Information Systems Specialist at City of Rock Island – Rock Island, Illinois

Nature of Work

This is a skilled technical role focused on the support, operation, and security of the City's information technology infrastructure, including cloud services, network systems, and telecommunications.

Work involves providing timely and effective technical support to all City departments, managing user accounts and access, and ensuring the reliability and security of IT systems. The IS Specialist I is a key member of the team responsible for maintaining the hardware, software, and cloud platforms that support the City's operations. This role operates under the general supervision of the Information Technology Director and work is reviewed through performance metrics, user feedback, and direct observation.
End-User & System Support: Staffs the IT help desk, acting as a primary point of contact for technical assistance. Diagnoses and resolves hardware, software, and network issues for end-users in-person, remotely, and via a centralized ticketing system.

System & Cloud Administration: Monitors the health and performance of critical IT systems, including on-premise servers and cloud-based services (e.g., Google Workspace). Administers user accounts, mailboxes, and security groups in Microsoft Active Directory, Google Workspace and on-premise environments.

Hardware & Software Deployment: Assists with the setup, configuration, and deployment of new computers, mobile devices, peripherals, and software. Utilizes modern endpoint management tools for imaging and software distribution.

Cybersecurity & Data Protection: Contributes to the City's security posture by implementing security best practices, assisting with endpoint protection and vulnerability scanning, and educating users on cybersecurity awareness. Maintains and verifies data backup and disaster recovery systems to ensure data integrity and availability.

Network & Resource Management: Manages shared resources, including printers, network shares, and collaboration platforms (e.g., Google, Google Drives). Assists with basic network troubleshooting, including connectivity issues for both wired and wireless networks.

Documentation & Training: Develops and maintains clear technical documentation, knowledge base articles, and user guides. Assists in training users on the effective and secure use of City applications and systems.

Customer Service: Provides exceptional and efficient customer service to all City staff, fostering positive and responsive technology support throughout the organization.

Performs related duties and participates in special IT projects as assigned.

May require on-call availability and the ability to work evenings and weekends to address critical system issues or planned maintenance.
Education & Experience: Graduation from high school (or GED) supplemented by an Associate’s degree or equivalent college coursework in Information Technology, Network Administration, Cybersecurity, or a related field; OR any equivalent combination of technical training and experience that provides the following knowledge, abilities, and skills.

Knowledge:
Strong working knowledge of modern computer hardware, mobile devices, and peripherals.
Proficiency with current Windows operating systems (Windows 10/11) and the Microsoft and Google productivity suite.
Foundational knowledge of networking principles (TCP/IP, DNS, DHCP, VPN).
Familiarity with fundamental cybersecurity principles, including malware protection, phishing awareness, and password security.
Understanding of help desk/ITSM ticketing systems and remote support tools.

Abilities & Skills:
Strong logical thinking and problem-solving skills to effectively diagnose and resolve technical issues.
Ability to communicate complex technical information clearly and concisely to non-technical users, both verbally and in writing.
A commitment to continuous learning to maintain current knowledge of emerging technologies.
Ability to work both independently and collaboratively as part of a team.
Excellent customer service and interpersonal skills.

LICENSES AND CERTIFICATES
Possession of, or the ability to obtain within one year of employment, one of the following certifications is highly desirable:

CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft Certified Technology Specialist (MCTS)

Possession of a valid driver's license is required for travel between City facilities.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed primarily in an office setting but requires frequent travel to various City departments and facilities. While performing the duties of this job, the employee is frequently required to talk, hear, stand, walk, sit, and use hands to operate computer equipment. The employee may be required to climb, stoop, kneel, or crouch to install or maintain equipment. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.