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TIER 3 TECHNICAL 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
Details: $32.57-$42.47
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Job Description

The Town of Falmouth is currently seeking qualified applicants for the position of Tier 3 Technical Support Specialist in our IT Department. This position is responsible for maintaining, configuring, and engineering the Town of Falmouth computer systems. As well as cyber security protocols, solutions, physical and virtual networks, data centers, and several other IT solutions in participation with IT support services and institutional IT operations. Associates or bachelor’s degree in information systems management, engineering, or related field preferred; three to five years of responsible experience in information technology; or an equivalent combination of education and experience.


Job Responsibilities

Maintain, configure and engineer Town of Falmouth computer systems, cyber security protocols and solutions, physical and virtual networks and data centers, and a number of IT solutions in participation with IT support services and institutional IT operations.

The essential functions or duties listed below are illustrations of the type of work 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.

Install and upgrade computer components and software, and integrate automation processes that are dictated by the Network and Systems Administrator and/or Director of I.T.

Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues in tandem with Network and Systems Administrator

Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure

Assist in designing and delegating regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures

Ensure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions

Responsible for capacity, storage planning, and database performance

Prepare and maintain documentation of network configurations and cabling layouts.

Administer wireless infrastructure and supporting systems.

Recommend upgrades, patches, and new applications and equipment.

Work with the Network and Systems Administrator and/or Director to research and recommend approaches for system administration tasks

Analyze and monitor server security and implement patches and fixes to address potential security holes.

Provide hardware and operating system support for the corporate and field computer systems environment, Windows, and storage systems.

Deploy, maintain, and troubleshoot core business applications, including application servers, associated hardware, endpoints, and databases

Meet and coordinate with internal and external stakeholders to establish project scope, system goals, and requirements

Translate highly technical specifications into clear non-technical requirements

Manage the set-up and configuration of systems, including troubleshooting tier 2+ end-client issues.

Define and coordinate the execution of testing procedures, and develop test cases to serve the overall quality assurance process

Provide documentation of all processes and training as needed

Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot reported errors and alarms

Perform design, implementation, and upgrades of information systems to meet the business and user needs

Implement best practices for scalability, supportability, ease of maintenance, and system performance

Leverage best-in-class technologies to address unresolved issues in information and data management.

Other duties as assigned


Recommended Minimum Qualifications

EDUCATION AND EXPERIENCE -

Associates s Degree in Information Systems Management, Engineering, or a related field, Bachelor’s Degree preferred; three to five years of responsible experience in information technology; or an equivalent combination of education and experience. Successful completion of CORI/background investigation. Valid Class D driver’s license.

KNOWLEDGE -

Knowledge of a wide range of IT standards, principles, concepts, methods, policies, and authorized approaches.

 

Knowledge of the principles and methods used for planning and managing the implementation, update, and integration of information system components.

ABILITY -

Ability to process complex time sensitive data and information from multiple sources, make decisions and communicate actions.

 

Ability to communicate complex information clearly, adapt to target audiences, deliver messages and communications at the appropriate level;  expressing highly technical information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information; delivering technically authoritative and persuasive oral presentations; listening to others, attending to nonverbal cues, and responding appropriately.

 

Ability to analyze, troubleshoot, diagnose, and resolve complex Information Technology and business process problems; research alternative solutions to system and service issues; provide guidance, instruction, and direction on operations, maintenance, and life- cycle support services in the operation of networked and personal computers, peripherals, medical equipment/devices, software, security (cyber and physical), and telecom.

 

Ability to independently plan and execute work. Thorough when performing work and conscientious about attention to detail

 

Ability to provide customer training on desktop software to groups or individuals in an on-the-job or classroom setting.

SKILL -

Excellent oral and written communication skills to effectively meet and drive the requirements gathering process with our customers as well as perform analytical and system support duties.

 

 

Skilled problem solver - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and make recommendations.


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 30 pounds. Vision requirements include the ability to read documents, and computer monitors and distinguish colors, inspect computer boards and wires, and use computer equipment.

Application Special Instructions

Applications accepted until position is filled with a preliminary review to take place on 09/29/21