Technical Support Specialist

Job Description

The Technical Support Specialist provides hands-on support for end-user technology needs across City departments. This role focuses on installing, configuring, maintaining, and troubleshooting hardware, software, and network-related issues, as well as assisting with system upgrades, deployments, and user training. The ideal candidate has strong analytical and problem-solving skills, with the ability to work both independently and collaboratively. They will thrive in a dynamic, fast-paced environment, delivering excellent technical support while providing exceptional customer service to staff, vendors, and executive management.

Essential Functions

Technical Support

• Provide first-level and advanced support for desktops, laptops, printers, and related peripherals.
• Troubleshoot and resolve hardware, software, and connectivity issues via in-person, phone, email, or ticketing systems, escalating when appropriate.
• Perform data backup, restoration, and file recovery as needed.
• Coordinate equipment provisioning, maintenance, and repairs with vendors and service providers.

System Administration

• Install, configure, test, and deploy hardware, software, and operating system updates.
• Administer and monitor IT systems, user accounts, permissions, and security settings (training provided as needed).
• Participate in periodic inventory audits of technology equipment and software licenses.

Documentation & Training

• Develop and maintain user guides, training materials, and Knowledge Base documentation.
• Train and assist staff in the proper use of technology, applications, and tools.

Customer Service & Professional Development

• Provide exceptional customer service while engaging with end users, colleagues, vendors, and management.
• Stay current with trends in information technology, hardware, software, and industry best practices.
• Track, monitor, and document support activities accurately in the City’s ticketing system.

Competencies, Knowledge, Skills and Abilities

The ideal candidate is a reliable, detail-oriented IT professional who thrives in a fast-paced environment and enjoys solving problems. They are customer-focused, communicate clearly, and can translate technical concepts into language that non-technical staff can understand. They are adaptable, eager to learn, and comfortable working both independently and as part of a collaborative team.

Technical Support

• Strong troubleshooting skills for desktops, laptops, printers, peripherals, and connectivity issues.
• Ability to diagnose and resolve both hardware and software problems efficiently.
• Familiarity with data backup, recovery, and file management best practices.

System Administration

• Knowledge of account setup, permissions, and basic IT security protocols.
• Proficiency in installing, configuring, and updating hardware, software, and operating systems.
• Possess an understanding of asset management, inventory tracking, and software licensing.

Documentation & Training

• Ability to create clear user guides, technical documentation, and Knowledge Base articles.
• Skilled at training and supporting staff with varying levels of technical proficiency.

Customer Service & Collaboration

• Demonstrates professionalism, reliability, and a strong work ethic.
• Provides excellent customer service with patience and clarity.
• Effective communicator (written and verbal) with staff, management, and vendors.
• Works well independently and collaboratively in a team environment.
• Strong organizational skills with the ability to manage multiple tasks and priorities.

Professional Growth

• Commitment to staying current with trends in information technology, hardware, and software.
• Adaptability to learn and support new systems, applications, and tools as they are adopted by the City.

Qualifications

The successful candidate must have a high school diploma or equivalent; an associate’s degree in information technology, Computer Science, or a related field is preferred. Candidates with an equivalent combination of education and experience will also be considered.

Applicants should have 1–3 years of progressive experience providing technical support for hardware, software, and end-user technology in a professional setting. Experience in a large organization, IT Help Desk, or call center environment is strongly preferred, as it demonstrates the ability to manage high volumes of support requests and work with diverse users.

Government or public-sector experience is a plus, as familiarity with organizational processes, policies, and security requirements can be valuable in supporting City technology systems. Candidates must demonstrate strong problem-solving skills, adaptability, and a commitment to providing exceptional customer service in a fast-paced environment