Information Systems Technician

The Town of Concord is seeking a full-time Information Services Technician to administer and provide software, hardware, network and information system support for employees.We offer a solid IT infrastructure, including a Town-owned fiber system also used to provide Municipal Broadband Internet.The position requires technology knowledge equivalent to AS in computer science with 3 years of experience in tech support and/or IT deployment and implementation, including strong knowledge of Windows OS and Office.Candidates must have effective communication, customer service and administrative skills.A valid driver's license is required. Full salary range: $67,704-94,786.Starting salary based on qualifications; typically in first half of range.We value diversity and welcome candidates of all backgrounds to apply.

Applications will continue to be accepted until filled.All applications will be reviewed and the most highly qualified candidates will be invited to one or more interviews and/or other assessments. Applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application. 

Appointment of the final candidate will be contingent upon the results of pre-placement conditions including criminal and motor vehicle record checks, a physical exam, and a drug screening. Costs for these pre-placement requirements will be borne by the Town. We value diversity and welcome candidates of all backgrounds to apply. 

The Town of Concord, MA is EEO Employer. We value diversity and welcome candidates of all backgrounds to apply.

GENERAL SUMMARY:

Under the general supervision of the IT Services Manager, administers and provides: software, hardware, network and information system support for employees. The IS Technician is responsible for maintaining and improving efficiency and effectiveness of areas under his/her administration. Performs varied duties requiring a thorough knowledge of departmental operations and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Incumbent is called upon to handle a significant amount of details, each varying from the other in substance and content, requiring incumbent to approach workload with flexibility.

ESSENTIAL JOB FUNCTIONS:
External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.

• Communicates with management, end users, vendors and service providers concerning the status, plans and activities of the IT function. Assists the IT Services Manager with prioritization and scheduling of projects and tasks to meet all departments’ system and telecommunication needs.
• Coordinates with multiple IT suppliers to deploy, configure, install, test and maintain IT equipment components such as servers, PCs, monitors, keyboards, printers, mobile devices and internet connections. Installs and configures network printing, user environments, directory structures, rights, security, software and files according to standard business practices.
• Provides hands-on and remote support for software, hardware and networks to employees using PC’s, Macs, laptops, and other peripheral devices.
• Administers Mitel phone switch for Moves, Adds and Changes; coordinates with phone vendor for on-site requiring additional technical expertise.
• Works closely with remote Helpdesk to coordinate onsite visits of technicians and assist on tickets requiring local IT expertise.
• Coordinates and participates in departmental moves of equipment and personnel.
• Develops and maintains PC images for building new PCs quickly and accurately.Plans and coordinates town-wide PC lifecycle replacement strategy with department heads.
• Diagnoses system failures; coordinates servicing, repairs and replacements when necessary.
• Maintains records and performs processes to ensure routine preventative maintenance is performed and updated configuration documentation is available and accurate for hardware, software, and networks, including but not limited to: scanning for viruses, testing and removing spyware, performing data backup, cleaning computers and components, upgrading memory or hard drives.
• Writes procedures in support of various Town technology needs. Maintains, writes, edits and proofreads IT documentation.
• Attends specialized training to ensure most current technological knowledge and best support of the computer environment.
• Performs special projects and related responsibilities as initiated and requested.
• Performs other related duties as required, directed or as the situation dictates.
• Regular attendance at the workplace is required.
  
  

SUPERVISORY RESPONSIBILITY:

None

EDUCATION, EXPERIENCE & SPECIAL REQUIREMENTS:

Any combination of education and experience that provides the ability to perform functions is qualifying. A typical example of this is:

• Associate’s Degree or two-year college certificate plus three to five years of experience in hardware and software support.
• Experience in a customer service, clerical or other administrative position helpful.
• Valid driver’s license with a safe driving record and ability to provide personal vehicle for transportation during work hours.Mileage reimbursement will be provided.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong knowledge of Windows operating systems; Microsoft Exchange; Microsoft Office, including Microsoft 365; Microsoft Server and Antivirus/Spyware Applications. Significant experience diagnosing and resolving network problems in a multi-site environment.
• Ability to communicate effectively and tactfully with the public, co-workers, other employees, departments, officials and other agencies. Ability to communicate efficiently both verbally and in writing.
• Ability to work with a high level of detail; ability to prioritize multiple tasks and deal effectively with interruptions. Ability to identify and analyze complex issues and to develop appropriate recommendations.
• Ability to coordinate the efforts of various suppliers of service, making effective use of support contracts. Ability to resolve issue related to responsibility of various providers.

WORKING CONDITIONS & PHYSICAL DEMANDS:

Normal office environment, not subject to extreme variations of temperature, odors, etc. Operates and is exposed to equipment which causes loud noises. Continuous walking and standing. Occasional periods requiring sustained uncomfortable positions such as bending and kneeling. Frequently subjected to the demands of other individuals and the volume and/or rapidity with which tasks must be accomplished.

Operates computer, printer, calculator, telephone, copier, facsimile machine and all other standard office equipment requiring hand-eye coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. 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.

This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.