IT Support Technician

General Position Summary

• $0 Cost Medical.
• RSA Retirement Benefits.

The IT Support Technician is responsible for providing technical assistance and support to City of Madison network users, addressing issues related to MS Office, Windows, and other applications. This role involves performing basic administrative tasks within MS Active Directory, troubleshooting and resolving technical problems, and ensuring the efficient operation of the City's technology systems.

Examples of Responsibilities

• Install, maintain, and provide support for user hardware, PCs, phones, peripherals, and software.
• Log and track inquiries in a problem management database while maintaining detailed records and documentation.
• Troubleshoot, evaluate, and prioritize user problems to ensure prompt resolution and recommend process improvements.
• Share on-call responsibilities with other IT staff members.
• Create and maintain technical documentation.
• Provide maintenance and support for server systems.
• Assist with supporting AV equipment for streaming live city meetings.

• High level of judgment and discretion is necessary to maintain confidentiality.
• Must maintain a clean driving record for city insurance purposes, subject to periodic checks.
• Regular office hours are Monday through Friday, with occasional extended hours, weekend work, and evening meetings.
• Participation in a 24/7 on-call rotation is required.
• Duties primarily take place in an office setting but may involve travel for meetings, training sessions, or seminars.
• Must carry a cell phone and be available for after-hours or weekend work as needed, sometimes with little or no notice.

Minimal Qualifications

• A high school diploma from a school accredited by a regional accrediting agency recognized by the U.S. Department of Education, or a GED certificate issued by the appropriate state agency, is required.
• A certification is also preferred.

• Must obtain CJIS certification within 12 months of the start date and maintain certification thereafter.
• A strong background check is required due to access to sensitive city property and information.

Supplemental Information

• Working knowledge of TCP/IP, switching, routing, and Microsoft server and desktop operating systems.
• Familiarity with Microsoft Office applications and other commonly used software packages.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and ability to interact effectively with individuals across all levels of the organization in a fast-paced environment.

• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls.
• Physical capability to effectively use and operate various items of office related equipment, such as, but not limited to, computers, calculator, copier, and fax machine.
• Standing, walking, moving, climbing, crawling, reaching, pushing and/or pulling also required in order to move and work on equipment and install cable.
• Capable of lifting 50 lbs, kneeling, bending, reaching, carrying and handling related to computer equipment and running network data cable.