Job Title: IT Support Technician

Department: Department of Innovation and Technology

Contract/Grade: Grade 7, Personnel Policies, Management Provision

Compensation: Hiring Range: $30.57 - $35.52

FLSA Status: Exempt, Full-Time, Benefit Eligible

Work Schedule: 40 hours per week

Reports to: Chief Technology Officer

Nature of Work:

The Support Technician serves as a first point of contact (Tier 1) for end-user technology support across Town and School environments. The position resolves common hardware, software, account, printing, classroom/audio-visual, mobile device, and endpoint connectivity issues; deploys and supports Windows and macOS computers, Chromebooks, iPads, and other approved devices, and supports Microsoft 365, Google Workspace, and approved applications. The Technician performs approved account and MFA tasks, installs and configures end-user equipment, maintains accurate asset and ticket records, and performs hands-on hardware break/fix.

Basic network connectivity troubleshooting is expected; infrastructure, server, network, security, and other higher-level issues are documented and escalated appropriately. A successful Technician will minimize equipment downtime, communicate clearly, manage expectations, provide excellent customer service, and maintain ownership of assigned work through resolution or formal escalation. This position is also responsible for the management of the town’s website. Responsible for the planning, reviewing, and scheduling of work. Is available on-call during non-business hours, including weekends as necessary. Is familiar with social media and website technology and has required Microsoft 365 certifications or equivalent.

Supervision Received:

Under direct supervision of the Chief Technology Officer, the employee is familiar with the work routine and uses initiative in carrying out recurring assignments independently using established procedures, documentation, and technical standards. The Chief Technology Officer provides instruction for new or unusual assignments. The employee is expected to troubleshoot and resolve routine end-user issues within the scope and permissions of the position, exercise sound judgment in prioritizing work and communicating with users, and recognize when an issue requires escalation.

Work Environment:

The work environment involves everyday discomforts typical of offices and schools, with regular interruptions from employees, students, and other users. Noise or physical surroundings may be distracting, but conditions are generally not unpleasant. The employee may be exposed to intermittent machine or related noise and may occasionally work at heights, under desks, in cramped areas, equipment rooms, or network closets while installing or troubleshooting technology.

Occupational Risk:

Duties of the job generally present little potential for injury and risk exposure is similar to that found in typical office and technology-support settings. Personal injury could occur through failure to follow safety precautions or procedures.

Recommended Minimum Qualifications:

Education and Experience: Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Equivalent combinations of education, technical training, industry certifications and practical experience may be substituted. Strong customer service experience is required.