IT Support Technician

The City of Louisville is looking to hire an IT Support Specialist I.

The City of Louisville Information Technology collaborates across the organization to provide simple, sustainable, and supportable technology solutions in a fun and creative environment. Our solutions and partnerships directly impact City staff and the community. We embrace change, adapt to new challenges, continuously improve business processes, and are committed to learning and growth.

The City of Louisville is an award-winning small city offering an exceptional staff experience, outstanding benefits, and an administration focused on remaining an employer of choice in our region. While we may not have the staffing or resources of larger neighboring organizations, we provide many of the same services at comparable or higher service levels. This requires critical thinking, problem-solving, cooperation, communication, initiative, and creativity.

Under the general supervision of the IT Operations Manager, the IT Support Specialist I provides Tier I technical support to City employees and supports computers, mobile devices, printers, Microsoft 365, user accounts, assigned business applications, and related technology. The position also participates in IT projects such as workstation replacement, software deployments, phone systems, access control, security improvements, and other modernization initiatives.

The Technician I is expected to develop increasing independence, technical judgment, and troubleshooting capability. Employees should approach problems logically, use available documentation, research, diagnostic tools, prior experience, and other resources, and perform reasonable troubleshooting before seeking assistance. Routine and familiar issues should increasingly be handled independently, while unfamiliar, complex, or higher-impact issues should be appropriately researched, documented, and escalated.

Employees are expected to take ownership of assigned work through completion, communicate effectively with customers, recognize work requiring attention, learn from previous troubleshooting experiences, and identify recurring problems or opportunities for improvement. Success at this level includes continued development toward independently resolving the majority of desktop support issues and acquiring the competencies necessary for progression to Technician II. This corresponds directly with the Tech I responsibilities and promotion-readiness criteria in the progression matrix.

Hiring Range: $28.82 to $34.84 hourly or $59,945.60 to $72,456.80 annually

Salary Range = $28.82 to $40.85 hourly $59,945.60 to $84,968.00 annually

• Strong customer service, communication, patience, and professionalism when assisting end users.
• Foundational knowledge of computer hardware, software, Microsoft Windows, Microsoft 365, and common peripherals.
• Ability to logically troubleshoot technical problems and research unfamiliar issues before seeking assistance.
• Ability to learn from previous technical experiences and apply that knowledge to new situations.
• Initiative and willingness to recognize work requiring attention rather than relying exclusively on assigned tasks.
• Ability to work effectively as part of a team while developing independence in routine technical responsibilities.
• Good organizational skills and ability to appropriately prioritize multiple responsibilities.
• Basic understanding of networking and cybersecurity concepts.
• A degree and/or at least one year of relevant technical experience.
• Willingness and demonstrated ability to learn new technologies and continue developing professionally.

• Approach technical problems logically and systematically using documentation, research, diagnostic tools, established procedures, prior experience, and other available resources.
• Independently troubleshoot and resolve routine and familiar Tier I hardware, software, account, application, peripheral, mobile-device, and connectivity issues.
• Demonstrate increasing independence and sound technical judgment, requiring progressively less direction for routine support work.
• Perform reasonable troubleshooting and research before escalating an issue and adjust the troubleshooting approach based on results.
• Recognize when an issue exceeds the scope, authority, knowledge, or appropriate risk level of the position and appropriately elevate it.
• When requesting assistance, clearly…