Job Details

IT Specialist I

Under the supervision of the IT Manager, this position provides technical support and assistance by responding to customer tickets, emails, and phone calls related to computer systems, hardware, and software. This assistance may take place by phone, in person, or remotely. This position provides assistance with a variety of technical issues including but not limited to network connections, phone configuration, and printer connections. This position will primarily support the police department and municipal court for the City of Gardner and will be housed at the Justice Center.

The IT Specialist I is responsible for responding to customer tickets, emails, and phone calls related to computer systems and hardware issues. Depending on the assignment, this employee may work as part of a team or independently after receiving assigned work orders.

Essential duties and responsibilities include:

• Provide first-line technical support for hardware, software, and network issues within the Police Department.
• Assists with installation, facilitation and maintenance related to all law enforcement technologies to include, but not limited to Axon products, mobile data terminals, onsite security systems, Watchguard systems, and other law enforcement support products and hardware.
• Liaison with the area consortium for computer aided dispatch and the enterprise report management system to support the police and municipal court systems.
• Ensure compliance with FBI CJIS Security Policy, including access control, data encryption, and auditing requirements.
• Assists with the installation, configuration, and ongoing usability of phones, network locations, desktop computers, laptops, mobile devices, peripheral equipment and software within established standards and guidelines.
• Responds to user requests for service, investigates error messages, troubleshoots and repairs or arranges for third party support as necessary.
• Trains users in startup and basic use of software programs.
• Effective interpersonal, customer service, organizational, and team-building skills are required.
• Able to maintain confidentiality.
• Excellent verbal and written communication skills and proficiency in writing technical specification documents is required.
• Assists with installation, upgrading, management, and documentation of all hardware and software, applications and operating systems.
• Assists with the city's phone system, adds users, change locations, and trains employees in the daily operation of equipment and systems.
• Available On-Call as needed.
• Performs other related duties as deemed necessary or as required.

Basic qualifications include:

• High School Diploma or Equivalent.
• A basic knowledge of Windows operating systems, PCs and common peripheral devices.
• A basic understanding of networking, system administration, and information security principles.
• Ability to communicate effectively with non-technical users in a law enforcement environment.
• Must successfully pass an extensive background check, including fingerprinting and a criminal history review.

Preferred qualifications include:

• Associates Degree in computer science or information systems.
• Minimum 1 year experience supporting a government information technology environment.
• Current industry specific certifications, such as: A+, Network+, MCSA, CCNA.
• Experience working in law enforcement, government, or other CJIS-regulated environments.
• Familiarity with RMS, CAD, or other public safety applications.

Skills, knowledge and abilities include:

Knowledge of advanced principals of personal computer technology hardware and software. Knowledge of data communications equipment and software configurations. Knowledge of methods and procedures used to diagnose and isolate common points of failure in personal computer systems. Strong communication and training skills and ability to communicate technical information to non-technical users. Ability to plan, schedule, organize and prioritize multiple tasks. Ability to read and understand complex technical manuals and instructions for both computer hardware and software. Ability to exercise independent and logical reasoning and judgment and make sound decisions when performing work tasks or communicating with others. Ability to work independently and as part of a team. Ability to maintain confidentiality in the performance of duties. Ability to communicate clearly and concisely, orally and in writing, and to maintain effective working relationships with superiors, other employees, city elected and appointed officials, and the general public. Requires the possession of a valid driver's license and a good driving record.

Tools and equipment used include personal computers with word processing and spreadsheet applications, network computer systems, and integrated software for accounting, utility billing, and payroll functions. Standard office equipment such as telephones, copiers, and facsimiles are also regularly utilized. In addition, the position requires working with police-related technology and equipment, including but not limited to Axon camera software, the NICHE report management system, and facility surveillance support systems.

Physical demands include sitting and talking and hearing. The employee is frequently required to walk; bend, stoop, and use hands to operate, finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee must be capable of occasionally lifting and/or moving 20 to 50 pounds. Specific vision abilities required by this job include close vision and the ability to focus.

The work environment is normally within an office environment with the employee required to travel in and around the city frequently. The noise level is usually moderately quiet.

Selection Guidelines

Formal application rating of education and experience; and successful completion of oral interview; reference check; physical and drug screen; and background checks are required. Job related tests including assessments may be required.

The City of Gardner is an equal opportunity employer. Any applicant/employee with a disability as defined in the Americans with Disabilities Act may request an accommodation to perform the functions of this position. Requests should be directed to the immediate supervisor.

The duties listed above are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.