IT Support Specialist

About us:
The City of Burlington IT Department provides centralized administration services, computer systems and network services to hundreds of City employees. IT supports specialized applications for Animal Services, Finance, HR, Fire, Police, Recreation, Tax, Water Resources, and others.  The City’s fiber, copper and wireless network integrate several hundred computer devices in over 30 facilities into a high-speed network.

An employee in this position will support City operations by providing technical assistance, resolving hardware and software issues, maintaining technology resources, and delivering exceptional customer service to end users. This position is classified as non-exempt under the Fair Labor Standards Act (FLSA) and is designated as non-essential for inclement weather operations, except during assigned on-call periods. Essential Duties and Tasks

• Install, configure, maintain, and upgrade desktops, laptops, tablets, mobile devices, printers, scanners, peripherals, operating systems, security software, and business applications to ensure optimal system performance. 
• Provide technical support by diagnosing, troubleshooting, and resolving hardware, software, network, and user issues while responding promptly to employee service requests. 
• Administer user accounts and system access, including Active Directory (AD) account management, password resets, and maintaining accurate system documentation and configuration records. 
• Manage IT assets by maintaining hardware inventories, asset tracking, lifecycle/end-of-life records, and help desk tickets, tasks, and project documentation. 
• Collaborate with leadership to evaluate, recommend, and implement new technologies and security enhancements that support organizational objectives. 
• Ensure compliance with City of Burlington policies, security requirements, and safety standards while following IT best practices. 
• Mentor interns, lead assigned projects and technical initiatives, and provide on-call support for critical systems on a rotational basis. 
• Perform other duties, as assigned.

Knowledge, Skills and Abilities

• Strong knowledge of current computer hardware, operating systems, security and software applications.
• Troubleshooting and diagnostic skills to identify and solve technical issues effectively and efficiently.
• Strong customer service skills, including communication with composure to assist users across departments.
• Familiarity with networking basics, peripheral devices, cell phones, Wi-Fi, and help desk ticketing systems.
• Proven ability to work effectively both as an independent worker and team participant.
• Ability to communicate effectively in oral and written forms.
• Ability to simplify technical terminology for users.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Minimum Qualifications:

• Associate’s degree in management information systems (MIS), Computer Science, or related field and three to five (3-5) years of extensive considerable work experience in computer operations and maintenance; or an equivalent combination of training and experience.
• Valid NC Driver’s License.
• Demonstrated proficiency in Windows (10 or 11); wired/wireless client configuration; cabling, creating and testing; system imaging, analytical troubleshooting.

Preferred Qualifications:

• Demonstrated proficiency in any or all of the following: basic Office 365 and MFA; HachWims; NetMotion; Fireworks; CAD/RMS; CivicPlus; Chameleon. 

Physical Requirements and Working Conditions:
Physical requirements: work in this position involves exertion of up to 50 pounds of force occasionally, and/or a negligible amount of force constantly to move objects.  This position requires occasional climbing. Employee must have the visual acuity to prepare and analyze figures, operate a microcomputer, and to determine the accuracy neatness and thoroughness of the work assigned.
An employee must be able to perform the basic life operational support functions of walking, lifting, fingering, talking, hearing, and repetitive motions. An employee must possess the visual acuity to determine the accuracy, neatness, and thoroughness of work assigned in preparing and analyzing figures, accounting, transcription, computer terminal viewing and extensive reading. Working conditions include inside and outside environmental conditions.

FLSA Status: Non-Exempt
Inclement Weather Classification: Non-Essential

Salary : $59,613 - $95,410