System Specialist I

The City of Auburn Information Systems Department is seeking a dependable, service-oriented, and motivated individual to join our team as a full-time System Specialist I – Help Desk.

This position will serve as the first line of IT support for City staff and will play a key role in delivering responsive, professional, and effective technical assistance across City departments. This role is designed to grow into a position that owns and helps lead day-to-day help desk operations, including end-user support, ticket management, workstation deployment, and user issue resolution.

This is an excellent opportunity for someone who enjoys solving problems, helping people, learning new technologies, and building a strong foundation in municipal IT.

Position Summary

The System Specialist I – Help Desk is responsible for providing front-line technical support to City employees, troubleshooting common hardware, software, account, and connectivity issues, and ensuring staff receive timely and effective IT assistance.

This role will support all City departments and will work closely with the Information Systems team on projects, system rollouts, equipment deployment, and general IT operations.

Over time, this position is expected to grow into a key role in helping manage, organize, and improve the City’s help desk and end-user support experience.

Essential Duties and Responsibilities

• Serve as the primary first point of contact for day-to-day IT support requests from City staff.
• Monitor, manage, and respond to help desk tickets, ensuring timely communication, troubleshooting, and resolution.
• Provide technical support for:
• Desktop and laptop computers
• Mobile devices
• Printers and scanners
• Microsoft 365 applications and email
• File access and shared resources
• Basic account and password support
• Phones and conferencing tools
• Standard City software and business applications
• Assist with new computer setup, workstation deployments, user onboarding, and replacement of end-user equipment.
• Troubleshoot and resolve common issues related to:
• Hardware and peripherals
• Windows operating systems
• Software installation and configuration
• Network and connectivity problems
• Basic user access and account issues
• Provide enhanced support for Police and Fire Department technology, including:
• In-vehicle or mobile systems
• Body camera support coordination
• Public safety software and specialty applications
• Connectivity and field device troubleshooting
• Escalate more advanced issues to senior IT staff when necessary, while maintaining ownership and communication throughout the support process.
• Assist with IT projects, equipment rollouts, software updates, and department technology initiatives.
• Help maintain accurate records of:
• Tickets and resolutions
• Device assignments
• Inventory and equipment
• Common support procedures and documentation
• Support the overall organization and upkeep of City IT spaces, storage areas, and equipment.
• Participate in after-hours or on-call support when required.

Preferred Skills and Qualifications

• Strong customer service mindset and willingness to assist users with patience and professionalism.
• Ability to troubleshoot technical issues in a calm, organized, and methodical manner.
• Working knowledge of:
• Windows desktop operating systems
• Microsoft 365 / Office applications
• Computer hardware and peripherals
• Printers, scanners, and mobile devices
• Basic networking concepts
• User account and password support
• Ability to communicate technical issues clearly to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Willingness to learn new systems, applications, and technologies used across City departments.
• Ability to work independently while also functioning well as part of a team.

Education and Experience

Preferred:

• Associate’s or Bachelor’s degree in Information Systems, Computer Science, Information Technology, or related field

OR

• One to three years of related IT support, help desk, desktop support, or technical support experience

OR

• An equivalent combination of education, certifications, training, and relevant experience

Relevant certifications such as CompTIA A , Network , Google IT Support, or Microsoft certifications are a plus, but not required.

Additional Requirements

• Valid driver’s license with acceptable driving record
• Ability to travel between City facilities as needed
• Ability to occasionally lift and move computer equipment, monitors, and related hardware

Pay: $60,122.40 - $75,761.40 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $60,122 - $75,761