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Job Title: IT Intern

Reports To: Information Technology Director

Department: Information Technology

FLSA Status: Non-Exempt

General Job Summary

This is a technical staff position responsible for supporting automated information systems, related programming, and providing computer technical support. Work involves researching information needs, installing and testing new computer programs, performing system and network administrative tasks and end-user computer support.

Duties and Responsibilities

1.  Software, hardware, and Imaging - 15%

  • Install and setup new computers, peripherals, iPads, iPhones, and desk phones.
  • Install and maintain hardware and software town-wide to include specialized hardware and software for Police and Fire computers, such as CJIS (Criminal Justice Information System) compliant software. 

2.  Systems Administration - 35%

  • Create and maintain user accounts for both on premise and cloud systems, to include password management, configure security settings including MFA, and access permissions on network shares. 
  • Assist with testing disaster recovery hardware and software. 
  • Maintain organized wire management in networking closets. 
  • Perform website content management compliance testing and repairs. 
  • Administer cellular phones, IP phones, and voicemail systems. 
  • Maintain and troubleshoot advanced MDM (Mobile Device Management) system. 

3.  Troubleshooting - 35%

  • Respond to and resolve technical support calls, emails, and walk-in requests.
  • Create incident ticket in ticket management system; record responses, actions taken, and final resolution. 
  • Support and troubleshoot:
    • end-user computer hardware and peripherals
    • all software on town devices, including specialized Police and Fire software, in order to meet CJIS (Criminal Justice Information System) compliance requirements
    • end-user physical and network security access
  • Escalate and manage support calls to hardware and software vendors as necessary. 

4.  Training - 10%

  • Develop documentation and provide new user onboarding training. 
  • Document on-going technical training materials for town employees such as quick references and detailed manuals.
  • Provide individual technical training as necessary. 
  • Maintain hardware and software documentation for IT department personnel. 

5.  Document Management - 5%

  • Manage the front-end of the town’s Document Management system. This includes configuring, and troubleshooting the software, hardware, and storage.

Perform additional duties as assigned and attend the Town-required training. Regular attendance is required. Work in a manner that is aware of personal safety and the safety of others and observes safety, health and sanitation codes, regulations, or practices required by the Town or governmental authority.

Required Minimum Qualifications

Education & Experience

  • Two to three years’ experience supporting computer hardware, software and Systems Administration.
  • Possess and maintain a valid Wisconsin driver's license.          

Knowledge, Skills, and Abilities

  • Knowledge of information services processes with an emphasis on computer-related technologies. 
  • Ability to be highly motivated while identifying and resolving PC and software issues.
  • Self-driven willingness to provide personal customer service.
  • Ability to continually reevaluate and prioritize multiple tickets.
  • Demonstrate skill in efficient and effective problem-solving.
  • Working knowledge of network environment, including routing, switching, and cellular data environments. 
  • Ability to work well with department personnel and customers. Ability to work effectively independently and in a team environment.
  • Ability to maintain confidentiality.
  • Ability to understand and carry out complex oral and/or written instructions.
  • Ability to work effectively with minimal supervision and meet deadlines.
  • Ability to professionally communicate both orally and in writing.

 The Town may consider any equivalent amount of credentials, licensures, training, or experience that provides the necessary knowledge, skills, and abilities to perform the duties and responsibilities of this job. 

Equipment Used

Computer, laptop, cellphone, desk phone, printer, multifunction copier, scanner, fax, calculator, ladders, carpenter tools, digital testers, punch down tools, network analyzers, and other general office equipment. 

Working Conditions

Work is primarily conducted in a climate-controlled office environment, approximately 20 hours per week, during office hours, for one to two semesters. Office Hours are Monday through Thursday, 7:00 am – 4:30 pm, and Friday, 7:00 am – 11:00 am. The Town is willing to work with a student's school schedule. 

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the duties and responsibilities of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform this job. 

Generally a sedentary position working in a professional office environment. Regularly required to sit, stand, walk, and use both hands to handle, touch, grasp, reach with hands and arms. Frequent talking, hearing/listening, and performing repetitive motions. Ability to sustain prolonged visual concentration. Occasional physical activities such as stooping, kneeling, crouching, standing, walking, lifting, carrying, pushing, and pulling up to 30 pounds; occasionally lifting 75 pounds with assistance.

Note

The duties and responsibilities listed in this job description are intended to describe the general nature and level of work that may be performed. The omission of specific statements of duties does not exclude them from the job if work is similar, related or a logical assignment to the job. The percentage of time may vary widely depending on the needs of the position during any particular time period.

This job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.