JOB
General Statement of Duties
Performs technically challenging work supporting, installing, and maintaining information technology and communication systems for the city. Work is performed under the supervision of the IT Director.
Distinguishing Features of the Class
An employee in this classis responsible for maintaining the City’s information technology and communications systems. Responsibilities include installing and maintaining hardware and software applications; troubleshooting and resolving equipment and network failures; administering Windows Active Directory and Microsoft Azure cloud services; maintaining VoIP telephone systems; managing file sharing security; and coordinating with vendors and the Managed Service Provider (MSP) to ensure reliable service delivery. EXAMPLE OF DUTIES
Illustrative Examples of Work
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Provides technical support primarily to the computer software and hardware operations of the City’s organization.
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Consults and works with users to define needs; assesses and analyzes those needs; makes recommendations; tests and documents; and works with users on issues.
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Visits work sites or provide technical answers via telephone or remote network administration to diagnose and solve problems, including root cause analysis.
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Performs troubleshooting, upgrades, and repairs of systems.
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Assists in recommendations of work standards, procedures and policies.
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Coordinates major repairs and upgrades with guidance from the Information Technology Director.
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Provides training for City Staff.
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Supports technical research and contributes to the continuous improvement of City technology systems and processes.
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Provides training and technical guidance to City staff on hardware, software, and technology best practices.
Helpdesk & MSP Management Responsibilities
The IT Specialist serves as the primary point of accountability for day-to-day helpdesk operations, including direct oversight and coordination of Managed Service Provider (MSP) helpdesk activities on behalf of the City.
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Calibrates and manages MSP performance on helpdesk tasks, ensuring service delivery aligns with City standards, SLAs, and end-user expectations.
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Monitors all open and pending helpdesk tickets—whether handled internally or by the MSP—to confirm timely acknowledgment, escalation, and resolution.
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Serves as the escalation liaison between end users and the MSP, providing additional context, access, or authorization as needed to advance stalled or complex issues.
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Conducts regular ticket queue reviews to identify aging, unresolved, or recurring issues that require elevated attention.
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Reports all outstanding, overdue, or unresolved helpdesk issues directly to the IT Director, including status summaries, root cause assessments, and recommended corrective actions.
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Documents help desk metrics, response trends, and MSP performance data for periodic review and continuous improvement planning.
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Ensures that help desk workflows, escalation paths, and documentation are current and followed consistently by both internal staff and the MSP.
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Coordinates with the MSP on onboarding, offboarding, and any changes to City systems that affect helpdesk scope or access.
