Technical Support Specialist

The City of Worcester is seeking qualified applicants for a Senior Technical Support Specialist in the Innovation and Technology Department. Under the direction of the Infrastructure Manager, the position will support the City's hybrid infrastructure by administering identity services, and both on-premises and cloud-based systems. It maintains system reliability through daily readiness checks, network monitoring, patching, and security control implementation while deploying and managing workloads in Azure and Nutanix NC2. The position contributes to data governance, manages configuration policies, and executes backup and restoration procedures. The position is instrumental in supporting core IT infrastructure. The ideal candidate will participate in the design, implementation, and maintenance of systems necessary to support City of Worcester operations and innovations., * Administer and maintain servers, including Windows, SQL Server, and Citrix environments.

• Monitor network performance, investigate outages or performance degradation, and remediate issues.

• Perform daily system readiness checks (disk space, service availability, connectivity, and profile issues).

• Implement security controls and apply required patches in alignment with established security policies.

• Configure and maintain Nutanix environment, both on-premises and NC2 in Azure.

• Assist in configuration and maintenance of the City's data governance and security platforms.

• Perform backup and restoration tasks, following established backup topology and documented procedures.

• Assist with infrastructure upgrades and equipment deployments under the guidance of the Infrastructure Manager.

• Administer the Microsoft 365 environment, including Entra, Intune, and Exchange Online, and on-premises Active Directory.

• Implement and update Group Policy Objects (GPOs) according to established standards and requests, manage corresponding Intune device configurations and conditional access policies.

• Maintain accurate technical documentation and follow established procedures and runbooks.

• Participate in the on-call rotation to support 24/7 operations.

• Work outside normal business hours for system maintenance windows, critical incident response, and emergency repairs.

• Other duties as assigned.

• Strong knowledge of network and server management, data backup and recovery, and IT security
• Strong problem-solving and analytical skills
• Knowledge of municipal functions and business impact associated with a technology outage
• Ability to manage multiple complex projects and competing priorities; perform multiple tasks in an organized, detailed, and timely manner and meet deadlines
• Strong system administration skills
• Understanding of security best practices
• Familiarity with deployment techniques (and tools) in a distributed environment
• Basic monitoring techniques in a dynamic environment
• Basic understanding of relational and non-relational databases
• Ability to exercise independent judgment and take action on it
• Excellent analytical, mathematical, and creative problem-solving skills
• Excellent listening, interpersonal, written, and oral communication skills
• Logical and efficient, with keen attention to detail
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks while under pressure
• Strong customer service orientation
• Experience working in a team-oriented, collaborative environment
• Regular onsite attendance is required

MINIMUM REQUIREMENTS:

• Bachelor's degree in computer science, or a related field; OR

• Any equivalent combination of education, training and five (5) years of experience which provide the required knowledge, skills and abilities to perform the required duties of the position will be considered in lieu of the above-mentioned requirements

• Five (5) years of related experience in technology infrastructure implementation and support
• Three (3) years of experience with MS SQL Server
• Three (3) years of system administrator experience
• Two (2) years of experience with Microsoft 365 administration
• Experience with native cloud computing and hypervisor technologies
• Excellent written and verbal communication
• Reliable transportation to travel between required locations.
• Valid driver's license
• Ability to obtain and maintain CJIS certification; must be CJIS eligible.

PREFERRED REQUIREMENTS:

• Three (3) years of experience in the design, implementation and maintenance of Entra Active Directory
• Three (3) years of experience in the design, implementation and maintenance of Microsoft 365 tenant
• Three (3) years of experience in the design, implementation and maintenance of Microsoft Azure tenant
• Three (3) years of experience supporting iOS and Android devices in an Intune environment
• Experience with maintaining Linux servers
• Experience managing complex technology projects and critical incidents
• Experience with ITIL or other IT service management frameworks, including configuration management
• Understanding of Massachusetts Public Records regulations and CJIS regulations

SALARY RANGE: $93,232 - $122,661 annually, full-time, exempt, with an excellent benefits package.