The starting pay for this position is $51,607 to $60,711 depending on qualifications; the full salary range is $51,607 to $82,073.

IT Support Technician in the Innovation and Technology Department
The Town of Normal's Innovation and Technology (I&T) Department is a mission-driven team committed to using data and technology to enhance public service delivery, operational efficiency, and community engagement. The I&T Department leads the Town's smart city efforts, supporting everything from modern infrastructure and enterprise systems to data analytics, cybersecurity, and digital transformation. Through collaboration, innovation, and technical excellence, we enable Town departments to serve residents more effectively.

This position will be part of a ten-member team in the Innovation and Technology (I&T) Department. This position is responsible for installing, configuring, maintaining, troubleshooting and upgrading computer hardware, software and peripheral equipment within the Town-wide network, which includes multiple audio/visual components, software and systems. The Technician provides responsive and responsible customer service and support to the organization and reports to the Director of Innovation and Technology.

• Provide Tier 1 and 2 technical support on-site or remotely via phone or email to user(s) on any PCr-related hardware or software issue.
• Respond to customer inquiries concerning systems operation; diagnose system hardware, software and operator problems. Recommend or perform remedial actions to correct problems while referring major hardware problems to the appropriate personnel for correction.
• Monitor system functions and logs to verify correct system operation.
• Install and configure PC components in new and existing computers.
• Diagnose and test malfunctioning computers, printers or peripherals to determine and implement corrective procedures. Perform repairs as needed.
• Install software on new and existing hardware. Replace defective or inadequate software. Install, or assist service personnel in installation of, hardware and peripheral components.
• Update existing software with new releases and make minor modifications to software as needed to maintain efficient operations and meet user needs.
• Support development and implementation of new computer projects and new hardware installations.
• Maintain computer and printer inventory, record all required information.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer performance. Maintain documentation of technical maintenance procedures carried out. Accurately document instances of hardware failure, repair, installation, and removal.
• Acquire and maintain technical expertise and proficiency with all related and relevant software and computer systems.
• Meet or exceed department performance metrics such as calls per hour, call lengths and adherence to schedule, etc.
• Share 24/7, 365 "on call" duties with other support staff on an identified schedule.
• Perform other duties as assigned.

Technical Knowledge:

• Strong knowledge of standard desktop and Dell laptop hardware, configuration, and troubleshooting.
• Proficiency with Windows 11 operating systems and familiarity with macOS, iOS, and other mobile platforms.
• Experience with enterprise software and tools, including Microsoft 365, Adobe Creative Cloud, and collaboration platforms such as Teams and SharePoint.
• Working knowledge of LAN/WAN environments, Cisco AnyConnect VPN, DHCP, DNS, TCP/IP, and Active Directory administration.
• Familiarity with VMware vSphere (5.0 or later) and virtual infrastructure management.
• Exposure to audio/visual systems, Cisco VoIP, access control systems, and HTML/web applications.
• Understanding of records and information management systems and their role in municipal operations.
• Knowledge of enterprise applications such as Central Square Naviline, TrakIt, RecTrac, Executime, ImageTrend, and ESRI GIS software (preferred but not required).

Skills

• Strong analytical and problem-solving skills with the ability to diagnose and resolve hardware, software, and network issues efficiently.
• Excellent customer service and interpersonal skills; able to communicate technical concepts clearly to non-technical users.
• Ability to manage multiple priorities, meet deadlines, and maintain high attention to detail in a fast-paced environment.
• Skilled in documenting procedures, maintaining accurate records, and following established IT support processes.
• Capable of providing end-user training in both one-on-one and small-group settings.
• Demonstrated ability to adapt to changing technologies and continuously expand technical expertise.

Abilities

• Work independently with minimal supervision while collaborating effectively within a team environment.
• Exercise sound judgment, logic, and reasoning in troubleshooting and decision-making.
• Build strong working relationships with internal departments, vendors, and external partners.
• Flexibly adjust work schedules as needed to meet operational demands, including participation in the 24/7 on-call rotation.
• Maintain confidentiality and integrity when handling sensitive systems and data.
• Exhibit a proactive mindset toward innovation and continuous improvement in technology support and service delivery.

• Ability to pass a comprehensive background check.
• Possess valid Driver's License.

Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or VMware VCTA are preferred.

The Town of Normal is an Equal Opportunity Employer. The Town does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected characteristic in accordance with applicable federal, state, and local laws.