IT Support Specialist/Senior IT Support Specialist

City of Goldsboro•Ila, GA

2d•$26 - $36

About The Position

Provides technical support and assistance to City end users so they can effectively use their technology tools. The role troubleshoots technical issues, sets up and configures systems, performs routine maintenance and upgrades, trains users, manages incidents and recurring problems, and works with other IT teams to resolve complex issues. It also supports security and policy compliance and manages IT assets to reduce downtime and maintain effective IT operations. The IT Support Specialist provides end-user support for hardware, software, and network-related issues; responds to tickets remotely or on-site; documents support activities; escalates advanced issues; and participates in end-user implementation, change, and upgrade projects. The Senior IT Support Specialist provides escalated support and mentorship, handles complex issues, evaluates technologies and support processes, works with contractors, and leads basic end-user implementation, change, and upgrade projects. The senior role also coordinates technology for City Council meetings and other high-profile events and provides advanced audiovisual support, preventive maintenance, and lifecycle planning for critical spaces. The anticipated start date is January 11, 2027. Applicants must attach a resume and cover letter. Candidates advancing in the review process must complete fingerprint screening to confirm eligibility for CJIS clearance, along with the standard pre-employment process.

Requirements

IT Support Specialist: High school diploma or GED required.
IT Support Specialist: Associate degree preferred and two years of relevant IT support or related experience, or an equivalent combination of education and experience.
Senior IT Support Specialist: Bachelor’s degree, preferably in Information Technology, Computer Science, or a related field, and three years of full-time relevant IT support experience, including demonstrated leadership skills, or an equivalent combination of education and experience.
Senior IT Support Specialist: Up to four years of directly related work experience may substitute for education.
Knowledge of computer hardware and software systems and applications, Windows 11, Microsoft Office, and PC/mobile device troubleshooting and repair.
Knowledge of computer terminology and control language, organization-wide technology training processes, and handling information restricted to specific persons.
Knowledge of compliance and security practices, including CJIS, HIPAA, and PCI.
Ability to communicate effectively orally and in writing, build working relationships, read technical documentation, write clear support documentation and nontechnical memos, solve problems, think analytically, manage time, perform computer or network capacity calculations, make simple projections, and exercise sound judgment.
Valid Class C Texas driver’s license required; out-of-state license holders must have a valid license and provide a three-year driving history.
IT Support Specialist: CompTIA A+ required within one year of employment.
Senior IT Support Specialist: CompTIA A+ certification required.
Candidates selected to move forward must complete fingerprint screening to confirm eligibility for CJIS clearance and complete the standard pre-employment process.
Applicants are required to attach a resume and cover letter.

Nice To Haves

IT Support Specialist: Associate degree.
IT Support Specialist: CompTIA A+, Network+, or Microsoft 365 Certified: Endpoint Administrator Associate.
Senior IT Support Specialist: CompTIA Network+, Security+, or Microsoft 365 Certified: Endpoint Administrator Associate.
Senior IT Support Specialist: Degree preferably in Information Technology, Computer Science, or a related field.

Responsibilities

Address and resolve technical issues for City staff through phone, email, or ticketing systems.
Diagnose and fix hardware and software problems, providing in-person support when issues cannot be resolved remotely.
Configure and set up workstations, operating systems, software, printers, scanners, and other peripheral devices.
Perform routine checks, updates, maintenance, and upgrades on user devices and software.
Train users, create and maintain instructional materials, and provide individual support as needed.
Analyze recurring issues, resolve them where possible, and escalate complex issues to senior staff or specialized teams.
Collaborate with network, security, applications, and other IT teams to resolve cross-functional issues.
Gather user feedback and keep users informed about issue status, system updates, and outages.
Ensure end-user devices and practices comply with organizational policies and regulatory requirements.
Maintain an inventory of City hardware and software and assist with procurement and deployment.
Troubleshoot audiovisual system issues and coordinate with external vendors to diagnose, repair, and improve systems.
Document support activities and maintain knowledge base articles and support procedures.
Participate in projects involving end-user implementations, changes, and upgrades; senior staff lead basic projects.
Provide escalated technical support and mentorship to support staff in the senior role.
Evaluate and implement technologies to improve support processes in the senior role.
Work with contractors performing work on City systems and validate recommendations and changes with peer support in the senior role.
Coordinate technology for twice-monthly City Council meetings and other high-profile events, including Town Halls, State of the City, and executive-level meetings, in the senior role.
Provide advanced audiovisual support, maintain preventive maintenance schedules, contribute to AV lifecycle planning and refresh initiatives, and support critical spaces used by City leadership in the senior role.