IT Support Technician

The City of Portsmouth, NH is hiring an IT Support Technician to deliver first-line technical support for employees across multiple departments. This on-site role at City Hall focuses on keeping endpoints, printers, applications, and network-connected systems running smoothly, while helping resolve day-to-day technology issues through a mix of phone, onsite, and remote support.

In this position, you will support modern workplace technology including Windows 11 desktops and laptops, iPads and cellphones, Microsoft 365, and core infrastructure such as Windows Server and Active Directory. You will also help maintain security and compliance through endpoint management, patching, encryption, and antivirus controls, while using dashboards and IT ticketing data to keep leadership informed on device health, patch status, and service performance.

What you’ll do

• Provide helpdesk support to City employees by phone, onsite, and through remote access tools, tracking each request in the IT ticketing system.
• Support and troubleshoot endpoints including Windows 11 desktops and laptops, and provide support for iPads and cellphones.
• Work independently and as part of the team to address basic Windows Server issues and Microsoft 365-related problems.
• Coordinate with vendor partners and service providers to help resolve shared issues.
• Maintain endpoint and printer management, including patching and compliance, password management, mobile device management, endpoint encryption, antivirus, and security policy compliance.
• Manage hardware and software asset inventory, warranty tracking, lifecycle management, and repair and replacement supplies and parts.
• Monitor systems and alerts for errors, warnings, or non-compliance, and address or escalate as appropriate.
• Use real-time dashboards to prepare reports on device status, patching, ticketing, Service Level Agreement (SLA) performance, key performance indicators, ticket volume, issue categories, and affected users.
• Image, configure, and deploy new employee computers; support rollouts of new computer, server, and network hardware following policy and best practices.
• Install, configure, and troubleshoot business applications.
• Train employees on proper use of City applications and systems, including appropriate responses to security concerns such as suspicious websites, emails, and application behavior; create and update knowledge base documentation and job aids.
• Assist IT Engineers with troubleshooting network issues, cybersecurity incidents, and technical projects as directed.
• Perform other duties as assigned by the supervisor or designee.

What you bring

• Customer service and technical troubleshooting skills to troubleshoot, prioritize, escalate, and find effective solutions quickly, using online and vendor resources when needed.
• Basic knowledge of computer hardware, software, and networks, including Windows 11, Active Directory, and Microsoft 365.
• Familiarity with IT ticketing systems, including logging, prioritizing, and documenting issues through resolution.
• Ability to maintain effective working relationships with department heads, employees, public officials, and the public.
• Strong communication skills for City staff, the public, and government officials at all levels.
• Education and experience: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field and two (2) years of information technology experience, or an equivalent combination of education and experience.
• Preferred certifications: CompTIA A+, CompTIA Security+, Microsoft certifications, or other relevant certifications.
• Driver’s license required with no offenses that would prohibit or restrict any insurance carrier providing coverage to the City.

Salary and benefits

$76,948 - $84,835 per year. Benefits include retirement, paid time off (vacation and holidays), medical and dental insurance, flexible spending account, professional development, career growth, and longevity incentives.

Work setup and supervision

This role is based in the City’s IT Department at City Hall and works under the supervision of the Software Solutions and Support Director. Work outside the normal workday may be required.

Work conditions

Work is primarily performed in a standard office environment. You will regularly travel to and work within City-owned buildings and municipal facilities and operate City-owned vehicles for on-site troubleshooting, hardware installation, and network maintenance. The work may require time in server rooms, utility closets, indoor and outdoor pool facilities, and other confined or restricted-access spaces, with exposure to dust, electrical wiring, and moderate noise from servers and facility operations.

Application details

Finalist candidates must complete pre-employment screening drug testing & background check.