IT Support Specialist - II

Strategic & Planning

1. Contribute to the development of annual IT and project budgets for the support team.

2. Analyze business functions to recommend and implement technology solutions that enhance data and information security.

Technical Support & Administration

1. Provide Tier 1 to Tier 3 technical support for a wide range of issues, including hardware, software, networking, and telephony (desktop and mobile)

2. Serve as the primary administrator and Subject Matter Expert {SME) for core IT systems as needed.

3. Build and deploy computing equipment, ensuring compliance with software licensing, security protocols, and business needs.

4. Assist with the support, monitoring, and troubleshooting of LAN/WAN/WLAN and remote access, working with network technicians to ensure a seamless computing environment.

5. Utilize diagnostic utilitie s, knowledge bases, and other resources to quickly resolve problems.

6. Maintain a high standard of system security , reliability, and integrity.

User Support & Communication

1. Communicate effectively with both technical and non-technical users to provide clear instructions and resolve issues.

2. Respond to technical support requests via phone, email, and in-person visits.

3. Document and track all support problems to ensure timely resolution and analyze trends for continuous improvement.

Other Duties

1. Adhere to all applicable Federal and State safety regulations, as well as Groton Utilities’ Safety Manual.

2. Maintain strict confidentiality regarding IT operations.

3. Participate in on-call rotations and be available for irregular hours to respond to system emergencies.

4. Serve in an emergency response role as part of the Incident Response Plan, which may require performing tasks outside of normal duties or hours.

This position requires the successful completion of a national fingerprint-based records check in accordance with the Criminal Justice Information Services (CJIS) Security Policy prior to assignment. The individual must maintain the necessary security clearance to access CJIS data throughout their employment. Failure to meet these background screening requirements will result in immediate disqualification.

To perform this role successfully, you must be able to complete all essential job duties satisfactorily.

Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of the job.

EDUCATION AND EXPERIENCE

Education: High School Graduate or equivalent.

Experience: Minimum of three (3) years of experience in a team-oriented technology support role. Current and relevant industry certifications (e.g., CompTIA, Microsoft, Cisco) preferred. Specialized knowledge of computer hardware, software, operating systems, and networking. Experience with police department systems preferred.

Required Skills: Strong problem-solving and reasoning skills, with the ability to conduct efficient research. Excellent written and verbal communication skills, with the ability to convey complex information clearly. Proficiency in reading and interpreting technical manuals and safety documents. Ability to work in a collaborative, team-based environment.

PHYSICAL DEMANDS

The physical demands listed here are representative of what’s required to perform the essential functions of this job.

While performing your duties, you will frequently be required to talk, hear, stand, walk, and sit. You ‘ll also need to bend, use your hands to handle objects, and reach with your arms. The role may occasionally require you to lift or move up to 50 pounds and, at times, to crawl or climb a ladder to access equipment.

Specific vision abilities required for this role include close vision, distance vision, color distinction, and depth perception., * High school or equivalent (Required), * Team-oriented technology support role: 3 years (Required)

• Specialized knowledge of computer hardware: 3 years (Required)
• Police dept. systems: 3 years (Preferred)
• Software, operating systems & networking: 3 years (Required)

The Pay Range is $30.29/hr -$34.62/hr (dependent on skills/experience) and is benefit eligible including participation in medical and dental insurance, the city Retirement Program and paid time off for vacation, sick and personal time and holidays. Pre-employment physical exam including drug screen, background check and references are required. Must successfully pass a national fingerprint-based records check in accordance with the terms and conditions of the Criminal Justic Information Services (CJIS) Security Policy prior to assignment., Hours & Availability: The core operating hours for the Information Technology Department are Monday through Friday, 7:00 a.m. to 4:30 p.m.. This is a full-time, non-exempt position, and requires flexibility for a 40-hour work week, including participation in an on-call rotation for after-hours and weekend emergencies. Your schedule is subject to change based on operational needs., * Dental insurance

• Employee assistance program
• Health insurance
• Paid time off
• Retirement plan