Technical Support Specialist – Information Technology (Full-Time, 35 Hours)

The Village of Palatine is seeking a detail-oriented and customer-focused Technical Support Specialist to join our Information Technology team. This professional, hands-on position provides first-level technical support to employees by troubleshooting and resolving issues related to software, hardware, mobile devices, and other IT systems. The role also supports IT operations through administrative tasks and documentation.

Essential Job Functions

• Answer, evaluate, prioritize, and assist incoming requests via phone, voicemail, email, ticketing system, and walk-ins from users experiencing technical issues
• Interview users to gather information and guide them through diagnostic procedures to identify the source of problems
• Respond to user questions concerning network access and software functionality
• Determine whether issues are caused by hardware, software, or other sources
• Handle problem recognition, research, isolation, resolution, and follow-up for routine issues; escalate complex problems to senior IT staff or supervisor
• Log and track support requests using a problem management database; maintain historical records and documentation
• Prepare standard help desk reports such as help desk incident summaries
• Analyze incident trends and recommend improvements to reduce recurring issues
• Consults with team members to explain software errors or suggest program enhancements
• Coordinate with software and hardware vendors for service or replacement of defective products
• Test and evaluate hardware and software for usability and compatibility with business needs
• Create and revise user guides, training manuals, FAQs, and visual training materials
• Deliver user training sessions on-site or in classroom settings; recommend external training providers when appropriate
• Install, configure, and update personal computers, software applications, and peripheral equipment
• Process accounts payable paperwork and assist with IT-related administrative tasks
• Provide technical support across multiple municipal buildings
• Perform other related duties as assigned

Qualifications

Candidates should have an associate's degree or equivalent from a two-year college or technical school, along with one to two years of experience in a help desk or technical support role. Equivalent combinations of education and experience will also be considered. Public sector experience is a plus. Preferred qualifications include Microsoft and CompTIA certifications, such as A+ or Network+. A valid driver's license is required to provide support across multiple municipal buildings. Successful candidates will demonstrate strong troubleshooting and problem-solving skills, clear written and verbal communication, and the ability to interpret technical documentation. Basic math proficiency and a collaborative mindset are also essential for working effectively with cross-functional teams.

Starting Salary & Benefits

This full-time, 35-hour-per-week position offers a hiring salary range of $32.25 to $49.85 per hour. The Village of Palatine provides a competitive benefits package that includes participation in the Illinois Municipal Retirement Fund (IMRF), comprehensive health insurance with a 10% employee contribution, paid time off, and additional employee benefits.

Hours

Typical work hours are Monday through Friday, 8 : 00 a.m. to 4 : 00 p.m.

To Apply

Interested candidates should submit a letter of interest and resume. Only applications submitted through the Village's Employment Portal will be considered.

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