IT Support Specialist

City-of-West-Fargo; West Fargo (ND); On-site; USD 42,000 - 54,000; Full time

Job summary

The City of West Fargo is seeking a Support Specialist I to assist City users with IT needs, provide training, and monitor systems. Under general supervision, you will troubleshoot PC, software, and network issues and manage help desk requests.

You will install hardware and software, support public safety departments, and coordinate with the IT team. A relevant associate degree is required or an equivalent combination of education and experience; a valid driver’s license and English proficiency

Qualifications

• Associate’s degree in information technology or related field; equivalent combination of education and experience may be considered.
• Valid driver’s license; working proficiency in English required to fulfill job duties.
• Strong knowledge of computer hardware, software installation, and office applications.

Responsibilities

• Provide user support and training to City users.
• Troubleshoot software, hardware, and network issues; test and implement solutions.
• Troubleshoot networks, systems, and applications to correct operational issues.
• Utilize help-desk ticketing software; process requests and escalate as needed.
• Install and decommission hardware and peripheral components (monitors, keyboards, printers).
• Load software including operating systems and office applications.
• Install and troubleshoot proprietary software used by law enforcement and fire departments.
• Connect users to networks and provide training on applications.
• Coordinate with IT team on requests involving network hardware, software, AV, and telecommunications.
• Maintain City data integrity and information security.
• Provide 24/7 on-call support to Police, Fire, and Public Library systems as rotating on-call.
• Edit and update documentation like flow charts, diagrams, manuals.
• Perform other duties as required or assigned.

Skills

Troubleshooting

User support

Training

Help desk

Documentation

Education

Associate’s degree in information technology or related field

Equivalent combination of education and experience

Tools

Help desk software

Microsoft Office Suite

Networking hardware

Proprietary software (Law Enforcement/Fire Department)

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 escape 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.