IT Program Manager

JOB CLASSIFICATION SUMMARY

Responsible for handling day-to-day information technology needs, serves as the go between with the remote System Administrator, works with vendors, monitors IT assets and replacement needs, and oversees all IT-related projects.

This is a senior level professional classification in the information technology job family. Performs the full range of advanced duties that demonstrate advanced broad practical knowledge in a variety of processes, methods, techniques, and best practices within the assigned discipline. Work involves planning and coordinating difficult assignments, modifying established guidelines, and initiating new approaches.

The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks will vary over time depending on the Town’s needs.

• Manages the day-to-day operations of the Town’s IT environment and provides technical assistance to staff in various departments.
• Evaluates, configures, installs and tests network and end‑user related hardware and software.
• Develops, periodically reviews and provides recommended update protocols and standard operating procedures to assure the integrity of the systems and network.
• Sets up user accounts, desktops, laptops, tablets, cell phones, and troubleshoots issues to isolate and diagnose system problems, assuring that all workstations operate correctly and critical applications are performing well.
• Troubleshoots and resolves issues for a variety of applications and systems including but not limited to Windows Operating Systems, TCP/IP protocols, Cat‑5/6 cabling/punch down, Ethernet, and Wi‑Fi knowledge.
• As needed, restores files and directories from backups, assures that the backup process is operating properly.
• Maintains RSA key fobs.
• Manages telecommunication systems including support, maintenance, enhancements, diagnosis, analysis and documentation.
• Oversees and maintains VoIP telephone system.
• Develops a Technology Department Strategic Plan and annual repair/replacement budget.
• Performs project management activities including but not limited to development of project scope and objectives, funding needs, delivery schedule, implementation and user training.
• Orders desktops, laptops, tablets, cell phones, printers, and other IT related equipment utilizing established guidelines.
• Performs other duties as assigned or required.

• Customer service principles;
• Standard office equipment including the computer and programs relevant to the performance of applicable duties and responsibilities;
• Microsoft 365;
• Microsoft Active Directory;
• Microsoft Windows Servers, Domain Controllers, various brands of printers and network equipment (firewalls, wireless access points, routers, and switches), systems design and development process, including installation and operational management;
• Knowledge of telecommunication equipment, including IOS and Android devices.

• Using computers and related software applications;
• Identifying, analyzing and solving problems;
• Communicating with technical and non‑technical audiences;
• Using basic tools, equipment and procedures for repairing computers, peripheral devices, and telecommunications equipment;
• Analyzing hardware and software malfunctions and determining effective solutions;
• Communication, both verbal and written, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

Bachelor’s degree and 3 years of related and progressively responsible experience; or an equivalent combination of directly related education and experience.

• Valid Class D Driver’s License