Information Technology Support Specialist

The Village of Caledonia is seeking a skilled and customer-focused IT Support Specialist to provide advanced technical support for municipal systems, infrastructure, and end-users. This role is responsible for resolving complex technical issues, maintaining IT systems, and ensuring the smooth operation of technology services across departments.

The following duties are not intended to serve as a comprehensive list of all duties required for this position. The job description is a summary of the major duties and responsibilities. This role may not be required to perform all duties listed and may be expected to perform additional duties as requested.

• Respond to and resolve technical issues from RMM tools and users
• Troubleshoot and maintain hardware, software, and network systems.
• Support municipal applications including public safety, finance, and utility systems.
• Collaborate with vendors and third-party service providers for issue resolution.
• Maintain and update IT documentation, procedures, and knowledge base.
• Assist in system upgrades, patch management, and cybersecurity initiatives.
• Provide assistance to end-users on software applications ultimately becoming the in-house expert on applications currently in use; provides daily support to the client/customer and activates/inactivates end users as needed.
• Participate in IT projects and system implementations.
• Collaborate with any outside IT vendor/consultant to assist in resolving issues or concerns regarding equipment or software.
• Assists with administering the Village email system (account creation, monitoring, records requests, and archival).
• Assists with implementing and ensuring compliance with security best practices.

• Associate or bachelor’s degree in information technology, Computer Science, or related field.
• Minimum 3 years of experience in IT support, with at least 1 year in an L2 role.
• Strong knowledge of Windows OS, Microsoft 365, networking, and system administration.
• Experience with municipal or government IT systems is a plus.

• Familiarity with cybersecurity best practices and compliance standards
• Excellent problem-solving, communication, and customer service skills
• Ability to work independently and manage multiple priorities