Item 3.11 IT Support Specialist Position Job Description and Recruitment
Request for
City Council Action
DEPARTMENT INFORMATION
ORIGINATING DEPARTMENT REQUESTOR: MEETING DATE:
Human Resources Assistant City Administrator/Human Resources Hille March 23, 2026
PRESENTER(s) REVIEWED BY: ITEM #:
Consent City Administrator/Finance Director Flaherty 3.11 – Job Description
STRATEGIC VISION
MEETS: THE CITY OF OTSEGO:
Is a strong organization that is committed to leading the community through innovative communication.
Has proactively expanded infrastructure to responsibly provide core services.
Is committed to delivery of quality emergency service responsive to community needs and expectations in a
cost-effective manner.
X Is a social community with diverse housing, service options, and employment opportunities.
Is a distinctive, connected community known for its beauty and natural surroundings.
AGENDA ITEM DETAILS
RECOMMENDATION:
City staff recommend the City Council approve a job description for the IT Support Specialist position and authorize
recruitment.
ARE YOU SEEKING APPROVAL OF A CONTRACT? IS A PUBLIC HEARING REQUIRED?
No No
BACKGROUND/JUSTIFICATION:
Staff are requesting the City Council approve the job description and authorize recruitment for the Information
Technology (IT) Support Specialist position. This position addition was included within the 2026 General Fund Budget.
This position would work under the direction of the IT Manager to provide added capacity, additional expertise,
additional accessibility to City employees, and provide the necessary crossover functionality for vital operations. The
reliance upon technology is increasing across every department and within each City facility. The increase in IT support
tickets along with the growing concern of cybersecurity demands require additional support. This position provides
support as well as training across all departments.
Upon completion of onboarding the new position would be tasked with providing technical support for employees,
conducting hardware replacements, and assisting with implementation of technology in City facilities.
The draft recruitment schedule is currently as follows but subject to change:
- Recruitment Authorization: 3/23/2026
- Position Posted: 4/8/2026
- Position Closes: 4/23/2026
- Tentative Interviews: Week of May 4
- Council Review: 5/26/2026
- Tentative Start Date: June
The initial job description was reviewed at the Administrative Sub-committee on December 10, 2025, and staff were
requested to make changes and return to Administrative sub-committee. The position was scored at 202, which is grade
7 and aligns with the budgeted wage.
The revisions to the job description and the position score were presented to the Administrative Subcommittee at their
March 11, 2026, meeting with a recommendation for consideration of approval by the City Council.
SUPPORTING DOCUMENTS ATTACHED:
• Job Description (DRAFT)
POSSIBLE MOTION
PLEASE WORD MOTION AS YOU WOULD LIKE IT TO APPEAR IN THE MINUTES:
Motion to approve the Information Technology Support Specialist Job Description and to authorize recruitment.
BUDGET INFORMATION
FUNDING: BUDGETED:
General Fund – Information Technology (41650)
Yes
Position Description
Position: Information Technology Support Specialist
Department: Information Technology
Position Status: Full-time
FLSA Status: Non-exempt
Pay Grade: 7
Date Approved: DRAFT
DESCRIPTION OF WORK
General Statement of Duties: Installs, configures, supports and maintains computer hardware, software,
peripherals and other equipment/technologies for City's departments. Assists in providing technical
assistance and troubleshooting to solve specific hardware/ software problems for staff and for network
problems. Perform other duties as needed or assigned.
Immediate Supervisor: Information Technology Manager
Supervises: None
Provides Work Direction to: None
MAJOR JOB FUNCTIONS
1. Support:
a. Complete IT support tickets as assigned
b. Scan documents into the City’s document management system
c. Create documentation related to support requests
d. Create and maintain documentation as it relates to network and system configuration
e. Patching and remediating system vulnerabilities
f. Support PC hardware including desktops, notebooks, mobile PC’s, printers, scanners,
tablets, and other hardware devices
g. Troubleshoot issues, including phone systems, servers, storage, switches, routers,
firewalls, windows, software, and security systems
h. Provide end-user training
2. Information Systems:
a. Assist with the development and implementation of departmental and city-wide
technology projects as assigned
b. Imaging computers and setting up workstations
c. Aid in maintaining building security systems
d. Assist with the implementation and management of the network infrastructure
e. Assist with maintaining server and networking equipment
f. Assist with the configuration and maintenance of the virtual server system
g. Conduct ongoing research and recommend ideas to enhance the technology
infrastructure throughout the City
h. Create and manage user accounts in various systems
i. Address security vulnerabilities and mitigation techniques
j. Administer and maintain City issued cell phones and tablets
k. Provide periodic reports on network usage and system performance
3. Policies and Procedures:
a. Assist with development and implementation of IT policies, procedures, and standards to
provide a stable and secure technology environment
b. Communicates and enforces IT policies and procedures for the application of technology
within the city
c. Monitoring of operations to ensure compliance with applicable laws, regulations, rules, and
ordinances
d. Create and manage end-user training documentation
e. Create polices in various software to strengthen the City’s security posture
4. General
a. Treat fellow employees with respect and integrity
b. Promote a positive and motivating environment
c. Provide exceptional customer service
d. Confer with supervisor, peers, and employees to discuss and resolve issues
e. Make decisions that are always in the best interest of the City
f. Perform other duties and projects as assigned
g. Follow all safety policies and procedures
h. Follow all City policies and procedures
KNOWLEDGE, SKILLS AND ABILITIES
• Working knowledge of Microsoft Windows network administration including network
management, troubleshooting, and security.
• Working knowledge of personal computer hardware and software installation troubleshooting,
setup, configuration, and repair.
• Working knowledge of computer operating systems.
• Working knowledge of VoIP telecommunications systems.
• Working knowledge of networking equipment, storage area networks, telecommunications
hardware, and network peripherals.
• Working knowledge of AV system operations.
• Working knowledge of City government functions, municipal operations, and services, including
personnel involved.
• Considerable knowledge of standard office practices and procedures.
• Working skill in hardware deployment, installation, and support.
• Working skill supporting multiple users on a wide variety of software applications.
• Considerable skill in learning new technologies.
• Considerable skill in providing a high level of customer service to city officials and employees.
• Considerable skill in providing remote support of technical issues via telephone, face to face,
and/or with remote support software.
• Considerable skill in tracking phone calls, emails, and maintenance requests to ensure problems
are properly prioritized, monitored, escalated, and resolved appropriately.
• Considerable ability to resolve routine problems within a well-defined technical domain.
• Considerable ability to research and analyze data, search records, determine alternatives, and
make recommendations or implement changes as needed.
• Considerable ability to communicate effectively, both orally and in writing, with employees and
vendors.
• Considerable ability to establish and maintain effective working relations with City staff and the
public.
• Ability to respond via phone or report to city locations on short notice as work needs dictate.
• Considerable ability to explain and write technical procedures and system information in an
easily understood and non-technical manner.
MINIMUM QUALIFICATIONS
1. High school diploma or equivalent
2. Valid Driver’s License
3. Associate’s degree in Computer Science, Cybersecurity, Networking, Information Systems,
Information Technology or equivalent training and experience
PREFERRED QUALIFICATIONS
1. Municipal or County government experience
2. Certifications for Networking, Microsoft, Cybersecurity or similar
3. Two years experience providing IT support in a professional setting
4. Experience working with Laserfiche, Fortinet, O365, Avigilon Alta, Crowdstrike, AV systems
5. Experience working with IT ticket systems
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described are representative of those that must be met by an employee to
perform the essential functions of the job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
Most work is inside in a normal office setting. Work is done alone, with others and with the public. This
includes medium physical strength work occasionally. Occasional driving within city limits is required. This
position requires after hours response, and ability to address emergency incidents.
Activities that occur constantly (5–8 hours/shift): sitting, talking, hearing
Activities that occur frequently (2–5 hours/shift): repetitive motions, eye/hand/foot coordination
Activities that occur occasionally (up to 2 hours/shift): standing, walking, lifting, carrying, reaching
Activities that occur rarely (do not exist as regular part of job): pushing, pulling, climbing, balancing,
stooping, kneeling, crouching, crawling, handling, grasping, feeling
City of Otsego is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, reasonable accommodations are offered
to qualified individuals with disabilities. Prospective and current employees are encouraged to discuss potential accommodations with the
employer.
Employee signature below constitutes employee’s understanding of the requirements, essential
functions, and duties of the position.
_______________________________________________
Employee Name
_______________________________________________ ______________________
Employee Signature Date