Information Technology Support Technician

The City of Manchester seeks an Information Technology Support Technician to provide technical support for various departments. Responsibilities include troubleshooting, maintaining systems, assisting with user setup, managing network hardware/software, and ensuring cybersecurity. The role requires a Bachelor's degree in Computer Science or a related field and four years of IT experience. The position is based in Manchester, TN, indicating it is not remote.
Job Title: Information Technology Support Technician

Department: Information Systems

Reports To: Information Systems Director

FLSA Status: Exempt

Job Summary

Under direct supervision of the Information Systems Director, the Support Technician delivers support and technical assistance to employees for technology installed in the different departments at the City of Manchester. The Support Technician analyzes and diagnoses user needs and quickly resolves problems; ensures assigned systems and services are properly maintained and fully operational; and assists systematic improvements and opportunities to optimize workflows. Duties include providing all level of support for Windows workstations/servers, network, software applications, email, website, livestreaming, cybersecurity, and documentation.

Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Assists employees with setup, maintenance, troubleshooting, and problems they have with their computers.
• Sets up all operating systems, computers, software applications, wireless networks, and accessories including printers, scanners, monitors, switches, telephones, and other related equipment.
• Performs administrative tasks related to computer operations which include maintaining user profiles, setting up and resetting user names and passwords and other related activities.
• Maintains network hardware and software, including servers, peripherals, network nodes, and wiring.
• Provides appropriate computer training for employees.
• Installs and tests software upgrades.
• Maintains Microsoft Windows computers and laptops including updates.
• Maintains Microsoft Windows Server Platforms including updates.
• Maintains the City’s LAN/WAN.
• Manages GoDaddy email hosting for City accounts.
• Manages computer/server backup functions.
• Manages livestreaming on social media sites for City committee meetings.
• Manages the Watch Guard Firewall and VPN.
• Maintains the City of Manchester’s website using CivicPlus.
• Manages the City of Manchester’s Facebook page and other social media sites.
• Maintains the City of Manchester’s 3Com telephone system.
• Maintains Cybersecurity in all City departments.
• Maintains the integrity and continual operation of the IT network including the wireless networks ensuring the continual functioning of mission critical operations.
• Monitors compliance with the City of Manchester’s Computer and Network security policies and procedures, social media use, and internet posting policy.
• Provides support and expertise to all City departments in the implementation of short-term and long-term information management solutions.
• Coordinates with third-party support vendors on maintenance for network hardware, software, and telecommunications services.
• Assists in developing strategy for the future direction of the City’s LAN/WAN and provide recommendations for state of the art of technology.

Minimum Qualifications Required Education And Experience
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum four years of experience working in IT operations including information services management, systems design/architecture, network operating systems, programming software applications/support, and hardware/software troubleshooting.
• Experience in Windows Active Directory applications, LAN/WAN, and VPN.
• Experience with a wide range of MS Office products including Word, Excel, Outlook, and PowerPoint.
• Experience with web conferencing and livestreaming for social media.
• CompTIA A+ Certified.
• Microsoft Certified preferred.
• Cybersecurity experience preferred.
• Previous government experience preferred.
• Experience with Tyler Technologies Incode ERP Software is a plus.
• Experience with CivicPlus Website Software for local governments is a plus.
• Valid Tennessee Driver’s License.

Skills
• Sound understanding of computer systems, networks, security, telecommunications, databases, and storage systems.
• Knowledge of computer hardware, software, and peripherals, such as central processing units, servers, monitors, cables, network systems, printers, VoIP systems, server computer hardware and software, local area network (LAN), wide area network (WAN), and network applications.
• Strong interpersonal, communication, and leadership skills
• Ability to manage and prioritized tasks and projects
• Knowledge of all relevant coding languages and security protocols.
• Excellent analytical and problem-solving skills.
• Team oriented.

Physical Demands

Requires stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing, and repetitive motions.

Work Environment

Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently and/or up to 10 pounds of force constantly to move objects.

Reasonable Accommodation(s)

Reasonable accommodation(s) if needed will be provided for the employee to perform the required job with adequate strength, dexterity, coordination and visual acuity and in a manner that does not pose a direct threat to the health or safety of the employee or others in the workplace.

Note: The City of Manchester is an Equal Opportunity Employer. In compliance with the American with Disabilities Act (ADA), the City may provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. This job description does not constitute an employment agreement between the City of Manchester and the employee and is subject to change by the employer as the needs of the City and requirements of the job change.