IT Support Specialist

1 day ago

Appleton, Wisconsin, United States Town of Grand Chute Full time
Job Summary

This is a technical staff position responsible for supporting automated information systems, related programming, and providing computer technical support. Work involves researching information needs, installing and testing new computer programs, performing system and network administrative tasks and end-user computer support.

Key Responsibilities
  • Software, Hardware, and Imaging
    • Install and setup new computers, peripherals, iPads, iPhones, and desk phones.
    • Design, create, and implement desktop image for all town computers.
    • Install and maintain hardware and software town wide to include specialized hardware and software for Police and Fire computers; such as CJIS (Criminal Justice Information System) compliant software.
  • Systems Administration
    • Install and configure server-based software (including security software).
    • Create and maintain user accounts for both on premise and cloud systems, to include password management, configure security settings including MFA, and access permissions on network shares.
    • Administer electronic mail system.
    • Conduct server patch management on a rotating off-hour schedule.
    • Assist with testing disaster recovery hardware and software.
    • Maintain organized wire management in networking closets.
    • Perform website content management compliance testing and repairs.
    • Administer cellular phones, IP phones, and voicemail systems.
    • Maintain and troubleshoot advanced MDM (Mobile Device Management) system.
  • Troubleshooting
    • Respond to and resolve technical support calls, emails, and walk-in requests.
    • Create incident ticket in ticket management system; record responses, actions taken, and final resolution.
    • Support and troubleshoot:
    • end-user computer hardware and peripherals.
    • all software on town devices, including specialized Police and Fire software, in order to meet CJIS (Criminal Justice Information System) compliance requirements.
    • end-user physical and network security access.
    • Escalate and manage support calls to hardware and software vendors as necessary.
  • Training
    • Develop documentation and provide new user on-boarding training.
    • Document on-going technical training materials for town employees such as quick references and detailed manuals.
    • Provide individual technical training as necessary.
    • Maintain hardware and software documentation for IT department personnel.
  • Document Management
    • Manage the front-end of the town's Document Management system. This includes configuring, and troubleshooting the software, hardware, and storage.
    • Oversee seasonal IT staff and direct their day-to-day activities.
Requirements
  • Education & Experience
    • Associate Degree in Information Technology, Network Support, Computer Science or related field.
    • Two to three years' experience supporting computer hardware, software and Systems Administration.
    • Possess and maintain a valid Wisconsin driver's license.
  • Knowledge, Skills, and Abilities
    • Thorough knowledge of information services processes with an emphasis on computer-related technologies.
    • Ability to be highly motivated while identifying and resolving PC and software issues.
    • Self-driven willingness to provide personal customer service.
    • Ability to continually reevaluate and prioritize multiple tickets.
    • Demonstrate skill in efficient and effective problem-solving.
    • Working knowledge of network environment including routing, switching, and cellular data environments.
    • Knowledge of IP telephony systems and IP Camera systems.
    • Ability to work well with department personnel and customers. Ability to work effectively independently and in a team environment.
    • Ability to maintain confidentiality.
    • Ability to understand and carry out complex oral and/or written instructions.
    • Ability to work effectively with minimal supervision and meet deadlines.
    • Ability to professionally communicate both orally and in writing.
Benefits
  • Dental Insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Retirement plan
  • Tuition reimbursement
  • Vision insurance
Work Environment

Work is primarily in a climate-controlled office environment. Typical hours are Monday – Thursday 7:00 am – 4:30 pm and Friday from 7:00 am – 11:00 am with the ability to work overtime. Occasionally, overtime/extra hours (nights and weekends) may be required, which includes rotating on-call duties.

Physical Requirements

Generally a sedentary position working in a professional office environment. Regularly required to sit, stand, walk and use both hands to handle, touch, grasp; reach with hands and arms. Frequent talking, hearing/listening, and performing repetitive motions. Ability to sustain prolonged visual concentration. Occasional physical activities such as stooping, kneeling, crouching, standing, walking; lifting, carrying, pushing, and pulling up to 30 pounds; occasionally lifting 75 pounds with assistance.

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