IT SUPPORT SPECIALIST I (HELP DESK)

The Town of Falmouth welcomes applications from team-oriented IT professionals for the position of IT Support Specialist I (Help Desk). This is a stable, full-time, year-round, benefited position that serves as the Town's primary Tier I help desk professional, providing first-level technical support and exceptional customer service while supporting the technology systems relied upon by Town employees to deliver essential municipal services.

The IT Department provides technology support to Town departments and facilities throughout Falmouth, including public safety operations, by maintaining the computer systems, networks, software, telecommunications, and technology infrastructure that support daily municipal operations. This position offers an excellent opportunity for an IT professional seeking meaningful public service work in a collaborative, fast-paced municipal environment.

The IT Support Specialist I position is based primarily at the Falmouth Town Hall and works 40 hours per week, Monday through Friday, from 8 a.m. to 4:30 p.m., with a half-hour unpaid lunch break. This position participates in an after-hours on-call rotation and periodically works overtime to support scheduled off-hour maintenance, emergencies, and special Town events, including the biannual Town Meetings, the Falmouth Road Race, the Town’s Fourth of July fireworks celebration, and the Barnstable County Fair.

Under the general direction of the IT Director, the IT Support Specialist I performs professional technical support, customer service, administrative, and help desk functions that include, but are not limited to:

• Serving as the primary point of contact for Town employees seeking technical assistance through the Town's help desk ticketing system, telephone, email, and walk-in support while providing exceptional customer service;
• Monitoring, prioritizing, documenting, and responding to help desk requests while maintaining accurate records and keeping the IT Director informed of recurring or unresolved issues;
• Troubleshooting and resolving Tier I hardware, software, Microsoft 365, printer, mobile device, network, and other technical issues while recognizing when to escalate more complex matters to senior IT staff;
• Thoroughly documenting troubleshooting efforts, resolutions, and other technical work performed, while preparing end-user instructions and knowledge base documentation to improve departmental efficiency;
• Assisting with onboarding and offboarding Town employees by creating user accounts, assigning usernames, passwords, permissions, software, and equipment, and maintaining accurate documentation;
• Providing basic technology training to Town employees, assisting with updates to the Town website, and supporting departmental technology projects as assigned;
• Processing departmental accounts payable invoices and providing administrative support to the IT Director as needed;
• Participating in the Department's after-hours on-call rotation and assisting with scheduled maintenance, emergencies, special events, and other projects requiring technical support outside of normal business hours; and
• Performing all other related duties as assigned.

Minimum Qualifications: High school diploma or equivalent (associate degree and/or relevant certifications in a related field preferred) and a minimum of three (3) years of full-time professional IT support experience; or any equivalent combination of education, training, and experience which demonstrates possession of the required knowledge, skills, and abilities necessary to perform the essential functions of the position.

Experience supporting Microsoft Windows operating systems, Microsoft 365 applications, Active Directory, and help desk ticketing systems is strongly preferred.

Must possess a valid driver’s license and successfully pass a comprehensive background check conducted by the Falmouth Police Department that includes Criminal Justice Information Services (CJIS) Unescorted Access Clearance.

The successful candidate provides exceptional customer service, enjoys helping others solve technical problems, communicates technical information clearly to non-technical users, thoroughly documents technical work, and exercises initiative in researching and resolving technical issues while recognizing when issues should be escalated to senior IT staff.

The successful candidate must be capable of working both independently and collaboratively as part of a team, maintaining strict confidentiality, and establishing positive working relationships with employees throughout the organization.

Expected Starting Range: Step 1 ($30.20/hour) – Step 3 ($32.29/hour) of the 10-step pay scale, commensurate with qualifications and experience, with eligibility for annual step advancement.

Comprehensive benefits package, including 13 paid holidays per year; vacation, sick, and personal paid leave; professional development opportunities; Town contribution of up to 75% of the cost of health insurance; cost-effective dental, vision, life insurance, and disability policy plans; enrollment in the Town’s defined benefit pension plan; and voluntary pre-tax and Roth 457(b) plans.

Preference Date to Apply: Monday, July 27, 2026 by 4:30 p.m. The position will remain open until filled, but candidates who apply by the above date and time will be given preference over later applications. Candidates are encouraged to upload a cover letter and resume with their application.

About the Town of Falmouth as an Employer: The Town of Falmouth is a people-centered municipality committed to public service excellence. We strive to foster an inclusive and supportive work culture grounded in professionalism, collaboration, and accountability, and we invest in our employees through ongoing training and professional development opportunities.

We are proud to be an Equal Opportunity Employer and welcome applications from all qualified candidates. The Town offers competitive compensation , and benefit-eligible positions offer comprehensive health, dental, and vision insurance and other valuable benefits , and include participation in the Town's pension plan . All applicants must be able to interact and work effectively and respectfully with individuals and groups of various abilities, cultures, backgrounds, ages, and identities.