IT Support Specialist II

Austin Community College; Falmouth (MA); On-site; USD 54,015 - 72,971; Full time

Benefits offered by this job

13 paid holidays per year

Paid time off

Professional development opportunities

Health insurance contributions

Pension plan enrollment

Job summary

A municipal government office in Falmouth seeks an IT Support Specialist II. This full-time role involves delivering Tier II technical support, managing help desk tickets, and configuring IT systems. Candidates should have an associate's degree in computer science, a minimum of 5-6 years of relevant experience, and effective customer service skills. Compensation includes a starting hourly wage between $39.21 to $52.97, along with comprehensive benefits. Applications are preferred by March 2, 2026.

Qualifications

• Minimum of 5-6 years of professional IT experience.
• Must possess a valid driver's license.
• Ability to work independently and in a team.

Responsibilities

• Deliver Tier II support for hardware and software issues.
• Manage help desk tickets ensuring communication with Town staff.
• Install and troubleshoot IT equipment and applications.

Skills

Technical support

Troubleshooting

Customer service

Active Directory

Documentation

Education

Associate degree in computer science or related field

Bachelor's degree in computer science or related field (preferred)

Tools

Ticketing system

Desktops and laptops

Mobile devices

Job description

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The Town of Falmouth is seeking an experienced and service-oriented IT professional to join our team as an IT Support Specialist II. This position plays a key role in supporting the technology infrastructure that allows Town operations to run efficiently and serve the community. This is a full-time, benefited position that works 40 hours per week, Monday through Friday, from 8 a.m. to 4:30 p.m., and participates in an on-call rotation for after-hours support. Occasional overtime is required to assist with off-hour scheduled maintenance, emergencies, and special Town events such as Town Meetings, the annual road race, fireworks, and the fair.

Under the general direction of the IT Director, the IT Support Specialist II provides Tier II technical support and performs a wide variety of advanced troubleshooting and system support functions, including:

• Delivering Tier II support for hardware, software, network connectivity, and systems access issues; independently researching and resolving technical problems while escalating complex matters as appropriate;
• Managing help desk tickets through the department’s ticketing system, ensuring accurate documentation, timely response, and clear communication with Town staff;
• Installing, configuring, maintaining, and troubleshooting desktops, laptops, peripherals, mobile devices, and approved software applications;
• Supporting new hire IT setups, workstation moves, adds, and changes across departments;
• Administering Active Directory and email accounts, including user provisioning, modifications, deactivation, and maintaining accurate user and asset records;
• Providing backup clerical and administrative support for the IT Department as needed; and
• Performing other related duties as required.

Minimum Qualifications: Associate degree in computer science or related field (bachelor’s degree preferred) and a minimum of five (5) to six (6) years of increasingly responsible full-time professional IT experience; or any equivalent combination of education, training, and experience which demonstrates possession of the required knowledge, skills, and abilities necessary to perform the essential functions of the position. Must possess a valid driver’s license and successfully pass a comprehensive background check conducted by the Falmouth Police Department.

The successful candidate is a patient and resourceful problem solver who excels at prioritizing multiple projects and service requests, provides exceptional customer service to users of varying technical ability, and documents thoroughly and accurately. Applicants should have the ability to work independently while contributing positively to a team environment, take initiative in researching and resolving Tier II-level issues, recognize when to elevate matters appropriately, and have a commitment to public service, professionalism, and continuous learning.

Expected Starting Range: The full range for this position is Step 1 ($39.21/hour) to Step 10 ($52.97/hour). The expected starting range is Step 1 through Step 5 of the 10-step pay scale, commensurate with qualifications and experience. Comprehensive benefits package, including 13 paid holidays per year; vacation, sick, and personal paid time off; professional development opportunities; Town contribution of up to 75% of the cost of health insurance; cost-effective dental, vision, life insurance, and disability policy plans; enrollment in the Town’s defined benefit pension plan; and voluntary pre-tax and Roth 457(b) plans.

Preference Date to Apply: Monday, March 2, 2026 by 4:30 p.m. The position will remain open until filled, but candidates who apply by the above date and time will be given preference over later applications. Candidates are encouraged to upload a cover letter and resume with their application.

About the Town of Falmouth as an Employer: The Town of Falmouth is a people-centered municipality committed to public service excellence. We strive to foster an inclusive and supportive work culture grounded in professionalism, collaboration, and accountability, and we invest in our personnel through ongoing training and professional development opportunities. We are proud to offer competitive compensation, insurance, and other benefits, including enrollment in the Town'spension plan, and to be an Equal Opportunity Employer that welcomes applications from all qualified candidates. All applicants must be able to interact and work effectively and respectfully with individuals and groups of various abilities, cultures, backgrounds, ages, and identities.