IT Support Specialist

Join the City of Highland Park, IL as an IT Support Specialist and be the first line of support for City staff. This onsite role supports day-to-day technology reliability across departments by handling Tier 1 troubleshooting, coordinating with IT vendors, and helping new technologies roll out smoothly. Salary ranges from USD 62,588 to 93,883 per year, with IMRF pension eligible benefits.

What you’ll do

Serve as the initial point of contact for City-wide technical support. You will troubleshoot and resolve hardware, software, network, and telecommunication issues to help ensure consistent IT service delivery across all departments. This is a versatile, first-tier role where you’ll learn new systems quickly and support users at every level, from front-line staff to senior leadership.

• Provide Tier 1 help desk support City-wide for computers, software, printers, phones, voicemail, and related systems; troubleshoot and resolve issues and escalate complex problems to appropriate IT staff.
• Coordinate selected IT vendor relationships by managing service requests, warranty claims, and support tickets; maintain vendor contact records and relationships.
• Process and track IT-related invoices, purchase orders, and recurring service billing; reconcile invoices against contracts and quotes and support budget tracking and forecasting.
• Install, configure, and maintain devices, operating systems, software, and network connections City-wide; assist with inventory and repair of IT assets across departments.
• Maintain key systems such as the IT Help Desk, Asset Management, and Software Licensing; develop and update procedures, and maintain accurate license and warranty records.
• Assist with onboarding, testing, and phased rollout of new technologies and platforms to support City-wide adoption.
• Research IT products and solutions, obtain quotes, compare vendor proposals, and provide purchasing recommendations to IT leadership.
• Perform other related duties as assigned.

What you bring

• Associate’s degree in Computer Science, Information Technology, or a related field required (college coursework plus relevant professional certifications may substitute).
• Three to five years of IT support experience with strong troubleshooting, customer service, and documentation skills.
• Experience coordinating with vendors and supporting invoice/procurement activities.
• Ability to support technology users at all levels of an organization.
• Valid driver’s license required.
• Knowledge of hardware and software components for servers, PCs, and mobile devices.
• Proficiency troubleshooting user issues across diverse systems and platforms.
• Strong ability to document technical procedures and support processes clearly and accurately.
• Effective interpersonal and communication skills to explain technical issues to non-technical users.
• Ability to manage multiple assignments independently and prioritize effectively.
• A capacity-building mindset to walk users through solutions and reduce reliance on IT support.
• Availability for on-call support during off-hours for critical IT issues and emergencies.
• Demonstrated skill reviewing invoices, purchase orders, and vendor contracts for accuracy.
• Basic understanding of municipal procurement and budgeting practices, or willingness to learn.
• Strong organizational skills and attention to detail in tracking expenditures and vendor records.
• Comfort serving as a jack-of-all-trades across a wide range of technical disciplines, with quick independent learning of new systems.
• Experience supporting onboarding and rollout of new technology platforms, including testing, training, and phased implementation.
• Ability to effectively support and communicate with staff at all levels of the organization.

Tools and technologies you may work with

• Windows, Microsoft 365, Linux, iOS, Android, Microsoft Office applications
• Tyler Munis, SQL Server Reporting Services
• VOIP: EnerGov, Mitel, AVST voicemail systems, Zoom Phone, RingCentral, Microsoft Teams
• Virtualization and server environments: VMware, Microsoft Server, SQL Server
• Security and protection tools: CrowdStrike, Duo, Barracuda, firewalls, switches, routers
• Other: Electronic diagnostic and testing equipment, web-based vendor portals, purchase order systems, invoice tracking tools

Reporting and working style

Works under the direct supervision of the Manager of Information Technology (IT), with tasks and some responsibilities assigned by the City’s Senior Systems Administrator and Senior Network Systems Engineer. Minimal supervision is exercised on projects where IT has a leadership role.

Benefits

• IMRF pension eligible