IT Information Specialist II

POSITION DESCRIPTION
IT Information Specialist II
Information Technologies
FLSA – Non-Exempt
SEIU Level: F

Job Summary:
In the dynamic and progressive Town of Amherst, the IT Information Specialist II position is a key role of the Town's IT Team. Under the direction of the Infrastructure Manager the role performs a full range of technical support, maintenance, and implementation functions for the Town Departments. Participates in on call rotation and occasionally provides after-hour support.

Supervision Received:
Works under the general supervision of the Infrastructure Manager who assigns tasks, outlines departmental goals, policies and procedures, supervises and reviews work and evaluates performance. Performs some duties independently.

Supervision Exercised:
No supervisory responsibilities. Responsible for delivery of assigned training to municipal staff.

Major Duties:

Provides first tier support and training to end users on computers, telephones, software, and related systems. Maintains and enhances support documentation for end users.

Receives, logs, distributes and responds to incoming calls, support tickets, and emails regarding software and hardware problems.

Installs, configures, maintains, and troubleshoots end user computer hardware, telephones, mobile devices, printers, door access modules, security cameras, and other networked devices.

Supports and maintains the network infrastructure, including, but not limited to network cabling, switches, and wireless access points.

Creates and maintains user accounts for computers, databases, telephones, and other systems. Coordinates with and acts as liaison to vendors to resolve hardware and warranty related issues. Maintains inventory, documentation, and diagrams of IT assets.

Communicates observations about department needs and identified areas for improvement.

Participates in on call rotation, and occasionally provides after-hour support

Performs other related duties as assigned.

Minimum Qualifications:
High School Degree or equivalent PLUS 3-5 years of experience performing complex technical support duties; OR any equivalent combination of related education and experience.

• Ability to interact with town staff of differing levels of comprehension of computer systems, ability to communicate effectively verbally and in writing. Excellent customer service skills.
• Solid understanding of PC and mobile hardware and operating systems, including, but not limited to: Windows, IOS, Android, as well as peripheral equipment.
• Excellent troubleshooting skills, and proven ability to analyze complex operational problems and develop solutions.
• Understanding of networking concepts and mobile connectivity.
• Ability to conduct research into complex technical issues and products as required.
• Willingness to remain current with technology by reading documentation, utilizing online knowledge bases and community forums, and attending user group meetings as needed or as requested.
• Ability to work occasional evenings and weekends, as assigned; availability to participate inn on call rotation and occasionally provide after-hour support.
• Must have a valid driver's license, reliable transportation, and ability to travel throughout the Town or elsewhere for various meetings as necessary.

Preferred Qualifications:

• Knowledge of applicable data privacy and security practices.
• Experience with Microsoft Windows Server architecture and related services, such as Active Directory, DNS, DHCP, and print servers.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to sit, walk, talk and hear; use hands to finger, handle, or feel objects, tools, or controls; stoop, climb, crouch, reach, pull, push, reach, and bend and stretch to reach low and high; lift up to 50lbs.; use feet to operate pedals; use specific vision abilities including vision and hearing at or correctable to normal ranges.

Work Environment:
The work environment is typical of an office environment, with usually moderate noise levels. Occasionally the employee will be required to install or repair equipment in noisy and dirty locations both indoors and outdoors.

Selection Guidelines:
Formal application; rating of education and experience; oral interview and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. 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.

The Town enjoys a long tradition of active, participatory, & professional government, and seeks a workforce that reflects the diversity of the community.