IT Help Desk Support Specialist (Tier 1 - Onsite, Thompson's Station) The Opportunity
A growing municipal organization is seeking a Tier 1 IT Help Desk Support Specialist to provide on site, user facing technical support across several town facilities. This role is designed to absorb everyday IT issues-tickets, deskside troubleshooting, and basic device support-so the IT Director can remain focused on infrastructure, networking, and strategic initiatives.
You'll work in a low chaos, community focused environment, supporting approximately 15-20 primarily on site users across multiple locations within town limits. This is a hands on help desk role, not a systems administrator or solo IT position.
What You'll Be Doing
- Serve as the first point of contact for IT support via email, ticket submission, phone, and walk ups
- Create, document, prioritize, and close help desk tickets in the town's ticketing system
- Provide deskside and onsite Tier 1 support for common issues:
- Microsoft Outlook, Word, Excel, Teams, and SharePoint
- Laptop and iPad setup and basic troubleshooting
- Printers, monitors, docking stations, keyboards, and peripherals
- Assist with installing approved software and routine device setup
- Perform light AV support for meetings (microphones, cameras, recording, basic setup)
- Travel locally between nearby town facilities using a town vehicle
- Coordinate and escalate issues to:
- The IT Director (internal)
- External managed service providers handling firewalls, networking, and backend systems
- Help maintain basic IT documentation and identify repeat issues worth documenting
Technology Environment
- Primary platform: Microsoft 365 (Outlook, Office, Teams, SharePoint)
- Devices: Windows laptops, iPads, peripherals
- Applications: GeoCivics, Bluebeam, Adobe e Sign, limited Google Workspace overlap
- Infrastructure: Cloud based; networking, firewalls, and website supported by external vendors
- No deep networking, server admin, or security ownership required
Schedule & Work Arrangement
- Onsite only (no remote support)
- Flexible schedule, typically 20-30 hours per week
- Core window generally 8:30am-4:30pm, with flexibility (e.g., 9-3 or 10-4)
- No on call rotation; occasional evening council meetings (rare and manageable)
What We're Looking For
- Prior IT support or help desk experience (Tier 1 / desktop support ideal)
- Comfortable supporting non technical users in person
- Strong documentation and ticket hygiene
- Reliable, service oriented, and comfortable working in a smaller environment
- Willingness to learn new systems and follow established processes
- Valid driver's license for local travel between town facilities
Compensation & Structure
- Hourly: $20-$24/hr
- Engagement: Part time initially with strong temp to hire potential
- Long term opportunity as the town continues to grow (planned staff expansion)
Why This Role Works Well
- Clearly scoped Tier 1 role - not a sink or swim IT position
- Supportive IT Director and clear escalation paths
- Stable environment with modern, cloud based tools
- Flexible schedule and predictable workload
- Opportunity to grow into a longer term role as demand increases