IT Operations Administrator

Town of Andover•Andover, MA

17h•Onsite

About The Position

Under the direction of the Civic Media Manager, the IT Operations Administrator is responsible for scheduling, developing, and managing programming slots for Educational and Government (EG) access channels. In addition to civic media programming responsibilities, this role serves as the primary triage point for the Town and School IT helpdesk. The position answers incoming IT support calls, monitors ticket queues, assigns and routes tickets appropriately, and ensures accurate categorization and prioritization to maintain smooth departmental workflow.

Requirements

Associate's degree and 1-2 years of related experience.
Any applicable certifications in broadcast technology, media management, or other tools.
Experience with customer service.
General understanding of IT concepts.
Basic familiarity with AI transcription and summarization tools for meeting documentation.
Good understanding of the organization’s goals and objectives.
Highly self-motivated and directed.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to present ideas in business-friendly and user-friendly language.
Strong customer service orientation.
Excellent written, oral, interpersonal, and presentational skills.
Experience working in a team-oriented, collaborative environment.

Responsibilities

Develop and maintain a programming schedule for EG channels, ensuring a diverse and engaging mix of content for the community.
Analyze viewership data and feedback to optimize programming and scheduling decisions.
Collaborate with Town and School departments to identify and promote relevant civic content.
Research and recommend new programming opportunities, including community-produced content and special events.
Coordinate with internal and external partners to acquire and prepare content for broadcast.
Implement and maintain technical solutions for scheduling and content management.
Coordinate with board & committee reps requesting interns for meeting coverage and technical support.
Serve as the first point of contact for the IT helpdesk by answering phones, monitoring shared inboxes, and watching real-time ticket flow.
Review, categorize, and assign incoming tickets to the appropriate IT staff based on issue type, urgency, and established workflows.
Coordinate with Techs, Experience Architect, and other IT teams to facilitate smooth workload distribution.
Communicate with end-users to gather required information or clarify issues before routing.
Prepare accurate and timely minutes for recorded meetings using AI transcription and summarization tools.
Add chapters, bookmarks, or other time-based divisions to recorded meetings for improved navigation and access.
Maintain documentation for programming schedules, meeting minutes, and broadcast logs.