IT Information Specialist ll - Town of Amherst

AMHERST IT Information Specialist II In the dynamic and progressive Town
of Amherst, the IT Information Specialist II position is a key role of
the Town's IT Team. Under the direction of the Infrastructure Manager
the role performs a full range of technical support, maintenance, and
implementation functions for the Town Departments. Participates in on
call rotation and occasionally provides after-hour support. Supervision
Received Works under the general supervision of the Infrastructure
Manager who assigns tasks, outlines departmental goals, policies and
procedures, supervises and reviews work and evaluates performance.
Performs some duties independently. Supervision Exercised No supervisory
responsibilities. Responsible for delivery of assigned training to
municipal staff. Major Duties Provides first tier support and training
to end users on computers, telephones, software, and related systems.
Maintains and enhances support documentation for end users. Receives,
logs, distributes and responds to incoming calls, support tickets, and
emails regarding software and hardware problems. Installs, configures,
maintains, and troubleshoots end user computer hardware, telephones,
mobile devices, printers, door access modules, security cameras, and
other networked devices. Supports and maintains the network
infrastructure, including, but not limited to network cabling, switches,
and wireless access points. Creates and maintains user accounts for
computers, databases, telephones, and other systems. Coordinates with
and acts as liaison to vendors to resolve hardware and warranty related
issues. Maintains inventory, documentation, and diagrams of IT assets.
Communicates observations about department needs and identified areas
for improvement. Participates in on call rotation, and occasionally
provides after-hour support. Minimum Qualifications High School degree
or equivalent PLUS 3-5 years of experience performing complex technical
support duties; OR any equivalent combination of related education and
experience. Ability to interact with town staff of differing levels of
comprehension of computer systems, ability to communicate effectively
verbally and in writing. Excellent customer service skills. Solid
understanding of PC and mobile hardware and operating systems,
including, but not limited to: Windows, IOS, Android, as well as
peripheral equipment. Excellent troubleshooting skills, and proven
ability to analyze complex operational problems and develop solutions.
Understanding of networking concepts and mobile connectivity. Ability to
conduct research into complex technical issues and products as required.
Willingness to remain current with technology by reading documentation,
utilizing online knowledge bases and community forums, and attending
user group meetings as needed or as requested. Availability to work
occasional evenings and weekends, as assigned; availability to
participates in on call rotation and occasionally provide after-hour
support. Must have a valid driver's license, reliable transportation,
and ability to travel throughout the Town or elsewhere for various
meetings as necessary. Physical Demands Regularly required to sit, walk,
talk and hear Use hands to finger, handle, or feel objects, tools, or
controls Stoop, climb, crouch, reach, pull, push, reach, and bend and
stretch to reach low and high Lift up to 50 lbs. Use feet to operate
pedals Use specific vision abilities including close vision and hearing
at or correctable to normal ranges. Work Environment The work
environment is typical of an office environment, with usually moderate
noise levels. Occasionally the employee will be required to install or
repair equipment in noisy and dirty locations both indoors and outdoors.
Selection Guidelines Formal application; rating of education and
experience; oral interview and reference check Job related tests may be
required.