Information Technology Support Technician

Village of Northbrook; Northbrook (IL); On-site; USD 66,000 - 103,000; Full time

Benefits offered by this job

Medical Coverage PPO/HMO

Prescription Coverage

Vision Coverage

Flexible Spending Accounts

Life Insurance (Basic Term & Voluntary

Short- and Long-Term Disability (IMRF)

457 Plan / Defined Contribution Plan

Roth IRA

Paid Holidays, Personal Days, Vacation

Sick Time

Matching Paid Parental Leave

Tuition Reimbursement

Job summary

Village of Northbrook is seeking an IT Support Technician to provide first-level technical support for staff, troubleshoot issues, and escalate complex cases to engineers as needed.

The role emphasizes customer service, strong technical aptitude, and the ability to juggle multiple priorities in a fast-paced environment. Requires an associates degree and 1+ years in IT support.

Qualifications

• Associates degree in computer science or related field or equivalent combination of education and work experience.
• One or more years of experience supporting technology solutions with a strong desire to learn more.

Responsibilities

• Diagnose and resolve technical issues with root-cause analysis and effective fixes.
• Provide timely responses and resolutions in line with SLAs.
• Respond to support requests via ticketing system, phone, email, and in-person inquiries.
• Log, track, and update all incidents and service requests in the ticketing system.
• Escalate complex issues to IT staff as needed.
• Identify recurring issues and propose long-term solutions.
• Prioritize and manage multiple requests for efficient resolution.
• Coordinate with external vendors to resolve issues.
• Provide guidance and informal training to staff on technology usage.
• Follow directions from senior IT staff for timely resolution.
• Assist in supervising IT Interns and training on basic troubleshooting.

Skills

Problem solving

Troubleshooting

Customer service

Communication skills

Self-motivated

Team player

Patience

Vendor liaison

Cybersecurity awareness

Data security

Education

Associates degree in CS or related field

1+ years IT support experience

Tools

Windows 11

Microsoft Office 2016+

LAN basics

Job description

Job Opportunities

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Starting Pay: $65,985- $74,000, Depending on qualifications and experience, starting salary will be reflective of the range of position based on date of hire.

FLSA Status: Exempt - Full-time

Schedule: Standard work hours are Monday through Friday 8:30am to 4:30pm.

Deadline for Application: The Village will be closing the application process upon receipt of 50 completed applications. Applicants are encouraged to apply early.

The IT Support Technician provides first-level technical support to all Village staff, ensuring timely troubleshooting, triage, and resolution of technology issues. This role serves as the initial point of contact for IT-related concerns and escalates more complex issues to End-User Computing Engineers or Systems Engineers as needed. The technician supports a wide range of technologies, including desktop and laptop computers, software applications, tablets, mobile devices, printers, copiers, and other network-connected equipment.

This position requires strong customer service skills, technical aptitude, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

• Diagnose and resolve technical issues by identifying root causes and implementing effective solutions
• Provide timely responses and resolutions in accordance with established Service Level Agreements
• Respond to support requests via ticketing system, phone, email, and in-person inquiries
• Accurately log, track, and update all incidents and service requests in the ticketing system
• Escalate complex or advanced technical issues to appropriate IT staff
• Identify recurring issues and recommend long-term solutions to prevent future incidents
• Prioritize and manage multiple support requests to ensure efficient resolution
• Coordinate with external vendors as needed to resolve technical issues
• Provide guidance and informal training to staff to promote effective use of technology and reduce support needs
• Follow direction from senior IT staff to support timely and effective issue resolution
• Assist in overseeing IT Interns, including training on basic troubleshooting, device imaging, and daily tasks
• Perform other duties as assigned

Must haves for the ideal candidate include:

Skills and Abilities

• Skilled in problem analysis and problem solving
• Strong computer and troubleshooting skills
• Must be able to work independently and be self-motivated
• Team player with a passion for technology and learning new technologies
• Excellent customer service skills and ability to work with all levels of end users
• Strong communication (both verbal and written) and interpersonal skills
• Demonstrates a high degree of patience when working with less technical users
• Able to explain technical concepts to less technical staff members
• Ability to communicate appropriately with vendors, and to a limited degree, the general public
• Knowledge of all current Microsoft Operating Systems including but not limited to Windows 11
• Knowledge of Microsoft Office 2016 and newer
• Minimal knowledge of local area networks and ability to troubleshoot basic network connectivity issues
• Knowledge of the hardware and software components of desktop computers, laptops, tablets, and other mobile devices
• Manual ability to provide basic maintenance of hardware systems, including computers, networks, and peripheral devices
• Ability to protect the Village’s data and security when accessing from a personally-owned device and using Village-issued mobile devices.
• Ability to comply with internally established cybersecurity methods in order to gain access to a system or data.

License(s) and/or Certification(s)

• Must possess a valid State of Illinois Class D drivers' license, or ability to obtain one upon hire.

Education and Experience

• Associates degree in computer science or related field or equivalent combination of education and work experience
• One or more years of experience supporting technology solutions with a strong desire to learn more

Physical requirements

• This position is primarily desk-based and involves extensive computer use, including typing, troubleshooting, and reviewing technical documentation. The role also requires frequent bending, stooping, and movement to set up, install, and maintain workstations and related equipment. Occasional lifting and transport of light to moderate equipment (e.g., computers, monitors) may be required.
• Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment and hand tools.
• Hearing: Hear in the normal audio range with or without correction.

Benefits:

The Village offers a robust benefits package to support your well-being in exchange for your time and talent, including:

• Medical Coverage, PPO or HMO
• Prescription Coverage
• Vision Coverage
• Flexible Spending Accounts
• Life Insurance (Basic Term & Voluntary)
• Short- and Long-Term Disability (IMRF)
• 457 Plan / Defined Contribution Plan
• Roth IRA
• Paid Holidays, Personal Days, Vacation, Sick Time
• Matching Paid Parental Leave
• Tuition Reimbursement

The full range of the position is$65,985–$102,827 | Grade 245.

Equal Opportunity Employer Statement:

The Village of Northbrook is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or any other characteristic protected by law. We are dedicated to fostering an inclusive environment that values diversity and equal opportunities for all employees and applicants.