Information Technology Specialist

The Town of Palm Beach is an internationally acclaimed destination known worldwide for its extraordinary beauty, small-town charm, and exceptional service standards. Our residents are some of the world's most influential people and they choose Palm Beach to call home because of the amazing quality of life. The Town is seeking a key position to perpetuate its values, of excellence and reliability in this one-of-a-kind setting. 

Do you share these values Are you ready for the challenge Come be part of our team! 

The Town of Palm Beach employees are driven by the vision to deliver the highest quality service by continuously improving and always striving to be the standard by which all others are measured. The employees of the Town commit to and are guided by the following values:

•    Respect for everyone;

•    Highest ethical standards;

•    Cooperation and teamwork;

•    Commitment to quality;

•    Spirit of innovation;

•    Open and timely communication; and

•    Personal responsibility and accountability.

If you share these values, apply to join our team. 

The Information Technology Specialist is the first point of contact for technical support, providing Tier 1 assistance for computers, mobile devices, printers, network access and business applications. The role resolves issues quickly, keeps devices and accounts in a secure and supported state, and escalates complex problems with clear documentation in the ticketing management system.

The technician also supports asset management, software license tracking, device deployment, and routine maintenance and upgrades. The position requires sound independent judgment guided by established policies, service standards and security practices.

End-user support

• Provide Tier 1 support by phone, email, chat, ticketing system and in person.
• Diagnose and resolve hardware, software, printing and connectivity issues, including LAN, Wi-Fi and VPN access.
• Log, categorize, prioritize and update every request in the service desk ticketing system.
• Escalate Tier 2 and Tier 3 issues to senior staff with complete notes on symptoms, steps taken and impact.
• Support remote users and remote sites using remote-access and endpoint management tools.

Devices and software

• Deploy, configure, upgrade and retire desktops, laptops, tablets, smartphones, printers and peripherals.
• Image and provision devices using modern deployment tools, including zero-touch and automated enrollment.
• Install and update approved software and assist with scheduled patching and software releases.
• Install, test and troubleshoot network and device cabling.

Accounts and security

• Create, modify, disable and remove user accounts, group memberships and mailboxes according to policy.
• Reset passwords and support multi-factor authentication enrollment after verifying user identity.
• Follow cybersecurity policies, report suspected incidents promptly, and help users recognize phishing and other threats.

Assets, documentation and vendors

• Maintain accurate hardware inventory and software license records.
• Write and update knowledge base articles, how-to guides and standard procedures.
• Contact vendors about warranty repairs, compatibility, pricing and availability.
• Assist with basic reporting, simple databases and queries that support IT operations.

• High school diploma or GED.
• One (1) year of experience supporting Windows computers, peripherals and end users in a help desk or desktop support role.
• Valid Florida driver's license and the ability to travel to remote sites.
• Ability to pass a background check. Positions supporting public safety or criminal justice systems may require CJIS clearance.
• Must hold a CompTIA A+ certification or have equivalent knowledge and experience. Candidates who are not certified must obtain the A+ certification within 6 months of hire.
• Must hold a CompTIA Network+ certification or have equivalent knowledge and experience. Candidates who are not certified must obtain the Network+ certification within 12 months of hire.

Preferred

• Associate's degree in computer science, information technology or a related field.
• CompTIA A+, Network+, Security+ or Microsoft 365 certification.
• Experience in a government or public-sector IT environment.

• Intermediate to advanced knowledge of Windows 11.
• Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, Visio and Project.
• Basic to intermediate knowledge of Active Directory and Microsoft Entra ID (Azure AD).
• Familiarity with endpoint management and deployment tools such as Microsoft Intune, Autopilot or Configuration Manager.
• Working knowledge of TCP/IP, DNS, DHCP, Wi-Fi and VPN, or the ability to learn them quickly.
• Familiarity with mobile device platforms (iOS and Android) and multi-factor authentication.
• Experience with remote support tools and IT service management or ticketing systems.
• Ability to troubleshoot methodically and logically and know when to escalate.
• Ability to Explain technical issues clearly to non-technical users, verbally and in writing.
• Ability to summarize requests, trends and resolutions accurately in tickets and reports.
• Strong customer service skills and the ability to provide courteous, patient and professional customer service.
• Ability to organize and prioritize a changing workload with multiple deadlines.
• Ability to work independently with minimal supervision and as part of a team.
• Ability to follow policies and service standards for response time, documentation and availability.
• Ability to handle confidential information with discretion.

Physical demands and work environment

The demands below represent what is required to perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. The specialist frequently lifts up to 20 lb, stands up to 2 hours, walks, bends, reaches, climbs stairs, uses a keyboard and fine motor skills, and must see color, hear and speak. Occasionally, the specialist lifts and carries up to 50 lb (heavier with help or equipment), stands over 2 hours, pushes carts and works in tight spaces.

Work is performed mainly in an office setting. Some tasks occur in areas with drafts, noise, temperature changes or confined spaces, such as server rooms, closets and field sites. Handling equipment and cabling carries a risk of minor cuts, bruises or strains.

The specialist drives a personal or organization vehicle to worksites. The schedule may vary with department needs, including occasional evenings, weekends or on-call periods.

This description is not an exhaustive list of duties. Duties may change as organizational needs evolve, including other duties as assigned, including after-hours or on-call support when needed.