client workstations, as assigned.
• Investigates and resolves routine hardware and communications problems.
• Supports the City's VoIP telephone and messaging systems; troubleshoots and resolves issues or coordinates with vendors, as assigned; and ensures customer have the telephone and wireless systems and features they need.
• Adheres to policies, procedures, and strategies governing the use, management, and support of desktop components.
• Provides emergency after-hours support for critical software and systems on a rotating basis, as needed.

• Prepares written documentation and operating instructions for customers.
• Develops curricula and training materials to help employee groups use City-provided software effectively.
• Provides training and assistance for software, hardware, and specialized applications.
• Assess user training needs and expectations at all levels of the organization and may conduct train-the-trainer sessions.
• May perform desktop publishing for newsletters, brochures, user manuals, departmental procedures, and related special projects.

• Installs, sets up, and supports audio/visual equipment as requested and mat assist with City Commission Meetings or staff presentations.
• May Broadcast City Commission and special meetings on the City's PEG channel.

• Maintains professional knowledge and skills through educational programs, current literature, and workshops.

• Perform other related functions as assigned.

• Associate degree in Information Systems, Computer Science, or a related field;…