IT Support Technician

Town of Duxbury•Duxbury, MA

3d•Onsite

About The Position

The Support Technician serves as a first point of contact (Tier 1) for end-user technology support across Town and School environments. The position resolves common hardware, software, account, printing, classroom/audio-visual, mobile device, and endpoint connectivity issues; deploys and supports Windows and macOS computers, Chromebooks, iPads, and other approved devices, and supports Microsoft 365, Google Workspace, and approved applications. The Technician performs approved account and MFA tasks, installs and configures end-user equipment, maintains accurate asset and ticket records, and performs hands-on hardware break/fix. Basic network connectivity troubleshooting is expected; infrastructure, server, network, security, and other higher-level issues are documented and escalated appropriately. A successful Technician will minimize equipment downtime, communicate clearly, manage expectations, provide excellent customer service, and maintain ownership of assigned work through resolution or formal escalation. This position is also responsible for the management of the town’s website. Responsible for the planning, reviewing, and scheduling of work. Is available on-call during non-business hours, including weekends as necessary. Is familiar with social media and website technology and has required Microsoft 365 certifications or equivalent. The employee is required to perform all similar or related duties.

Requirements

Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field preferred. Equivalent combinations of education, technical training, industry certifications and practical experience may be substituted.
Strong customer service experience is required.
Practical working knowledge of Microsoft Windows and Apple macOS is expected, with familiarity supporting ChromeOS/Chromebooks and iOS/iPadOS.
Experience with Microsoft 365, Google Workspace, hardware break/fix, printers and peripherals, mobile device management, and basic wired/wireless networking is desirable.
Familiarity with Linux operating systems or command-line environments is a plus.
Relevant certifications such as CompTIA A+, Microsoft, Apple, Google, networking, Linux, or equivalent credentials are desirable.
Must have strong written and verbal communication skills, sound judgment and problem-resolution ability and the ability to manage and prioritize multiple work priorities under time-sensitive deadlines.
Must have a valid driver’s license.
Working knowledge of Microsoft Windows, Apple macOS, ChromeOS, iOS/iPadOS, Microsoft 365, Google Workspace, desktop and laptop hardware, printers and peripherals, mobile devices, classroom/audio-visual technology, basic TCP/IP networking, endpoint security and MFA concepts, ticketing/service management practices, and asset management.
General familiarity with Linux operating systems or command-line tools is desirable.
Ability to assist employees, students, Town officials, vendors, and partners effectively and professionally, communicate clearly in written and oral form, troubleshoot end-user technology problems systematically, prioritize and complete multiple assignments in a timely manner, document work accurately, maintain ticket momentum, recognize when escalation is required, provide individual or group instruction, maintain confidential information; establish effective working relationships, and adapt to a rapidly changing technology environment.
Strong skill in desktop and laptop troubleshooting, hardware break/fix, Windows and macOS support, common productivity and collaboration applications, customer service, problem solving, technical documentation, organization, and written and verbal communication.

Nice To Haves

Familiarity with Linux operating systems or command-line environments is a plus.
Relevant certifications such as CompTIA A+, Microsoft, Apple, Google, networking, Linux, or equivalent credentials are desirable.
General familiarity with Linux operating systems or command-line tools is desirable.

Responsibilities

Provides first-line end-user support for hardware, software, user accounts, printers, classroom and conference room technology, mobile devices, and common connectivity issues.
Performs initial ticket triage, gathers complete problem information, determines impact and urgency, documents troubleshooting, resolution, and next steps, communicates with users, and maintains ownership through resolution or formal escalation.
Deploys and supports Windows and macOS computers, Chromebooks, iPads, and other approved endpoints, performs first-time setup, verifies successful login, and confirms required applications, printers, and endpoint security settings.
Installs, configures, repairs, replaces, and troubleshoots approved computers, peripherals, docking stations, monitors, printers, audio/video equipment, cables, and related end-user hardware, and coordinates warranty repair when appropriate.
Performs approved user account and identity tasks using documented procedures, including password resets and unlocks, MFA enrollment or device replacement, approved Microsoft 365 and Google Workspace account provisioning, license assignment, and onboarding/offboarding tasks.
Supports Microsoft 365, Outlook, Teams, Google Workspace, Gmail, Drive, Meet, web browsers, and other approved end-user software.
Enrolls iPads and other approved devices in mobile device management systems and applies existing approved groups, profiles, applications, or file sets using documented procedures.
Provides first-response support for printers, projectors, interactive displays, classroom presentation systems, conference-room technology, webcams, microphones, speakers, and related audio/video equipment.
Performs basic endpoint network troubleshooting, including physical connectivity, Ethernet, Wi-Fi, network drop functionality, DHCP address assignment, and IP configuration; gathers relevant information and escalates suspected infrastructure issues.
Maintains accurate asset records, including equipment assignments, asset tags, serial numbers, locations, hardware changes, deployments, and equipment returns.
Effectively works with vendors, contractors, and warranty providers as needed to facilitate end-user equipment repairs and service in a timely manner.
Provides clear end-user instruction and training as needed and contributes to departmental documentation and knowledge base material for common or recurring issues.
Participates in technology deployments, refreshes, moves, departmental projects, team meetings, training, and knowledge sharing. Maintains organized deployment and replacement inventory.
May periodically be required to work outside normal business hours for scheduled technology deployments, projects, system maintenance, meetings, emergency operational needs, or other specifically assigned departmental responsibilities. This position is not subject to a standing on-call requirement unless a formal on-call program or rotation is established.
Escalates work requiring primary administration or design of servers, hypervisors, enterprise storage, switches, firewalls, VLANs, DNS/DHCP, wireless infrastructure, enterprise MDM policy, cybersecurity platforms, vulnerability or patch management, disaster recovery, or major system integrations. The employee may assist with higher-level work when specifically, assigned and authorized.