IT Support Specialist (Citywide)

City of Highland Park•Highland Park, IL

12d•Onsite

About The Position

Serves as the initial point of contact for City staff seeking technical support City-wide. Troubleshoots and resolves hardware, software, network, and telecommunication issues to ensure reliable IT service delivery across all departments. Functions as a versatile, first-tier, jack-of-all-trades technical resource, able to quickly learn new systems and technologies and provide effective support to staff at every level of the organization, from front-line employees to senior leadership. Assists with the onboarding and rollout of new technologies to support successful adoption City-wide. Manages relationships with IT vendors and coordinates procurement, invoicing, and billing for IT products and services.

Requirements

Associate's degree in Computer Science, Information Technology, or a related field required. College coursework combined with relevant professional certifications may substitute for the degree requirement.
Three to five years of IT support experience, with demonstrated strength in troubleshooting, customer service, and documentation.
Demonstrated experience coordinating with vendors, processing invoices, or supporting procurement/purchasing activities.
Demonstrated experience supporting technology users at all levels of an organization, from front-line staff to senior leadership.
Valid driver's license is required.
Knowledge of hardware and software components of servers, personal computers, and mobile devices
Proficiency in troubleshooting user issues across diverse systems and platforms
Ability to document technical procedures and IT support processes clearly and accurately
Effective interpersonal and communication skills to explain technical issues to non-technical users
Ability to manage multiple assignments and priorities independently
Capacity-building mindset, able to walk users through solutions to reduce reliance on IT support
Availability for on-call support during off-hours for critical IT issues and emergencies
Strong time management, customer service orientation, and problem-solving skills
Ability to build and maintain productive working relationships with IT vendors and service providers
Skill in reviewing invoices, purchase orders, and vendor contracts for accuracy
Basic understanding of municipal procurement and budgeting practices, or willingness to learn
Strong organizational skills and attention to detail in tracking expenditures and vendor records
Versatile, adaptable, and comfortable serving as a jack-of-all-trades across a wide range of technical disciplines
Quick to learn new systems, technologies, and processes independently and apply them on the job
Experience assisting with the onboarding and rollout of new technology platforms, including testing, training, and phased implementation
Ability to effectively support and communicate with staff at all levels of the organization, from front-line employees to senior leadership

Nice To Haves

Relevant IT certifications such as CompTIA A+ or Network+, Cisco's CCNA or other networking certifications, Microsoft or Google Cloud credentials, or any other industry-recognized certifications.

Responsibilities

Provide Tier 1 help desk support City-wide for all City departments.
Troubleshoot and resolve issues related to computers, software, printers, phones, voicemail, and related systems.
Escalate complex issues to appropriate IT staff.
Serve as a primary point of contact for selected IT vendor relationships.
Coordinate service requests, warranty claims, and support tickets with hardware, software, and telecommunications vendors.
Maintain vendor contact records and relationships.
Process and track IT-related invoices, purchase orders, and recurring service billing.
Reconcile vendor invoices against contracts and quotes.
Maintain accurate records of IT expenditures and assist IT leadership with budget tracking and forecasting.
Install, configure, and maintain Devices, operating systems, software, and network connections City-wide.
Assist with inventory and repair of IT assets across all departments.
Maintain systems such as the IT Help Desk, Asset Management, and Software Licensing.
Develop and update procedures for key systems and maintain accurate license and warranty records.
Assist with onboarding, testing, and phased rollout of new technologies and platforms to support successful City-wide adoption.
Research IT products, services, and solutions based on user and technical specifications.
Obtain quotes, compare vendor proposals, and provide purchasing recommendations to IT leadership.
Perform other related duties as assigned.