Information Technology Support Technician

The IT Support Technician provides first-level technical support to all Village staff, ensuring timely troubleshooting, triage, and resolution of technology issues. This role serves as the initial point of contact for IT-related concerns and escalates more complex issues to End-User Computing Engineers or Systems Engineers as needed. The technician supports a wide range of technologies, including desktop and laptop computers, software applications, tablets, mobile devices, printers, copiers, and other network-connected equipment., * Diagnose and resolve technical issues by identifying root causes and implementing effective solutions

• Provide timely responses and resolutions in accordance with established Service Level Agreements
• Respond to support requests via ticketing system, phone, email, and in-person inquiries
• Accurately log, track, and update all incidents and service requests in the ticketing system
• Escalate complex or advanced technical issues to appropriate IT staff
• Identify recurring issues and recommend long-term solutions to prevent future incidents
• Prioritize and manage multiple support requests to ensure efficient resolution
• Coordinate with external vendors as needed to resolve technical issues
• Provide guidance and informal training to staff to promote effective use of technology and reduce support needs
• Follow direction from senior IT staff to support timely and effective issue resolution
• Assist in overseeing IT Interns, including training on basic troubleshooting, device imaging, and daily tasks
• Perform other duties as assigned

This position requires strong customer service skills, technical aptitude, and the ability to manage multiple priorities in a fast-paced environment., License(s) and/or Certification(s)

• Must possess a valid State of Illinois Class D drivers' license, or ability to obtain one upon hire.

Education and Experience

• Associates degree in computer science or related field or equivalent combination of education and work experience
• One or more years of experience supporting technology solutions with a strong desire to learn more, * supporting technology solutions: 1 year (Required)

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• Paid parental leave
• Prescription drug insurance
• Parental leave
• Health insurance
• Retirement plan, Starting Pay: $65,985- $74,000, Depending on qualifications and experience, starting salary will be reflective of the range of position based on date of hire., * This position is primarily desk-based and involves extensive computer use, including typing, troubleshooting, and reviewing technical documentation. The role also requires frequent bending, stooping, and movement to set up, install, and maintain workstations and related equipment. Occasional lifting and transport of light to moderate equipment (e.g., computers, monitors) may be required.
• Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment and hand tools.
• Hearing: Hear in the normal audio range with or without correction.

Benefits: The Village offers a robust benefits package to support your well-being in exchange for your time and talent, including:

• Medical Coverage, PPO or HMO
• Prescription Coverage
• Dental Coverage
• Vision Coverage
• Flexible Spending Accounts
• Life Insurance (Basic Term & Voluntary)
• Short- and Long-Term Disability (IMRF)
• Pension / Defined Benefit Plan (IMRF)
• 457 Plan / Defined Contribution Plan
• Roth IRA
• Paid Holidays, Personal Days, Vacation, Sick Time
• Matching Paid Parental Leave
• Tuition Reimbursement

The full range of this position is $65,985-$102,827, Grade 245., * Dental insurance

• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance