IT Information Specialist II

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.

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.
• Availability to work occasional evenings and weekends, as assigned; availability to participates in 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.

The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer once the employer has met bargaining obligations with the union.

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

 For more information and how to apply visit www.amherstma.gov