Job Description
Summary/Objective
The IT Support Specialist will provide day-to-day technical support to both internal and external client’s systems, software and hardware installs, configures and troubleshoots laptops, workstations, servers, mobile devices, and networks. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as liaison between customers, departments, and within the organization for problem resolution. Ensures that problems are resolved in an accurate and timely manner or are passed to specialists for advanced problem diagnosis. Utilizes technical expertise for moderately complex aspects of major system components used to support the business. This is the ideal working environment for a self-motivated individual who likes challenges, variety, and helping customers.
Primary Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Provide basic laptop/mobile support (Windows, Mac, Linux, Apple, Android).
• Provide basic software support for all agency specific applications and others, including Microsoft Office365, Google Apps, and other business applications.
• Provide problem diagnosis and resolution for basic software, hardware, and network issues, equipment setup
• Recognize when to escalate unresolved issues to advanced support staff and provide seamless handoffs
• LAN support, networked printer support, basic internal network/server troubleshooting, configure wireless settings/patching.
• Monitor system performance and report anomalies.
• Offer users step-by-step solutions and provide clear instructions on software and hardware usage
• Receive, log, manage, refer or resolve incident tickets within the prescribed processes and SLAs (Service Level Agreements).
• Provide support for software and application installation and upgrades.
• Identify, communicate, and eliminate trends related to technology incidents.
• Maintain confidentiality about the information being processed, stored, or accessed by the end-users on the network.
• Demonstrate the ability to work independently and prioritize multiple competing tasks.
• Attend training sessions and stay updated with system information, changes, and updates.
• Other duties as assigned.
Skills, Knowledge, and Abilities:
• Ability to interact and manage multiple customer environments daily, strong multi-tasking, and time management skills required.
• Effective problem-solving & critical thinking skills to identify problems and recommend solutions.
• Display strong initiative and follow-through skills.
• Exceptional communication and interpersonal skills.
• Ability to communicate technical information to non-technical personnel.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.
Required Education and Experience
• High school diploma or equivalent; Associate degree in IT or related field is a plus.
• Familiarity with common operating systems and software applications.
• Ability to diagnose and resolve basic technical issues.
• Strong interpersonal skills with a customer-centric attitude.
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk, ServiceNow).
• Ability to work in a team and adapt to changing situations.
• Minimum 1 year work experience in a technical role
• Experience supporting Windows
Supervisory Responsibility
This position does not have supervisory responsibilities.
Work Environment
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderately quiet. The work environment is primarily indoors. This job operates in a combination of a remote work setting and in a professional office environment as needed. This is a high growth, fast-paced organization. The ability to be productive and successful in an intense work environment is critical.
Position Type/Expected Hours of Work:
This is a full-time position, and hours of work and days are Monday through Friday, during business hours. Evening and weekend work may be required as job duties demand, including meetings with stakeholders.
Physical Demands
The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to frequently stand, bend, walk, and reach with hands and arms. Normal, corrective vision range; ability to see color and to distinguish letters, numbers, and symbols. Occasionally lift and move up to 50 pounds.
Travel
Travel is rare, but primarily local during the business day, although some out-of-the-area and overnight travel may be expected on occasion.
Additional Eligibility Qualifications
None required for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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