IT Support Specialist

Summary of Job

The Village of Caledonia is seeking a skilled and customer-focused IT Support Specialist to provide advanced technical support for municipal systems, infrastructure, and end-users. This role is responsible for resolving complex technical issues, maintaining IT systems, and ensuring the smooth operation of technology services across departments.

Essential Duties & Responsibilities

• Respond to and resolve technical issues from RMM tools and users
• Troubleshoot and maintain hardware, software, and network systems.
• Support municipal applications including public safety, finance, and utility systems.
• Collaborate with vendors and third-party service providers for issue resolution.
• Maintain and update IT documentation, procedures, and knowledge base.
• Assist in system upgrades, patch management, and cybersecurity initiatives.
• Provide assistance to end-users on software applications ultimately becoming the in-house expert on applications currently in use; provides daily support to the client/customer and activates/inactivates end users as needed.
• Participate in IT projects and system implementations.
• Collaborate with any outside IT vendor/consultant to assist in resolving issues or concerns regarding equipment or software.
• Assists with administering the Village email system (account creation, monitoring, records requests, and archival).
• Assists with implementing and ensuring compliance with security best practices.

Qualifications

• Associate or bachelor’s degree in information technology, Computer Science, or related field.
• Minimum 3 years of experience in IT support, with at least 1 year in an L2 role.
• Strong knowledge of Windows OS, Microsoft 365, networking, and system administration.
• Experience with municipal or government IT systems is a plus.

Knowledge, Skills & Abilities

• Familiarity with cybersecurity best practices and compliance standards
• Excellent problem-solving, communication, and customer service skills
• Ability to work independently and manage multiple priorities

Health, Dental, and Vision Insurance:

• Completed Calendar Years of Paid Vacation
  Of Employment Awarded on January 1st
  0-1 Year Proration of 10 days (80 hours)
  1 year 10 days
  2-4 years 15 days (120 hours)
  5-9 years 20 days (160 hours)
  10-15 23 days (184 hours)
  16+ years 25 days (200 hours)

• Wisconsin Retirement System: WRS contribution rates are set annually by WRS, employee and employer contributions to this plan are required. 2025 rates are as follows:
  • General Employees: 6.95% Employer Contribution, 6.95% Employee Contribution
  • Protective Employees: 14.95% Employer Contribution; 6.95% Employee Contribution
• Deferred Compensation: Village of Caledonia currently makes available to its employees, on a voluntary basis, participation in a deferred compensation plan. Under this plan, each employee may, on a tax-deferred basis, contribute up to 15% (with a maximum annual contribution established by the IRS) of gross earnings. Village provides no contributions to this plan.