The Town of Falmouth welcomes applications from experienced IT professionals for the position of IT Support Specialist II. This is a stable, full-time, year-round, benefited position that serves as one of the Town's Tier II technical support resources, providing advanced troubleshooting, systems administration, and technical guidance while supporting the technology systems relied upon by Town employees to deliver essential municipal services.
The IT Department provides technology support to Town departments and facilities throughout Falmouth, including all public safety operations, by maintaining the computer systems, networks, software, telecommunications, and technology infrastructure that support daily municipal operations. This position offers an excellent opportunity for an experienced IT professional seeking meaningful public service work in a collaborative, fast-paced municipal environment.
The IT Support Specialist II is based primarily at Falmouth Town Hall and regularly travels to Town buildings and facilities throughout the community to provide on-site technical support. This position works 40 hours per week, Monday through Friday, from 8:00 a.m. to 4:30 p.m., with a one-half hour unpaid lunch break. This position participates in an after-hours on-call rotation and periodically works overtime to support scheduled off-hour maintenance, emergencies, and special Town events, including the biannual Town Meetings, the Falmouth Road Race, the Town's Fourth of July fireworks celebration, and the Barnstable County Fair.
Under the general direction of the IT Director, the IT Support Specialist II performs advanced Tier II technical support, systems administration, customer service, and project support functions requiring considerable independent judgment. Essential functions include, but are not limited to:
- Providing advanced Tier II technical support by independently diagnosing and resolving complex hardware, software, Microsoft 365, Active Directory, networking, telecommunications, systems access, and other technical issues while escalating matters beyond the scope of the position as appropriate;
- Serving as a primary technical resource for the Town's help desk by monitoring, prioritizing, documenting, and responding to support requests and providing technical guidance to the IT Support Specialist I as needed;
- Installing, configuring, maintaining, troubleshooting, and supporting desktop computers, laptops, peripherals, printers, mobile devices, approved software applications, and workstation moves, adds, and changes throughout Town departments;
- Administering Active Directory and email accounts, including creating, modifying, disabling, removing, and maintaining user accounts, permissions, security groups, and accurate technology asset records in accordance with cybersecurity best practices and the Principle of Least Privilege;
- Analyzing recurring technical issues, identifying root causes and technology support trends, collaborating with other IT staff to improve system reliability, and recommending operational improvements to the IT Director;
- Developing and maintaining end-user documentation, technical procedures, knowledge base articles, and documentation of system changes to promote consistency, improve efficiency, and reduce recurring support requests;
- Coordinating with Town departments and, occasionally, as assigned, with vendors, contractors, software providers, County and State agencies, to resolve hardware, software, telecommunications, and other technology-related issues;
- Providing technology training and guidance to Town employees, assisting with special technology projects, and supporting departmental initiatives that improve the efficiency and effectiveness of Town operations;
- Providing backup administrative support to the IT Department during the absence of the IT Support Specialist I or periods of high workload, including processing departmental accounts payable invoices;
- Participating in the Department's after-hours on-call rotation and assisting with scheduled maintenance, emergencies, special events, and other projects requiring technical support outside normal business hours; and
- Performing all other related duties as assigned.
Minimum Qualifications: Associate degree in computer science, information technology, or a closely 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.
Thorough knowledge of Microsoft Windows desktop and server operating systems, Microsoft 365 applications and services, Active Directory, networking fundamentals, desktop and mobile hardware, help desk systems, cybersecurity best practices, and enterprise IT environments is strongly preferred. A+ certification and Microsoft certifications (such as MCSA or MCSE), or equivalent technical certifications, are preferred.
Must possess a valid driver's license and successfully pass a comprehensive background check conducted by the Falmouth Police Department, including obtaining Criminal Justice Information Services (CJIS) Unescorted Access Clearance.
The successful candidate is an experienced, customer-focused IT professional who exercises sound judgment, communicates effectively with technical and non-technical users, and independently researches, analyzes, and resolves complex technical issues. Candidates must demonstrate exceptional analytical, troubleshooting, organizational, documentation, and customer service skills while effectively managing multiple priorities in a fast-paced municipal environment.
The successful candidate must be capable of working independently while collaborating closely with the IT Director and other IT staff, sharing technical knowledge and providing guidance to the IT Support Specialist I, maintaining strict confidentiality, and establishing positive working relationships with employees, vendors, contractors, and outside agencies. A commitment to continuous learning, teamwork, professionalism, and public service is essential.
Expected Starting Range: The full pay range for this position is Step 1 ($39.99/hour) to Step 10 ($54.03/hour). The expected starting range is Step 1 through Step 5 of the 10-step pay scale, commensurate with qualifications and experience, with eligibility for annual step advancement.
Comprehensive benefits package, including 13 paid holidays per year; vacation, sick, and personal paid leave; 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, July 27, 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 employees through ongoing training and professional development opportunities.
We are proud to be an Equal Opportunity Employer and welcome applications from all qualified candidates. The Town offers competitive compensation , and benefit-eligible positions offer comprehensive health, dental, and vision insurance and other valuable benefits , and include participation in the Town's pension plan . All applicants must be able to interact and work effectively and respectfully with individuals and groups of various abilities, cultures, backgrounds, ages, and identities.
