Technical Support Administrator

GENERAL PURPOSE

Provide primary help desk and end-user technical support for municipal IT systems and services, while assisting with the maintenance and administration of network and server infrastructure as needed. This position is responsible for managing and resolving help desk tickets, supporting end users across departments, and ensuring reliable IT service delivery. The role also assists with the installation, maintenance, and troubleshooting of infrastructure systems, including servers, switches, and related equipment, across multiple municipalities and internal departments, including Police and Fire operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Help Desk & End User Support

• Serve as the primary point of contact for IT support request and incidents.
• Manage, prioritize, and resolve help desk tickets in accordance with established service levels and metrics.
• Troubleshoot hardware, software, network, and connectivity issues for end users.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals.
• Provide technical assistance via in-person, phone, email, or remote tools.
• Train users on software, systems, and best practice.
• Ensure timely follow-up and confirmation of issue resolution and user satisfaction.

Systems & Infrastructure Support

• Assist with administration and maintenance of service, virtual environment's, and operating systems.
• Support Active Directory, user account management, Group Policy, and Access controls.
• Perform system updates, patches, and routine maintenance task.
• Assist in monitoring system performance and resolving issues.

Network & Hardware Support

• Support troubleshooting of network infrastructure including switches, routers firewalls, and wireless systems.
• Assist with installation, configuration, and maintenance of network equipment.
• Install and maintain cabling and low-voltage system work as needed.
• Provide on-site support for connectivity and hardware issues across facilities.

Security, Backup & Continuity

• Follow established security policies and assist in maintaining system security controls.
• Review, implement and roll-back (if necessary) system infrastructure patches.
• Support backup processes and verify successful data protection operations.
• Assist in recovery efforts during outages or incidents.

Monitoring & Maintenance

• Monitor ticket queues, system alerts, and service health dashboards, creating incident request as necessary.
• Perform preventative maintenance and routine system checks.
• Escalate complex issues to IT staff as appropriate.

Documentation & Knowledge Base

• Document help desk tickets, resolutions, and recurring issues.
• Maintain and contribute to internal knowledge base and user documentation.
• Assist in maintain asset inventory and system records.

Collaboration & Project Work

• Work with IT staff, departments, and vendors to resolve issues and support projects.
• Assist with deployment of new system, upgrades, and technology initiatives.

Public-Facing & Media/Communication Support

• Operate and support cable television and online streaming service for the City's government access channel.
• Maintain and update both internal and public-facing platforms, including websites, document repositories and social media accounts as assigned.
• Set up and support meeting rooms, including IT infrastructure and A/V systems.

After-Hours Support

• Provide after-hours support for infrastructure maintenance, technical emergencies, system upgrades, network upgrades, and help desk services.
• Deliver technical support for multiple municipalities, including critical Police and Fire Department operations.
• Coordinate and execute the technical operations of public and City Council meetings, including live broadcasting via cable networks and online streaming platforms.

Soft Skills and Professional Competencies

• Communicate technical information clearly to non-technical users.
• Provides professional, friendly, and responsive customer service.
• Ensures all service request, incidents, and projects are followed through to completion, including confirmation of end-user satisfaction.
• Demonstrates strong problems-solving and critical thinking skills.
• Effectivity priorities task and mange's multiple responsibilities.
• Works independently, adapts to change, and maintains professionalism under pressure.
• All other duties as assigned

MINIMUM QUALIFICATIONS

Education and Experience:

An Associate’s degree (Bachelor’s preferred) in Information Technology, Computer Science, or a related field and a minimum of 1–3 years of relevant experience (municipal or enterprise environment preferred).

Necessary Knowledge, Skills and Abilities:

• Strong Knowledge of Windows OS and basic Windows Server administration including Active Directory, Group Policy, DHCP, and DNS.
• Ability to maintain servers hosted on industry leading hypervisors.
• Basic knowledge of Cisco switching and routing concepts.
• Knowledge of the current Criminal Justice Information Services (CJIS) Security Policy and Center for Internet Security (CIS) Controls (training to be completed after hire).
• Basic familiarity with wireless access points and controllers.
• Ability to terminate network cabling with appropriate connectors.
• Operate digital audio/video mixers, character generators, projectors, and streaming servers in a cable TV operations center.

LICENSING AND CERTIFICATION

• Cisco Certified Networking Associate (CCNA) certificate preferred.
• Other certifications in information technology tools & processes including but not limited to, Network , A , etc. is preferred.
• Must have and maintain a valid Michigan Driver’s License with a good driving record.

TOOLS AND EQUIPMENT USED

• Computer's, servers, printers
• Basic office equipment
• Hand tools and small power tools
• Network Cabling tools
• Bucket truck
• Ladders

PHYSICAL DEMANDS

The position requires sitting, standing, walking, reaching, twisting, turning, kneeling, bending and stooping in the performance of daily activities. Also requires grasping, repetitive hand movement and fine coordination in preparing reports using a computer keyboard. The employee may be asked to perform duties using ladders or a bucket truck. The employee must occasionally lift and or move up to 50 pounds.

EQUAL OPPORTUNITY EMPLOYER/DIVERSITY, EQUITY, INCLUSION (DEI)

The City of South Haven is an Equal Opportunity Employer who places a high value on diversity, equity, and inclusion. The City of South Haven comprises a diversity of individuals from varying gender identities, racial/ethnic backgrounds, socioeconomic statuses, abilities, and more. The diversity of our community is one of our key strengths, and the City is committed to continuing to grow our commitment to DEI/ Employees are expected to interact with one another and with citizens in a manner that demonstrates respect and appreciation for each person and the diverse groups they identify with.

WORK ENVIRONMENT
The City of South Haven is a drug-free workplace. While performing the duties of this job, the employee may be exposed to inclement weather conditions while working outdoors. The employee may get wet or be exposed to raw sewage during the course of their work. When on the scene of emergency repairs or construction sites, incumbent may be exposed to definite health or accident hazards. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.