IT Support Specialist

City of West Fargo; West Fargo (ND); On-site; USD 42,000 - 56,000; Full time

Job summary

City of West Fargo is seeking a Support Specialist I to provide technical and clerical computer support for city users. You will assist with training, monitor system status, troubleshoot PC and network issues, and manage help desk requests.

Required: Associate degree in information technology or equivalent experience, valid driver’s license, and working proficiency in English. You will install software and hardware, support public safety departments, and participate in on‑call rotations.

Qualifications

• Associate degree in information technology or related field.
• Equivalent combination of education and experience may be considered.

Responsibilities

• Troubleshoot software, hardware, and communication issues; identify problem sources, test and implement solutions.
• Troubleshoot networks, systems, and applications to correct operational issues.
• Utilize help‑desk ticketing software; process requests and respond directly or escalate as needed.
• Install and decommission hardware and peripheral components, including monitors, keyboards, and printers.
• Load software including operating systems, network components, and office applications.
• Install and troubleshoot proprietary software solutions used by Law Enforcement and Fire Department.
• Connect users to networks and provide training on applications.
• Coordinate with IT team on support requests involving network hardware, configuration, software, audio/video, facilities, and telecommunications.
• Maintain City data integrity and ensure information security and access management.
• Provide 24/7 on‑call support (on a rotating basis) to Police, Fire, and Public Library systems.
• Work safely and follow all safe work practices; report unsafe work conditions.
• Support Commission Chamber conference equipment; serve as backup for meeting recordings.
• Ensure IT vehicles are operational and ready for use.
• Keep up to date on new and emerging technologies.
• Edit and update documentation such as flow charts, diagrams, user manuals, and installation instructions.
• Perform other duties as required or assigned.

Skills

Technical support

Customer service

Troubleshooting

English proficiency

On-call rotations

Software installation

Education

Associate degree in IT

Equivalent education/experience

Tools

Help desk ticketing software

Job description

Under general supervision, the Support Specialist I performs technical and clerical computer operation tasks in support of City users. The role includes user support and training, monitoring system status, troubleshooting PC and network issues, and managing help desk requests. This position also installs and maintains software and hardware systems, supports public safety departments, and participates in on‑call rotations.

• Troubleshoot software, hardware, and communication issues; identify problem sources, test and implement solutions.
• Troubleshoot networks, systems, and applications to correct operational issues.
• Utilize help‑desk ticketing software; process requests and respond directly or escalate as needed.
• Install and decommission hardware and peripheral components, including monitors, keyboards, and printers.
• Load software includes operating systems, network components, and office applications.
• Install and troubleshoot proprietary software solutions used by Law Enforcement and Fire Department.
• Connect users to networks and provide training on applications.
• Coordinate with IT team on support requests involving network hardware, configuration, software, audio/video, facilities, and telecommunications.
• Maintain City data integrity and ensure information security and access management.
• Provide 24/7 on‑call support (on a rotating basis) to Police, Fire, and Public Library systems.
• Work safely and follow all safe work practices; report unsafe work conditions.
• Support Commission Chamber conference equipment; serve as backup for meeting recordings.
• Ensure IT vehicles are operational and ready for use.
• Keep up to date on new and emerging technologies.
• Edit and update documentation such as flow charts, diagrams, user manuals, and installation instructions.
• Perform other duties as required or assigned.

• Associate’s degree in information technology or related field.
• An equivalent combination of education and experience may be considered.
• Valid driver’s license.
• Working proficiency in English required to fulfill job duties.

Preferred Qualifications

• A+, Net+ certifications.
• Strong knowledge of computer hardware and Microsoft Office Suite.
• Prior IT experience or completion of an internship in a related field.