User Systems & Support Manager (IT)

The City of Fairview Heights is hiring a full time User Systems & Support Manager in the Administration Department.

The User Systems & Support Manager (USSM) is responsible for the overall user experience with solutions and devices provided by the IT Department. These duties will be carried out by functioning as the first-contact, frontline support for City staff and, with limited exceptions, is an in-person, non-remote position.

Atop of providing direct user support, the primary day-to-day work consists of maintaining user workstations, City-issued mobile devices, locally-hosted SAAS solutions, and relationships with vendors cloud-hosting SAAS solutions so that City staff can successfully carry out the responsibilities of their respective roles. The USSM will report to the Associate Director of IT.

Core Job Responsibilities

• Support the overall integrity and security of the City's computer systems by maintaining a security-first mindset. The USSM is responsible for self-policing their security practices to ensure adherence security policies and initiatives set forth by the IT Department. Where unsure, the USSM is to refer to the Associate Director of IT or the IT Manager overseeing infrastructure security to improve their competency in this area.
• Effectively provide onsite and remote hardware/software troubleshooting and installation.
• Provide daily support to end users by serving as help desk representative to elected officials and staff employed by the City, e.g. City Hall, Police Department, Rec Center. This may include assisting with software configuration, hardware failure, network connectivity problems, coordinating with vendors for contracted support, or other problems relayed by City staff regarding their work-issued technology.
• Engage with vendors for hardware/software support and/or new solutions.
• Provide user training on devices and software managed by the IT Department.
• As needed, consult with users to determine functional specifications for existing and prospective hardware and software systems.
• Assist in developing operational procedures for users, user devices, and user software.
• As appropriate, make recommendations to the Associate Director of IT for the prevention of recurring problems.
• Set up A/V and room technology for council and committee meetings.
• Document incidents/requests in IT Ticketing System.
• As appropriate or directed, develop KBs in the IT Ticketing System.
• As requested, assist with IT projects and initiatives.
• As requested, maintain availability to provide on-call, after-hours support.
• Perform other duties as assigned, which may or may not be included within the "essential competencies and capabilities" listed in the next section.

Essential Competencies and Capabilities

The USSM is expected to maintain competency and skills in a wide array of systems that relate to end-user devices and software. As such, this list cannot be all-inclusive but does offer insight into the kinds of expectations that may be placed on the USSM role.

• Windows 10/11/Next support and troubleshooting
• Windows Server 2019/2022/2025/Next administration and troubleshooting to support servers that locally host SAAS or software solutions used by City staff and elected officials
• VMWare / Hyper-V proficiency enabling successful VM deployments and other maintenance
• Email gateway / SPAM quarantine administration
• Basic Microsoft Exchange administration
• Active Directory and GPO configuration and administration to manage user accounts and improve domain efficiencies
• Multifactor Token enrollment/replacement and administration
• File share administration
• EDR/AV configuration and administration to balance least-privilege permissions for software with reducing false positives
• JAMF (or other) Mobile Device Management administration and device enrollment
• VOIP / PBX administration and individual phone deployments
• Access Control system administration
• IP camera system administration
• Software packaging and deployment
• Patch management
• Server, PC, phone, and A/V equipment repair

Basic Job Qualifications

• Associate's Degree with course work in management information systems, or computer science, computer engineering, or related required without exceptional work experience; Bachelor's degree in related field preferred.
• Two years of increasingly responsible experience in providing support for hardware, software, networking equipment, phones, workstations, servers, and peripherals
• Proven customer service skills and ability to work tactfully with the public, employees, and City vendors

Working Conditions

Most work will be performed in a regular office environment but some may occur outside or in other conditions that are not climate-controlled.

General Knowledge, Skills, and Abilities Required

• Knowledge of own limitations, ability to ask for assistance where appropriate, and desire to continually advance own skillset
• Ability to work independently, take initiative, and spearhead projects after receipt of general direction
• Considerable knowledge of PC operations, data communications, and network operations
• Knowledge of Microsoft server technology, Windows-based PCs, and Apple products
• Knowledge of TCP/IP networking protocol, WAN and LAN networking environment, and VMWare.
• Ability to effectively troubleshoot and resolve network and PC problems in a timely and urgent manner
• Ability to be self-directed, resourceful, enthusiastic, and diligent
• Ability to exercise good judgment in a variety of situations and engage in a strategic thought process
• Ability to operate and adapt to various platforms of technology, such as an tablets, laptops, workstations, smart TVs, etc.
• Working knowledge of common office equipment, such as the use of a phone, printer, copy and fax machine, and scanning equipment/software, as well as the ability to learn and adapt to new equipment
• Skillful use of Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint
• Ability to communicate effectively both orally and in writing

Other Job Requirements

• Position will be required to work occasionally after normal business hours
• Travel to conferences and seminars may be required occasionally

Physical Requirements

• Position requires the ability to sit for extended periods of time; stand and walk; lift, carry, push, pull or otherwise move items weighing up to 75 pounds; seeing, speaking, and hearing necessary to issue and follow oral and written instructions; hand-eye coordination and manual dexterity sufficient to effectively and efficiently operate office machinery, including a computer keyboard.
• Sit and talk or hear; walk; use hands to finger, handle or feel objects, tools or controls; and reach with hands and arms
• Specific vision abilities required by the job include close vision and the ability to adjust focus.
• Manual dexterity necessary to type at least 60 words per minute, operate a calculator, copy and fax machine, and other equipment

The City of Fairview Heights is an Equal Opportunity Employer

EOE/M/F/D/V