IT Support Specialist

GENERAL FUNCTIONS

The IT Support Specialist serves on the front line of the City's IT service desk, providing direct support to end users for hardware, software, and related technology services. This role is responsible for initial intake and fulfillment of service requests, and diagnosis and resolution of technical issues in a timely manner while delivering clear, customer-focused communication. More complex requests or problems are documented and escalated appropriately to ensure efficient resolution and continuity of IT services. The IT Support Specialist has primary responsibility for managing the fleet of desktop computing hardware and mobile devices for City of Homer staff.

JOB FUNCTIONS AND MAJOR ACTIVITIES

1. Provide first-tier support for all end-user software including but not limited to Microsoft Office 365 applications, business applications, and Windows operating system.
2. Provide first-tier support for all end-user hardware including desktop computers, laptops, VoIP phones, monitors, printers, tablets and mobile devices.
3. Manage standardized Windows endpoint configurations, including operating system settings, device policies, software updates, and baseline security controls, using modern management tools.
4. Administer mobile device management (MDM), including device enrollment, configuration profiles, application deployment, and security policies for smartphones and tablets. Assist users with mobile access issues and ensures devices remain compliant with organizational standards and data protection requirements.
5. Administer digital identity management and access controls across City systems, both on-premise and cloud (Active Directory, Entra ID/Azure AD, Group Policy); manage login accounts and provision software services based on approved requests.
6. Handle multiple project responsibilities simultaneously, to prioritize work and resolve technical emergencies as they may occur.
7. Work with IT staff in designing technical systems and architecture.
8. May be requested to assist departments with non-desktop technologies, including but not limited to telephone systems, SCADA systems, PLC controllers and telemetry monitoring, building automation, Emergency 911 communications systems, dispatch and radio console systems, two-way radio subscriber units, GPS systems and base stations, point-to-point and point-to-multi-point microwave radios.
9. Assist with maintaining the City's Wide Area Network (WAN) and Local Area Network (LAN).
10. Assists with upgrades/repairs of security, backup, and recovery systems and procedures to assure system integrity.
11. Installs network cabling and other low voltage wiring as directed when needed (retrofit cabling).
12. Utilizes interpersonal and communication skills as an IT professional to train, instruct and educate groups and individuals in a team environment.
13. Performs other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

Extensive knowledge and experience in IT service desk and/or IT operations. Familiarity with local government or other public sector information systems is desirable. Skill in organizing resources and establishing priorities. Ability to evaluate, learn and support new systems and applications. Must have a high level of oral and written communication skills as well as strong interpersonal skills. Ability to communicate technical information to nontechnical personnel. Ability to identify and resolve problems with computer systems and TCP/IP networking environments . Ability to obtain and maintain security clearance standards as set by the Alaska Public Safety Information Network (APSIN) and the National Crime Information Center (NCIC). Obtain and maintain a Criminal Justice Information Security (CJIS) Awareness certification.

High School Diploma or GED required. Degree in related field and 3-5 years of experience in IT service desk or IT operations, or equivalent applicable work experience preferred. Current Driver's License required.

DECISION MAKING RESPONSIBILITIES/AUTHORITY

Under limited supervision, must be able to perform a wide variety of computerized information system functions, and work with other Departments throughout the City. Independent judgment and analytic skill necessary. Ability to utilize traditional and non-traditional support services. Develops procedures at unit level for network planning. Activities are a moderate to high source of potential liability to the City. Moderate budget authority at unit level.

SUPERVISORY AUTHORITY

None.

EXTERNAL VISIBILITY/CONTACT

High frequency of contact with key city personnel and key service personnel. Infrequent presentation and attendance at Council meetings and low frequency of contact with the general public. Low frequency of contact with government officials.

WORKING CONDITIONS

Office environment, required to travel to other departments within the City for repair and installation of systems. Moderate frequency of exposure to adverse weather conditions and low frequency of hazardous working situations in installing exterior equipment. While performing the duties of this job, employee will frequently be required to use hands and fingers dexterously to operate office equipment, will be required to communicate orally, regularly required to sit, and occasionally to stand, walk, stoop, kneel, or crouch, climb and reach with hands and arms. May have to adjust working hours/schedule to minimize maintenance impacts to City functions. Participates in an on-call rotation to provide after-hours support for critical IT incidents, respond promptly to call-outs and required to be available to report on site within one hour to address urgent service disruptions. Employee must occasionally transport up to 50 pounds. Specific vision abilities required include close vision and the ability to adjust focus.