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IT SUPPORT SPECIALIST (Open Positions: 1)



Location: I.T., Falmouth, MA 02540
Department: INFO/TECHNOLOGY
Division: None
Job Status: Full-Time
Shift: 8:00 AM - 4:30 PM
Days Worked: Mon., Tue., Wed., Thu., Fri.
Hour Per Week: 40 hrs.
Details: $23.43 - $30.60/hr.
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Job Description

The Town of Falmouth has an immediate opening for a full time I.T. Support Specialist. Duties include Identify, diagnose, and resolve problems for users regarding software and hardware, networking and infrastructure; communicates solutions to end-users, correct application issues, solve network and security problems and identify common PC software and hardware problems, manage and administer various I.T. related services, such as cell and telephone networks, municipal software and services, and more, and on call for emergency situations for town departments. High School Diploma / GED Required, Associates Degree or higher preferred.  Three years or more of responsible experience in an information technology environment; or an equivalent combination of education and experience. Salary range is $23.43 - $30.60/hr.  

Job Responsibilities

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Build rapport and elicit problem details from help desk customers.
Identify, diagnose, and resolve problems for users regarding software and hardware, networking and infrastructure; communicates solutions to end-users.
Document, track and monitor problems to ensure timely resolution.
Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
Promote a very high level of customer satisfaction through proper telephone techniques and respond with the elevated level of urgency to user problems.
Correct application issues, solve network and security problems and identify common PC software and hardware problems.
Provide hardware support of end-user equipment, such as installing replacement hardware or upgrading hardware.
Support Software/Hardware on equipment such as, Scanners, Copiers, Printers, Monitors and other peripherals.
Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.
Manage and administer various I.T. related services, such as cell and telephone networks, municipal software and services, and more.  
On call for emergency situations for town departments, such as the Police Department, the Fire Department, Harbormaster and others.
Supports the goals of the IT Department through creative problem solving, decision making and a commitment to customer service.
Other duties as assigned

Recommended Minimum Qualifications

Education and Experience - High School Diploma / GED Required, Associates Degree or higher preferred.  Three years or more of responsible experience in an information technology environment; or an equivalent combination of education and experience.
Skill -

Must be well organized, an effective communicator at multiple levels and able to grasp system concepts and communicate their applications. Must be capable of quickly learning new systems and associated software applications for proficient execution of tasks. Diagnostic and problem solving skills.

Ability -

Ability to manage multiple projects with time related constraints in a fast- paced environment.

 Liaise I.T. initiatives between disparate groups of internal and/or external customers or employees.

High level of integrity and accountability.

Ability to establish and maintain cooperative relationships with employees.

Knowledge - Comprehensive knowledge of Windows operating systems. 

Physical Requirements

Moderate physical effort is required to perform duties; the employee is often required to stand, walk, speak and hear, use hands to operate equipment, stoop, kneel crouch, and crawl.  The employee is required to lift and move computer equipment weighing up to 50 lbs.  Vision requirements include the ability to read documents and use computer equipment.

Additional Information

Supervision
Works under the general supervision of the Director of Information Technology; works independently using initiative in carrying out recurring assignments; questions of specific instruction for new, difficult or unusual assignments are referred to supervisor.

Work Environment
Most work is performed in office conditions; the employee is required to travel to other buildings and office sites throughout the town.  The employee is required to work outside of normal business hours to install hardware and software and respond to system problems.  The employee operates standard office equipment, hand tools, power tools and an automobile; also uses network analyzers, and cable test equipment.

The employee has working relationships with all town departments.

Consequences of errors in judgment could result in the delay or loss of service, damage to equipment, or monetary loss.

The employee has access to town-wide information, including bid documents, and legal proceedings.


Application Special Instructions

Preference Date: September 10, 2021