Information Technology Support Technician

Job Opportunities

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Starting Pay: $65,985- $74,000, Depending on qualifications and experience, starting salary will be reflective of the range of position based on date of hire.

FLSA Status: Exempt - Full-time

Schedule: Standard work hours are Monday through Friday 8:30am to 4:30pm.

Deadline for Application: The Village will be closing the application process upon receipt of 50 completed applications. Applicants are encouraged to apply early.

The IT Support Technician provides first-level technical support to all Village staff, ensuring timely troubleshooting, triage, and resolution of technology issues. This role serves as the initial point of contact for IT-related concerns and escalates more complex issues to End-User Computing Engineers or Systems Engineers as needed. The technician supports a wide range of technologies, including desktop and laptop computers, software applications, tablets, mobile devices, printers, copiers, and other network-connected equipment.

This position requires strong customer service skills, technical aptitude, and the ability to manage multiple priorities in a fast-paced environment.

• Diagnose and resolve technical issues by identifying root causes and implementing effective solutions
• Provide timely responses and resolutions in accordance with established Service Level Agreements
• Respond to support requests via ticketing system, phone, email, and in-person inquiries
• Accurately log, track, and update all incidents and service requests in the ticketing system
• Escalate complex or advanced technical issues to appropriate IT staff
• Identify recurring issues and recommend long-term solutions to prevent future incidents
• Prioritize and manage multiple support requests to ensure efficient resolution
• Coordinate with external vendors as needed to resolve technical issues
• Provide guidance and informal training to staff to promote effective use of technology and reduce support needs
• Follow direction from senior IT staff to support timely and effective issue resolution
• Assist in overseeing IT Interns, including training on basic troubleshooting, device imaging, and daily tasks
• Perform other duties as assigned

• Skilled in problem analysis and problem solving
• Strong computer and troubleshooting skills
• Must be able to work independently and be self-motivated
• Team player with a passion for technology and learning new technologies
• Excellent customer service skills and ability to work with all levels of end users
• Strong communication (both verbal and written) and interpersonal skills
• Demonstrates a high degree of patience when working with less technical users
• Able to explain technical concepts to less technical staff members
• Ability to communicate appropriately with vendors, and to a limited degree, the general public
• Knowledge of all current Microsoft Operating Systems including but not limited to Windows 11
• Knowledge of Microsoft Office 2016 and newer
• Minimal knowledge of local area networks and ability to troubleshoot basic network connectivity issues
• Knowledge of the hardware and software components of desktop computers, laptops, tablets, and other mobile devices
• Manual ability to provide basic maintenance of hardware systems, including computers, networks, and peripheral devices
• Ability to protect the Village’s data and security when accessing from a personally-owned device and using Village-issued mobile devices.
• Ability to comply with internally established cybersecurity methods in order to gain access to a system or data.

• Must possess a valid State of Illinois Class D drivers' license, or ability to obtain one upon hire.

• Associates degree in computer science or related field or equivalent combination of education and work experience
• One or more years of experience supporting technology solutions with a strong desire to learn more