IT Specialist

General Statement of Duties Performs technically challenging work supporting, installing, and maintaining information technology and communication systems for the city. Work is performed under the supervision of the IT Director. Distinguishing Features of the Class An employee in this classis responsible for maintaining the City's information technology and communications systems. Responsibilities include installing and maintaining hardware and software applications; troubleshooting and resolving equipment and network failures; administering Windows Active Directory and Microsoft Azure cloud services; maintaining VoIP telephone systems; managing file sharing security; and coordinating with vendors and the Managed Service Provider (MSP) to ensure reliable service delivery. Illustrative Examples of Work Provides technical support primarily to the computer software and hardware operations of the City's organization. Consults and works with users to define needs; assesses and analyzes those needs; makes recommendations; tests and documents; and works with users on issues. Visits work sites or provide technical answers via telephone or remote network administration to diagnose and solve problems, including root cause analysis. Performs troubleshooting, upgrades, and repairs of systems. Assists in recommendations of work standards, procedures and policies. Coordinates major repairs and upgrades with guidance from the Information Technology Director. Provides training for City Staff. Supports technical research and contributes to the continuous improvement of City technology systems and processes. Provides training and technical guidance to City staff on hardware, software, and technology best practices. Helpdesk & MSP Management Responsibilities The IT Specialist serves as the primary point of accountability for day-to-day helpdesk operations, including direct oversight and coordination of Managed Service Provider (MSP) helpdesk activities on behalf of the City. Calibrates and manages MSP performance on helpdesk tasks, ensuring service delivery aligns with City standards, SLAs, and end-user expectations. Monitors all open and pending helpdesk tickets—whether handled internally or by the MSP—to confirm timely acknowledgment, escalation, and resolution. Serves as the escalation liaison between end users and the MSP, providing additional context, access, or authorization as needed to advance stalled or complex issues. Conducts regular ticket queue reviews to identify aging, unresolved, or recurring issues that require elevated attention. Reports all outstanding, overdue, or unresolved helpdesk issues directly to the IT Director, including status summaries, root cause assessments, and recommended corrective actions. Documents help desk metrics, response trends, and MSP performance data for periodic review and continuous improvement planning. Ensures that help desk workflows, escalation paths, and documentation are current and followed consistently by both internal staff and the MSP. Coordinates with the MSP on onboarding, offboarding, and any changes to City systems that affect helpdesk scope or access. Knowledge, Skills, and Abilities Basic knowledge of information technology principles, terminology, hardware, and software, including current systems and applications in use across the City. Basic knowledge of end-user device installation, maintenance, and troubleshooting including desktops, laptops, mobile devices, tablets, VoIP phones, and audiovisual equipment. Basic knowledge of Windows 10/11; Microsoft 365 (formerly Office 365), including current Office application suite; Microsoft Endpoint Configuration Manager (MECM/SCCM); BitLocker; Windows Server 2019/2022; Microsoft SharePoint; ConnectWise configuration; Laserfiche enterprise content management. Basic knowledge of Mobile Device Management (MDM) tools and platforms (e.g., Microsoft Intune,Jamf, or equivalent) including device enrollment, policy enforcement, remote wipe, and application management for mobile devices, tablets, and endpoints. Knowledge of cybersecurity tools including Threat Locker application allow listing and zero-trust endpoint security, ThreatMate attack surface management and vulnerability scanning, and Huntress managed detection and response (MDR) (recommended but not required). Knowledge of network infrastructure including Cisco routers and switches, Fatpipe WAN optimization and SD-WAN, Cisco Meraki cloud-managed networking, and WhatsUP Gold network/application monitoring (recommended but not required). Ability to communicate effectively in oral and written forms; gather and interpret user needs; understand technical language and applications in use across the City; and maintain effective working relationships with employees, department heads, vendors, and outside consultants. Ability to diagnose and resolve equipment and software failures; track, prioritize, and escalate helpdesk issues within an MSP-supported environment; and manage time effectively to meet schedules and customer needs; familiarity with ITSM/ticketing platforms (e.g., ConnectWise, ServiceNow, or equivalent). Ability to handle confidential information appropriately; maintain commitment to continuous learning and professional development; and proactively seek new knowledge in a rapidly evolving technology field. Basic knowledge of Microsoft Azure cloud services including Microsoft Entra ID (formerly Azure Active Directory), Azure Virtual Machines, Azure Static Web Apps, Azure Storage, and Conditional Access policies. Working knowledge of Criminal Justice Information Services (CJIS) Security Policy requirements, including access control, audit logging, encryption standards, and personnel screening obligations applicable to local government IT environments supporting law enforcement systems. Basic knowledge of public safety software systems including Computer-Aided Dispatch (CAD) and Records Management Systems (RMS); ability to support installation, maintenance, and troubleshooting in coordination with public safety departments and vendors. Physical Requirements Must be able to physically perform the basic life operational functions of stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, and repetitive motions. Must be able to perform medium work exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Must possess the visual acuity to prepare and analyze figures, operate a computer terminal, perform mechanical tasks in the computer environment, do extensive reading, and do visual inspections of computer parts and automated data. Working Conditions The employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work). The employee may occasionally be required to work in close quarters to install computer cable, or work outdoors in an emergency vehicle, Public Works vehicle, or when testing Wi-Fi equipment. Education and Experience Graduation from a four-year college or university with a degree in computer science, information technology, or related field preferred; or an equivalent combination of education, training, and relevant work experience may be substituted on a year-for-year basis. Professional certification recommended but not required. Relevant certifications include CompTIA A+, Network+, Security+;

Microsoft Certified:

Modern Desktop Administrator, Azure Administrator, or equivalent; or Cisco CCNA. Management prefers candidates with 3 to 5 years' experience in networking, designing, modifying, and maintaining information systems and applications; or an equivalent combination of education and experience. Special Requirements Valid NC Driver's license required.