CITY OF SEAFORD POSITION CLASS SPECIFICATION CLASS TITLE

Information Technology Support Technician

DEPARTMENT

Information Technology DATE:

February 12, 2026

PREPARED BY:

Charles Anderson, City Manager Trisha Newcomer, Director of Econ. Dev. & Comm.

Relations Gary Andrews, IT Manager DATE:

February 12, 2026 SUMMARY

STATEMENT

The IT Support Technician provides daily technical support to end users, ensuring smooth operation of hardware, software, networks, and business systems. The role includes resolving service requests, assisting with equipment, and delivering exceptional customer service. The employee is expected to have excellent oral and written communications with the public, elected officials, management, supervisors, and fellow employees. The employee shall also maintain a neat and professional appearance at all times.

DESCRIPTION MACHINES, EQUIPMENT, TOOLS USED

Computers, Servers, Cameras, laptops, mobile devices, printers, networking equipment, VoIP phones, diagnostic tools, software management systems, and standard office equipment.

This list is to establish examples but not intended to be all inclusive of every machine to operate, piece of equipment or tools to be used.

EXAMPLE OF DUTIES

End-User Support

• Respond to service tickets
• Troubleshoot desktops, Severs, laptops, printers, mobile devices
• Resolve basic connectivity issues
• Assist with VoIP phone support
• Provide user guidance and training Account & System Administration (Basic Level)
• Create/disable user accounts (O365 / AD)
• Manage password resets
• Assign permissions per documented policy
• Setup MFA as directed Device Deployment & Lifecycle
• Image and deploy PCs
• Configure workstations
• Maintain asset inventory
• Track equipment assignments
• Assist with hardware replacements Basic Networking Support
• Troubleshoot connectivity
• Checking and repairing basic cabling issues
• Diagnosing Wi-Fi issues
• Escalate VLAN/firewall/switching issues Security Assistance
• Monitor endpoint alerts in Software Systems
• Assist with patch/software management
• Follow documented security procedures
• Escalate suspicious activity immediately Project Assistance
• Assist IT Manager with upgrades and projects
• Help deploy new systems
• Support vendor onsite visits
• Assist other City Departments as directed.
• Ability to work holidays, evenings and weekends as set forth by the Director of Economic Development and Community Relations.
• All other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Windows/Server Operating Systems, Office 365, hardware components, and basic networking.
• Ability to diagnose and resolve technical issues efficiently.
• Strong communication and customer‑service skills, as this role interfaces both with staff and the Mayor & Council.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to understand and follow oral and written instructions.
• Ability to detect and advise the Information Technology Manager or his/her designee of malfunctions or safety concerns in the IT network systems and equipment.
• Ability to observe and report items which should receive maintenance regardless of department.
• Ability to cooperate and work with others as a member of a team.
• Ability to respond to public inquiries in a courteous and professional manner.
• Ability to work independently in the absence of supervision.
• Must receive training and certification in CPR and the proper use of AED equipment.
• Must be punctual, dependable, and also able to work overtime as needed.
• Must work well with fellow employees, staff, and management.

SAFETY REQUIREMENTS

Follow safety policies for equipment handling, electrical safety, and ergonomic practices.

• Assume safety responsibility for self, co-workers and vehicles.
• Follow all applicable City safety policies.
• Wear proper protective gear for all work performed.
• Maintain housekeeping standards and equipment storage to comply with all applicable safety standards.
• Attend and participate in safety meetings.

SUPERVISION RECEIVED

Works under the supervision of the Information Technology Manager, the Director of Economic Development and Community Relations and the City Manager

SUPERVISION GIVEN

None.

EDUCATION/EXPERIENCE

• Associate degree in Information Technology, Computer Science, or related field preferred; or One (1) to three (3) years of experience providing technical support in a help desk or IT support environment preferred.
• Valid Class D driver's license.

SPECIAL REQUIREMENTS

• Must complete criminal background check and meet eligibility requirements to obtain and maintain authorized access to Delaware Criminal Justice Information System (DELJIS) resources.
• Experience with Active Directory, Microsoft 365 administration, endpoint management tools, and basic network troubleshooting required.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work in an office environment; frequent walking, standing, bending, lifting equipment up to 50 lbs., and operating computers and tools. Vision and hearing within normal range with or without correcti

Job Type:

Full-time Pay:

From $48,401.60 per year

Benefits:

Dental insurance Flexible spending account Health insurance Life insurance Paid time off Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person