IT Support Professional

Job Description

JOB TITLE: IT Support Professional DATE: November 2025

DEPARTMENT: Information Technology FLSA STATUS: Exempt

POSITION SUMMARY:

Under limited supervision, performs duties associated with Level 1 and Level 2 Technical Support. Carries out diagnostics, troubleshooting, and repairs to systems and hardware to enable users to maximize productivity. The IT Support Professional reports to the Director of Information Technology.

JOB DUTIES:

Maintains documentation for each job completed (including photos, serial numbers, and logs as needed.)

Answers and fields calls related to IT.

Communicates effectively with customers and team members.

Responds promptly to incoming support requests via phone, email, or our help desk platform.

Troubleshoots and resolves basic to intermediate technical issues with computers, TVs, mobile devices, printers, and network connectivity.

Completes service calls within agreed timeframes and maintains service quality.

Has knowledge of computer applications, i.e. Word, Excel and Outlook.

Has the ability to organize and prioritize work.

Accurately documents all support interactions and solutions in the help desk ticketing system.

Escalates unresolved issues with clear and detailed information.

Collaborates with IT team members to identify and address recurring issues.

Assists in the management of a network or group of networks utilizing one or more TCP/IP or non-TCP/IP networking protocols.

Assists in the monitoring of all information technology usage related to City personnel and vendors to safeguard the city's assets, intellectual property, and computer systems.

Identifies emerging information technologies to be assimilated, integrated, and introduced within the city which will have a significant positive impact on the enterprise.

Troubleshoots networks, systems, and applications to identify and correct malfunctions and other operational difficulties.

Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems.

Participates in the IT Department's on-call rotation for after-hours and weekend support.

Performs various other duties as assigned by the Director of Information Technology.

QUALIFICATIONS:

Education, Training and Experience:

Associate's Degree or Bachelor's Degree in Computer Science or related field and relevant work experience is preferred; or any other combination of training and experience that provides the required knowledge, skills, and abilities.

Licenses/Certifications:

Valid Illinois driver's license or equivalent.

Knowledge, Skills, and Abilities:

Knowledge of a range of computer networking systems and technologies.

Knowledge of current technological developments/trends in areas of expertise.

Ability to communicate technical information to non-technical personnel.

Skill in organizing resources and establishing priorities.

Ability to maintain a high level of confidentiality.

Knowledge of computer and/or network security systems, applications, procedures, and techniques.

Ability to identify and resolve computer system malfunctions and operational problems.

Ability to provide a range of systems training and/or support activities for users.

Full-time