IT Operations Technician I

Cheshire County - Keene, NH

Full-time - Entry Level

Keene, NH

Justice, Public Order, and Safety Activities

About the position

Cheshire County Government, New Hampshire, is seeking a full-time Information Technology Operations Technician I to join our IT team. This position serves as the primary contact for end-user and internal operational IT support on an assigned campus within the County. The technician will be responsible for actively monitoring and maintaining the health of endpoint, server, network, and ancillary systems, ensuring that backups, anti-virus, DNS filtering, replication, power systems, and firewall operations are functioning optimally. The role requires taking affirmative action to address any deficits that may arise in these systems. In addition to system monitoring, the technician will maintain and ensure the availability of all campus data and telephone resources, computer-based services, vertical software, and servers on the campus LAN. Familiarity with the department's disaster recovery procedures is essential, as the technician will need to restore campus operations after any interruptions. The technician will also be responsible for ensuring that software and hardware updates, upgrades, and security vulnerabilities are addressed promptly, in accordance with departmental best practices. The role includes assisting in the testing of new hardware and software prior to full-scale installation, maintaining an up-to-date inventory and location log of all equipment, and managing the computer supply inventory. The technician will develop and document procedures for problem resolution and processes, ensuring that all documentation meets departmental standards. Installation, repair, or replacement of computer, telephone, and network equipment will be required, along with support for campus-specific non-IT computer equipment and applications. Preventive maintenance on all equipment is a key responsibility, and the technician must maintain strict confidentiality of sensitive information. Responding to end-user requests for remote or in-person hardware and software assistance is also part of the job, as is escalating issues to higher support tiers when necessary. The technician will create and maintain accurate written records of all activities using County tracking systems. Other duties may include vendor interaction, network programming, wiring, patch panel management, and participation in departmental research and development projects. Resourcefulness, effective time management, and strong communication skills are essential for success in this role.

Responsibilities

• Serve as the primary contact for end-user and internal operational IT support on an assigned campus within the County.
• Actively monitor and maintain endpoint, server, network, and ancillary systems' health including backups, anti-virus, DNS filtering, replication, power systems, and firewall operations.
• Actively monitor and maintain all campus data and telephone resources, computer-based services, vertical software, and servers on the campus LAN.
• Maintain, practice, and ensure familiarity with department disaster recovery procedures to restore campus operation after interruption.
• Actively monitor and ensure software and hardware updates, upgrades, and security vulnerabilities are addressed in a timely manner.
• Assist in testing new hardware and software before full-scale installation.
• Maintain an up-to-date inventory and location log of all equipment using department systems.
• Manage computer supply inventory; requests additional inventory as necessary.
• Develop and document procedures used to resolve problems and processes.
• Install, repair, or replace all computer, telephone, and network equipment according to department best practice or as directed.
• Support campus-specific non-IT computer equipment and applications as required.
• Install productivity and application software consistent with department best practice.
• Perform preventive maintenance on all equipment in accordance with department best practice.
• Maintain strict confidentiality of sensitive information.
• Respond to end-user requests for remote or in-person hardware and software assistance.
• Escalate issues to a higher support tier as required to ensure resolution.
• Create promptly and maintain accurately written records of all activity using County tracking systems.

Requirements

• Knowledge of computer science equivalent to completion of an Associates' degree and one to three years of related experience, relevant certifications, or equivalent combination of education and experience.
• Knowledge of and experience using current Windows operating systems in desktop environments.
• Knowledge of and experience using current Windows server operating systems.
• Knowledge of and experience using virtualization systems, such as Hyper-V.
• Knowledge of and experience using data system IP networking and protocols, principles of LAN/WAN operation, switching, and routing.
• Ability to understand and follow verbal and written instructions and procedures to accomplish assigned tasks.
• Ability to use simple tools and electronic test and diagnostic equipment necessary for routine maintenance and repair of hardware.
• Ability to troubleshoot effectively to determine networking or software configuration problems.
• Ability to recognize both routine and emergent situations and act in accordance with department priorities.
• Ability to be resourceful, work with minimal supervision when appropriate, and manage time effectively to ensure that deadlines are met.
• Ability to communicate effectively both verbally and in written form, both with end-users and within the department chain-of-command.
• Ability to function as a team member to support departmental goals.