Part-time Information Technology Support Technician

The Town of Durham, NH, is seeking a part-time Technician for its Information Technology Department. This position will assist in the care and maintenance of the Town’s computer systems and various other technologies.  Individual tasks will vary day-to-day dependent on critical periods throughout the calendar year. Duties will not be limited to only PC-based tasks.  Interested candidates should apply with an expectation that the position will demand he/she to be a “jack-of-all-trades” and be willing to rapidly acquire new skill sets.

Major areas of responsibility include

• installing and configuring computer hardware, operating systems, and applications;
• monitoring and maintaining computer systems and networking equipment;
• providing phone support by talking staff through a series of predefined actions;
• troubleshooting system and network problems and diagnosing and solving hardware or software faults in a limited fashion;
• bench repair work of field replaceable parts;
• working with procedural documentation and reporting to as part of the I.T. management team;
• independently researching repair / support tasks for systems which may include the roll-out of new applications;
• supporting setting up new users' accounts and profiles and dealing with password issues;
• responding within agreed time limits established by the I.T. department for support issue response;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritizing and managing many open support issues at one time;
• establishing rapport with staff and outside agencies, e.g. software developers;
• testing and evaluating new technology;
• providing official communication to Town staff and outside agencies.

Primary Objectives include

• filling out the I.T. team to better assist Town staff and agencies during peak and some off-peak hours;
• act independently to relieve the I.T. manager of certain support orientated tasks and allow the department as a whole to move forward with broader I.T. initiatives;
• provide an additional point of contact for staff under urgent conditions, during mission critical periods, and scheduled coverage;
• act as an agent of the  Town in the implementation of I.T. policy and procedure.

Specific Responsibilities of the Job

Candidates will be required to work within an established “ticket” tracking system. Under which candidates will be assigned a unique id and will be given a distinct queue of service requests.  Tasks will be assigned to the candidate automatically, by request of the I.T. Manager directly, or through a 3rd party.  Candidates will be provided a smart phone as he/she must be reachable during normal business and hours and for extended coverage situations.

Candidates are required to document response to service requests through said ticketing system as performance evaluations will be based on quality and quantity of work represented. Candidates, when not directly working on support tasks, will be given "filler" projects with relaxed or extended deadlines.  Completion of these task while not critical to performance will be encourage to broaden the scope and depth of a candidates presence in the Town’s I.T. operations.

Candidates should be willing to participate in additional training and certification paths. In particular the CompTIA programs will be encouraged by the department.  Allowances will be made for to attend classes during normal business hours.

Durham is a small municipality that strives in every way to provide the service level of a much larger community.  Given our limited resources, staff time being chief among them, it will be necessary for candidates to think critically about the tasks before them.

Education and Experience

• Must either possess or be pursuing a Bachelor’s Degree in Computer Science, Information Technology, or related discipline
• 5 years experience in I.T. support based position
• Candidates should poses or be pursuing Comp TIA A+ certification

Physical Demands

Physical effort required in handling network equipment, communications equipment, servers, personal computers, and any other reasonable IT hardware of up to approximately 50lbs.  Position involves work on computer keyboards and may pose risks of developing repetitive strain injuries.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, voltage, and substances known to cause cancer. The noise level in the work environment is usually quiet to moderate.

Applicants should submit resume or letter of interest to the Manager of Information Technology, 15 Newmarket Road, Durham, NH 03824 or electronically to lvincent@ci.durham.nh.us. Deadline is May 9, 2014 or until filled.