(*Paid Time Off, 14 paid holidays Medical/Dental/Vision benefits, Pension, Disability & Life Insurance & more.)
Information Technology Support Specialist
FLSA Status: Exempt
Reports To: Director of Information Technology
ROLE SUMMARY
The Information Technology Support Specialist will assist in the coordination and management of the Borough’s computer network, ensuring availability of servers, networks, and end user devices. The IT Support Specialist will also be responsible for ensuring our computing environment remains secure utilizing our patch management and endpoint protection systems. The Support Specialist will assist in the installation, configuration, and troubleshooting of servers, computers, and software. Under guidance from the Information Technology Director, the IT Support Specialist will provide technical assistance and training to Borough users.
This position will be the primary point of contact for the technological needs of all Borough staff, which include the Administrative Offices, Public Works, Tax Office, Police, EMS, and other community organizations as directed. This position will report directly to the Information Technology Director.
ESSENTIAL DUTIES, RESPONSIBILITIES, & KEY MEASURES
- Responds to helpdesk tickets in a timely manner and prioritize tickets appropriately using the Issuetrak ticketing system.
- Be primarily responsible for the Patch Management solution, ensuring desktops, servers, and mobile devices are updated regularly.
- Be primarily responsible for the Anti-Virus solution, ensuring computers are up-to-date, and investigating any virus notifications that occur.
- Manages user accounts in Microsoft Active Directory (additions, modifications, deletions) as needed.
- Manages facility access requests (additions, modifications, deletions) to as needed in our Access Control system.
- Provides support to employees for Microsoft products such as Office 365 (Word, Excel, PowerPoint, Outlook, OneNote, OneDrive, Teams, etc.)
- Troubleshoots computer or network issues, identify the problem and implement an appropriate course of action including correcting the problem, implementing a temporary workaround, or contacting the Information Technology Director.
- Makes content updates on our website, internal SharePoint page or social networks as requested by other departments or the IT Director.
- Provides support for our rental reservation system (Civic Rec) and ensures rental spaces are prepared for any technological needs specified in the request.
- Troubleshoots camera related issues (including facility cameras and police in-car cameras or body worn cameras).
- Image and deploy new (or reimage existing) computers using Windows Deployment Server (WDS).
- Provisions new iOS (iPad / iPhone) devices and transfer data between old and new during deployment.
- Troubleshoots IP Telephone System when issues occur.
- Monitors system backups and restoration of files if necessary.
- Assists with live broadcasts for various Boro events on YouTube, Facebook and our Public Access Channel. Events include, but may not be limited to Council Meetings, Planning Commission Meetings, Coffee with the Mayor, BoroHAPS movies or festivals.
- Assists other departments with projects that have a technological component.
QUALIFICATIONS (EDUCATION / EXPERIENCE)
- Associate degree or higher in IT field with 1-3 years of experience.
- Experience operating, maintaining, and troubleshooting computer hardware and software.
- Knowledge of the Microsoft Office 365 suite (Outlook, Word, Excel, PowerPoint, Teams, OneNote, OneDrive).
- Knowledge of Windows Desktop (10/11) and Server Operating Systems (Windows Server 2016+).
- Knowledge of patch management solutions such as ManageEngine, Action1, or IBM Maas360.
- Knowledge of End Point management (anti-virus) such as FortiClient EMS.
- Ability to upgrade a variety of operating systems (Windows, iOS, etc.) while ensuring application compatibility.
- Knowledge of Apple iOS (iPhone and iPad).
- Working knowledge of computer networking, including TCP/IP Protocols, DNS, DHCP, Distributed File Systems (DFS), VLANs.
- Basic knowledge of firewalls (SonicWALL).
- Basic knowledge of OS deployment technologies (Windows Deployment Services – WDS)
- Basic knowledge of Microsoft PowerShell.
- Basic knowledge of Virtualization technologies such as VMWare or Proxmox.
KNOWLEDGE, SKILLS, & ABILITIES TYPICAL OF THIS POSITION
- Excellent written and oral skills.
- Be self-motivated and able to work on one’s own.
- Must be able to plan and organize your work schedule, set priorities, and meet deadlines.
- Ability to maintain confidentiality of all departmental communications, documents, correspondence, and computer systems.
- Be able to maintain a good working relationship with other departments, fellow employees, outside agencies, elected officials, and the public.
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Must be able to pass a background investigation and to obtain CJIS (Criminal Justice Information Systems) certification through our Police Department.
- Must be able to perform research where necessary to solve problems.
- Ability to do basic repairs and cleaning of computers and equipment.
- Must be able to lift and carry equipment up to 50lbs and perform other duties related to installation and support of hardware, to include, but not limited to climbing ladders and traversing stairs.
- Ability to work evenings or weekends on occasion to support the computing environment or special events.
PHYSICAL DEMANDS
Constantly Incurred (More than 75% of time on job)
Ability to sit for long periods, ability to use a computer for long periods, ability to communicate orally, ability to hear conversation.
Frequently Incurred (Between 25% - 75% of time on job)
Ability to stand, ability to walk, repetitive finger movement, ability to use both hands, ability to use both legs, ability to climb stairs, ability to stoop, specific visual requirements, use of depth perception. Ability to lift a maximum of 50 pounds, Ability to carry/push/pull, ability to kneel, reaching at high or low levels, ability to pull hand over hand, ability to balance, repetitive twisting or pressure involving wrists or hands, ability to repeatedly bend, ability to operate truck/motor vehicle.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
I have read the above position description and fully understand the requirements set forth therein. I can perform the essential functions of the position with or without accommodation. I will perform all duties and responsibilities to the best of my ability.