IT Support Specialist

Description Summary

General

The IT Support Specialist plays a critical role in supporting, enhancing, and maintaining the City’s technology environment. This position provides intermediate technical assistance to employees and departments, performs intermediate system and network troubleshooting, assists with system administration tasks, supports technology projects, and helps ensure the security, reliability, and performance of end-user and departmental technology systems.

Supervision Received

The IT Support Specialist is responsible to and performs under the general supervision of the IT Director.

Supervision Exercised

Not Applicable.

Expectation of Job Duties

The following examples are meant to be illustrative only and are not intended to be all-inclusive:

• Serve as a primary technical resource for initial support issues, providing advanced troubleshooting and problem resolution for hardware, software, and peripheral systems.
• Assist in the installation, configuration, and lifecycle maintenance of computers, printers, mobile devices, and specialized technology systems used throughout the City.
• Support the administration and maintenance of the City’s computer networks, including assisting with switches, firewalls, wireless systems, and network monitoring tools.
• Perform intermediate troubleshooting of network connectivity issues, conducting root-cause analysis and escalating complex issues when appropriate.
• Maintain IT asset inventory and ensure all technology equipment is properly tracked, updated, and managed throughout its lifecycle.
• Implement, support, and enforce IT security policies, assist in the deployment of security tools, and participate in cybersecurity awareness and protection efforts.
• Stay informed about emerging cybersecurity threats and assist in implementing preventative measures to protect City data and technology resources.
• Provide user training, documentation, and guidance on systems, applications, security best practices, and new technologies.
• Document incidents, solutions, system configurations, and procedures for ongoing reference and operational consistency.
• Collaborate with IT staff and departments on technology projects, upgrades, system implementations, and process improvements.
• Perform other duties as assigned by the IT Director.

Job Requirements

Knowledge, Skills, and Abilities

• Knowledge or understanding of computer hardware, operating systems, and enterprise-level office software.
• Ability to troubleshoot and problem-solve, including diagnosing complex technical issues.
• Knowledge or understanding of cybersecurity best practices, endpoint security tools, and safe computing principles.
• Ability to provide strong customer service with professionalism and to work effectively in a team-oriented environment.
• Ability to communicate effectively in both written and verbal formats, including proficiency in documentation and delivering clear user instruction.

Minimum Qualifications

• Associates degree in IT.

• Proven experience as an IT Support Specialist or in a similar role.

• Valid Missouri Driver’s License required.

or

• Any combination of education, training, and/or experience which would qualify for the position as decided by the IT Director and approved by the City Administrator.