IT Support Specialist

Fridley City Technical Support Role

Organizational Mission: We believe Fridley will be a safe, vibrant, friendly and stable home for families and businesses to be achieved by focusing on the core values of being responsive, driven and friendly. Job Summary: This position provides technical support, training, and troubleshooting for technology systems maintained by the City, while gaining exposure to systems administration tasks and contributing to IT infrastructure operations. Scope of Responsibility: This position supports end-users across the organization by providing technical assistance, training, and developing documentation. Responsibilities also include preparing hardware for deployment, troubleshooting hardware and software issues, and maintaining IT systems, equipment, and security. The role participates in IT initiatives and projects and works closely with the IT team to ensure a reliable and secure technology environment that supports City operations.

Essential Duties and Responsibilities

1. Provide technical support and troubleshooting for end-users, ensuring requests are logged and prioritized through the helpdesk system.
2. Communicate regularly, professionally, and effectively with end-users, vendors, and partner organizations to ensure a high level of support.
3. Deliver training to City staff through new employee onboarding, ongoing user support, lunch-and-learn sessions, and blog posts.
4. Develop IT resources such as checklists, manuals, FAQs, and training materials.
5. Prepare, deploy, and configure PC hardware and software applications.
6. Maintain computer equipment and peripheral inventory and manage the new computer replacement schedule.
7. Configure and maintain printers, copiers, and other peripherals.
8. Support mobile device management, including enrollment, configuration, and troubleshooting of city-issued devices.
9. Assist with Microsoft 365 applications and user access (Teams, OneDrive, SharePoint, Office apps, email), providing both onsite and remote support.
10. Perform regular maintenance and updates to software and hardware systems to ensure optimal performance and security.
11. Assist with creation and maintenance of user accounts and groups.
12. Provide or coordinate security awareness training for City staff.
13. Participate in security practices, including patching, MFA support, endpoint protection, and assisting with vulnerability assessments and remediations.
14. Participate in IT projects such as hardware refreshes, system rollouts, and application upgrades.
15. Assist IT staff with infrastructure maintenance and projects as needed.
16. Stay current with industry trends, best practices, and technologies through professional development.
17. Perform other duties as assigned.