What are the responsibilities and job description for the IT Support Technician I position at City of Coconut Creek, FL?
Description
Performs entry-level technical or specialized work in the Information Technology (IT) department. Provides first-line technical support across the City’s IT infrastructure, including modern, cloud-based, and hybrid environments. Serves as the primary contact for end-user issues, coordinates with vendors, and ensures timely resolution of service requests. This position will support approximately 500 employees across multiple departments with varying technical needs. This position participates in a scheduled on-call rotation to provide 24x7 support for mission-critical operations, including Police and Fire departments. Work is performed under general supervision with limited latitude.
Essential Duties and Responsibilities
The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the classification. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.
- Provides Tier 1 technical support for desktop, mobile, software, and network-related issues via service desk platform
- Maintains and supports modern IT infrastructure, including endpoint security, Microsoft 365, and VoIP systems
- Participates in incident response and root cause analysis for service disruptions
- Coordinates hardware/software troubleshooting and escalations with internal teams and third-party vendors
- Creates, manages, and audits user accounts and permissions in Active Directory, Microsoft 365, and other business applications
- Assists in deploying and imaging endpoints using modern device management tools
- Supports multi-factor authentication (MFA), VPN, and remote access solutions
- Maintains accurate IT asset inventory and lifecycle tracking, including end-user devices, licenses, and peripheral hardware
- Documents procedures, incidents, knowledge base articles, and configurations
- Assists with onboarding/offboarding, including account setup, security provisioning, and equipment distribution
- Collaborates on patch management, system updates, and software deployment
- Participates in disaster recovery and business continuity testing efforts
- Performs related duties as assigned and/or required
Qualifications
Associate’s degree in Computer Science, Information Technology, or related field; or High School Diploma (or equivalent), supplemented by three (3) or more years of progressively responsible experience in help desk or technical support role.
CompTIA A or Network Plus certification preferred.
The City reserves the right to consider alternate combinations of education, certification, training, and/or experience.
Supplemental Information
KNOWLEDGE, SKILLS, AND ABILITIES:
- Knowledge of IT service management and ticketing systems
- Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and troubleshooting techniques
- Knowledge of modern endpoint management, patching, and monitoring tools
- Knowledge of Microsoft ecosystem including Windows 10/11, Microsoft 365, Teams, SharePoint, and Exchange
- Knowledge of cybersecurity best practices and tools (e.g., MFA, antivirus/EDR, phishing prevention)
- Familiarity with cloud services (e.g., Azure Active Directory, Microsoft Intune, SaaS platforms)
- Skill in customer service, communication, and technical documentation
- Skill in resolving technical issues quickly while maintaining a positive user experience
- Ability to multi-task and prioritize assignments in a fast-paced environment
- Ability to participate in a rotating 24x7 support schedule for emergency and after-hours support
- Ability to establish and maintain effective working relationships with City staff, vendors, and partners
- Ability to handle sensitive or confidential information with discretion and integrity
- Ability to learn new systems and technologies independently
- Ability to work both independently and collaboratively in a team environment
- Regular attendance and punctuality required
PHYSICAL REQUIREMENTS:
Depending on functional area of assignment, tasks involve the periodic performance of moderately physically demanding work, usually involving lifting, carrying, pushing and/or pulling of moderately heavy objects and materials (up to 50 pounds). Tasks that require moving objects of significant weight require the assistance of another person and/or use of proper techniques and moving equipment. Tasks may involve some climbing, stooping, kneeling, crouching, or crawling. Tasks may involve extended periods of time at a keyboard or work station and extended periods of time standing and/or walking.
ENVIRONMENTAL REQUIREMENTS:
Tasks are regularly performed inside and/or outside with potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature, and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.
SENSORY REQUIREMENTS:
Some tasks require manual dexterity, in addition to visual and hearing acuity. Some tasks may involve identifying and distinguishing colors.
