City of Shelbyville, Tennessee
LEVEL 1 HELP DESK TECHNICIAN
***Application & job description must be submitted to be considered for interview. Please visit www.shelbyvilletn.org for more information***
JOB SUMMARY:
The City of Shelbyville, a vibrant community of approximately 30,000 residents, is seeking a motivated and customer-oriented Level 1 Help Desk Technician to join our newly established and rapidly growing Information Technology Department. This is an outstanding opportunity to launch your IT career in public service, supporting essential city operations across multiple departments including Police, Fire, Public Works, Airport, Parks and Recreation, Animal Control, and Administration. As our IT team expands to meet the needs of a dynamic municipal environment, there is significant potential for professional growth, skill development, and advancement into more specialized IT roles.
You will serve as the primary point of contact for city employees experiencing technical issues, delivering prompt professional assistance to ensure reliable technology support for critical public services.
BENEFITS:
This is a full-time position with a pay range of $50,000-$60,000, depending on experience and qualifications. The City provides a comprehensive benefits package which includes 100% City paid individual medical, dental and vision insurance benefits, long-term disability, life insurance, various paid leaves such as vacation, personal, sick, bereavement and holidays as well as City contributions to a 401(k).
EQUIPMENT/LOCATION/ENVIRONMENT/PHYSICAL REQUIREMENTS:
· The employee will work indoors at Shelbyville City Hall or other locations designated as their primary location of work. However, the employee will be required to work at other departments to accomplish IT related tasks.
· The employee will be required to operate computer systems, including several programs as required to complete daily tasks.
· The employee may be required to operate telephones, scanners, and copy machines.
· The position also requires intermittent sitting, standing, stooping, and walking and may expose the employee to loud noise.
· Employee may need to routinely climb ladders, wiring in crawl spaces and attic spaces, lifting 20 lbs. up to 50lbs. occasionally.
· Employee will be exposed to inside and outside environmental conditions.
ESSENTIAL FUNCTIONS:
(The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by employees in this classification, only as a representative summary of the primary duties and responsibilities, Incumbent(s) may be required to perform additional, position-specific duties.)
1. Act as the first point of contact for all IT support requests from city staff across various departments, responding via phone, email, ticketing system, or in-person in a courteous and efficient manner.
2. Log, prioritize, track, and document support tickets, issues, resolutions, and follow-ups using the department's help desk system.
3. Provide Tier 1 troubleshooting and resolution for routine hardware, software, and connectivity problems, including password resets, Microsoft Office 365/Outlook/Teams support, printer and peripheral issues, email configuration, basic Windows/macOS troubleshooting, mobile device connectivity, and application access.
4. Assist users with remote access, VPN connections, and basic network troubleshooting (e.g., Wi-Fi, IP configuration).
5. Escalate complex or unresolved issues to senior IT staff with thorough documentation and maintain communication until resolution.
6. Support new employee onboarding by setting up workstations, installing/configuring hardware and software, and providing basic user training.
7. Perform basic account management tasks (e.g., user account creation/modification) under supervision.
8. Conduct on-site support as needed for departments such as Police, Fire, Public Works, Airport, and others.
9. Contribute to the development and maintenance of a knowledge base with common solutions and best practices for city-specific systems.
10. Monitor recurring issues and provide feedback to help improve citywide IT systems, processes, and preventive measures.
11. Assist with occasional special projects as the IT department continues to grow and evolve.
REQUIRED KNOWLEDGE & ABILITIES:
· Fundamental understanding of computer hardware, operating systems (Windows 10/11 preferred), and common software applications.
· Familiarity with Microsoft 365 suite (Outlook, Teams, Word, Excel) and standard productivity tools.
· Strong customer service skills with the ability to communicate technical information clearly and patiently to non-technical users, including first responders and administrative staff.
· Excellent problem-solving and logical troubleshooting abilities.
· Effective verbal and written communication skills for documenting issues and interacting with diverse city employees.
· Ability to multitask, prioritize requests, and work effectively in a service-oriented, sometimes high-pressure public sector environment.
· Basic knowledge of networking fundamentals (e.g., IP addressing, Wi-Fi connectivity).
· Proficiency or quick adaptability to ticketing systems and remote support tools.
· Attention to detail, reliability, and a commitment to accurate record-keeping.
RECOMMENDED QUALIFICATIONS:
· High school diploma or GED required; Associate's degree in Information Technology, Computer Science, or a related field; or 4 years of related experience; preferred.
· CompTIA A+ certification (or actively pursuing) is highly desirable.
· Additional relevant certifications such as CompTIA Network+, Microsoft 365 Fundamentals, or Google IT Support Professional Certificate are a plus.
· Prior experience in customer service, retail tech support, or any hands-on IT troubleshooting (including personal/family devices) is beneficial but not required.
· Willingness to learn city-specific systems and participate in on-the-job training.
· Valid Tennessee driver's license is required
· Ability to pass a background check, as required for positions supporting public safety departments.
This entry-level role offers meaningful public service impact, hands-on experience across diverse municipal operations, and excellent opportunities for career advancement as our IT department grows. The City of Shelbyville is committed to employee development and provides training, mentorship, and support to help you succeed and advance in information technology.
We encourage applications from enthusiastic individuals eager to build a career in municipal IT support.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Work Location: In person
