IT Support Technician

Norfolk Public Schools Norfolk, Massachusetts Town of Norfolk One Liberty Lane Norfolk, MA 02056 TITLE: IT Support Technician SCHEDULE: Full Time, 40 Hours per Week NON-UNION: Non-Union Position with Benefits SALARY: Grade 8/ Step 1, Starting Rate: $27.15/hr. JOB SUMMARY: The IT Support Technician is a shared, dual-role position providing essential technical assistance, systems support, and infrastructure maintenance for both the Town of Norfolk's municipal departments and Norfolk Public Schools. This role ensures the seamless operation of multi-platform devices, networked infrastructure, and software applications. The successful candidate will be a versatile, self-motivated professional capable of resolving complex technical issues. This position requires travel between town and school buildings. This position is under the direction of both the Town's Director of Technology and the Norfolk Public Schools Director of Technology. Essential Duties and Responsibilities: User Support & Troubleshooting Serve as the primary point of contact for help desk inquiries, researching and resolving hardware, software, and minor networking issues. Provide high-level customer service and onsite telephone support to town and school staff. Provide basic training for town and school approved applications. Systems Deployment & Maintenance Configure, install, and upgrade district and town standard hardware (PC, Mac, Chromebooks), peripherals (printers, AV equipment), and mobile devices. Manage and support software installation on multiple platforms. Support and maintain web and social media applications. Network & Security Operations Maintain basic network functionality (connectivity, wired/wireless technologies) and support users within a networked environment. Assist in the maintenance of security policies, end-user account settings, and data integrity standards. Troubleshoot TCP/IP, DNS, DHCP, LAN/WAN, and information security issues under the guidance of the Directors. Administrative & Project Support Maintain accurate records of support requests, inventory, and equipment deployment. Support the development and implementation of new technology projects, hardware rollouts, and infrastructure upgrades. Interpret and apply department policies and procedures across both municipal and school environments. Perform miscellaneous technical and non-technical tasks as the situation arises and requires. Knowledge, Skills, and Abilities Multi-Platform Proficiency: Advanced knowledge of Windows, MacOS, ChromeOS, G-Suite (Google Workspace), and Office Suite. Technical Logic: Demonstrated ability to troubleshoot a wide array of technical situations using sound logical methodologies. Communication: Exceptional ability to communicate complex information effectively, both orally and in writing, to a diverse range of stakeholders. Adaptability: Ability to manage multiple responsibilities simultaneously and adapt quickly to the changing priorities of a dual-environment role. Minimum Qualifications Education: Associate degree in Information Technology or a related field, or an equivalent combination of education and experience. Experience: 2-3 years of related IT support experience. Experience in a municipal or educational environment is highly preferred. Licensing: Must hold a valid driver's license and have reliable transportation for travel between multiple sites. Physical Requirements: Ability to physically connect system components; must be able to lift and carry objects up to 45 pounds. Compliance: Ability to pass all state-mandated criminal background checks (CORI/SORI) and fingerprinting required for school employees. The Town of Norfolk offers a full suite of benefits and the opportunity to earn a pension through the Norfolk County Retirement System. Apply via School Spring: https://www.schoolspring.com/jobdetail?jobId=5696257 Deadline: Open unit filled. AA/EOE