IT Support Specialist

City of Homer Alaska•Kachemak City, AK

5d•Hybrid

About The Position

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.

Requirements

Extensive knowledge and experience in IT service desk and/or IT operations.
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.
Current Driver's License required.

Nice To Haves

Familiarity with local government or other public sector information systems is desirable.
Degree in related field and 3-5 years of experience in IT service desk or IT operations, or equivalent applicable work experience preferred.

Responsibilities

Provide first-tier support for all end-user software including but not limited to Microsoft Office 365 applications, business applications, and Windows operating system.
Provide first-tier support for all end-user hardware including desktop computers, laptops, VoIP phones, monitors, printers, tablets and mobile devices.
Manage standardized Windows endpoint configurations, including operating system settings, device policies, software updates, and baseline security controls, using modern management tools.
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.
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.
Handle multiple project responsibilities simultaneously, to prioritize work and resolve technical emergencies as they may occur.
Work with IT staff in designing technical systems and architecture.
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.
Assist with maintaining the City's Wide Area Network (WAN) and Local Area Network (LAN).
Assists with upgrades/repairs of security, backup, and recovery systems and procedures to assure system integrity.
Installs network cabling and other low voltage wiring as directed when needed (retrofit cabling).
Utilizes interpersonal and communication skills as an IT professional to train, instruct and educate groups and individuals in a team environment.
Performs other duties as assigned.