IT Support Specialist I at City of West Fargo – West Fargo, North Dakota

Under general supervision, the Support Specialist I performs technical and clerical computer operation tasks in support of City users. The role includes user support and training, monitoring system status, troubleshooting PC and network issues, and managing help desk requests. This position also installs and maintains software and hardware systems, supports public safety departments, and participates in on-call rotations.

Essential Duties

• Troubleshoot software, hardware, and communication issues; identify problem sources, test and implement solutions.
• Troubleshoot networks, systems, and applications to correct operational issues.
• Utilize help-desk ticketing software; process requests and respond directly or escalate as needed.
• Install and decommission hardware and peripheral components, including monitors, keyboards, and printers.
• Load software includes operating systems, network components, and office applications.
• Install and troubleshoot proprietary software solutions used by Law Enforcement and Fire Department.
• Connect users to networks and provide training on applications.
• Coordinate with IT team on support requests involving network hardware, configuration, software, audio/video, facilities, and telecommunications.
• Maintain City data integrity and ensure information security and access management.
• Provide 24/7 on-call support (on a rotating basis) to Police, Fire, and Public Library systems.
• Work safely and follow all safe work practices; report unsafe work conditions.

Key Responsibilities

• Support Commission Chamber conference equipment; serve as backup for meeting recordings.
• Ensure IT vehicles are operational and ready for use.
• Keep up to date on new and emerging technologies.
• Edit and update documentation such as flow charts, diagrams, user manuals, and installation instructions.
• Perform other duties as required or assigned.

Minimum Qualifications

• Associate’s degree in information technology or related field.
• An equivalent combination of education and experience may be considered.
• Valid driver’s license.
• Working proficiency in English required to fulfill job duties.

Required Skills/Abilities

• Effective oral and written communication skills.
• Strong problem-solving and situational analysis abilities.
• Ability to create and maintain professional and collaborative relationships.
• Adaptability and commitment to continuous learning.
• Working proficiency in English required to fulfill job duties and understand policies.

Preferred Qualifications

• A+, Net+ certifications.
• Strong knowledge of computer hardware and Microsoft Office Suite.
• Prior IT experience or completion of an internship in a related field.

Work Environment

• Regular travel between City departments.
• Extended periods of desk work and computer use.
• Recurrent work near kenneled K9 units.
• May require extended hours during system downtime.
• May require work outside the standard schedule during on-call rotation.