IT Internship

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Starting salary range for this position is $72622.61 - $84069.75 per the Professional Management Association (PMA) Working Agreement. Detailed information about the PMA Working Agreement including salary schedule and benefits can be found here:  The City offers a generous compensation and benefits package that includes retirement paid time off including vacation holidays medical & dental insurance flexible spending account professional development career growth longevity incentives and more!

We welcome diverse and non-traditional backgrounds and encourage you to apply even if you don't satisfy every single bullet on this list. Learn more about why our employees enjoy working with City of Portsmouth by watching this video:
Working for the City of Portsmouth This position will support City employees across multiple departments by maintaining and troubleshooting computer endpoints printers applications and network related issues. Technicians are expected to have a helpdesk level competency in basic Windows 10 desktop support with strong troubleshooting abilities and a basic knowledge of Windows networks active directory Microsoft Office 365 and desktop application support.

Candidate should have strong customer service skills excellent listening and communication skills and be a self-starter to work with little supervision. This position is the first line of technical support and will be supported and trained by City IT Leadership.

Essential Duties and Responsibilities

The essential functions or duties listed below are intended only as illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if work is similar; related; or a logical assignment to; or extension of; the position.

* Work independently and within teams to support Windows 10 Desktops; laptops; basic Windows Server 2016+ issues; and Microsoft Office 365.

* Work with vendor partners and service providers to jointly resolve issues. Proactively reach out to those vendors when those services stop working.

* Provide endpoint and printer management including inventory control and reporting. Manage warranties; asset tracking and lifecycle management. Provide password management; patching and compliance for operating systems and installed applications. Support mobile device management; endpoint encryption; antivirus and anti-malware management and remediation; and security policy management.

* Remote monitoring of hardware and software for errors; warnings; or non-compliance. Install; monitor and maintain UPS units. Troubleshoot printer/scanning issues. Monitor anti-malware and next-gen antivirus.

* Use real-time dashboards and provide reporting for IT management team including antivirus status; patching status; ticket status;
Service Level Agreements (SLA) status and other Key Performance Indicators (KPI) as well as monthly reports on volume of tickets; categories of issues and affected users.

* Deploy; setup; and image new employee computer equipment; including installation and configuration of cybersecurity best practices and software as directed.

* Assist in user training and orientation on the first day of new hires.

* Perform business application installations; configuration; and troubleshooting.

* Provide Helpdesk support and training to city employees over the phone; onsite; and by use of remote access tools. Provide guidance and user support pertaining to the proper use of city applications and systems. Provide guidance and user support pertaining to the proper response to security concerns including websites; emails; and application behavior.

* Install; configure and troubleshoot business applications.

* Support on going modifications/updates to the knowledge base documentation; support resolutions and instructional How-To aids for users.

* Support basic phone and cell phone issues. Support rollout of new computer/laptops; and replacement switches.

* Support troubleshooting on basic network issues with City IT leadership. Support review of cybersecurity logs.

* Manage ongoing repair and replacement supplies and parts. Arrange for outsourced vendor repair of equipment that cannot be repaired in-house.

* Provide consistent point of contact and manage support for issues that are passed to outsourced vendors or level 2 engineering.

* Maintain an up-to-date hardware and software asset inventory and lifecycle management program.

* Monitor and receive alerts from various systems to be addressed as appropriate.

* Assist with the resolution of complex technical issues; cybersecurity incidents; and technical projects as directed.

* Other duties as assigned.

MINIMUM REQUIRED QUALIFICATIONS

The candidate should have a Bachelors Degree in Information Technology;
Computer Science; or related field and a minimum of four- six (4-6) years of information technology experience; or an equivalent combination of education and experience. Familiarity with Office 365 and VMWare…