JOB DESCRIPTION
Working Job Title: IT Support Specialist Division: Information Technology
Job Summary:
The role of the IT Support Specialist is to assist customers who are experiencing any procedural or operating difficulty with the use of DECAL equipment, program specific applications and methods, industry standard IT applications, products, or services. The IT Support specialist will work in a team that consist of multiple tiers of specialist who work on all facets of our customer's computer systems.
Essential Duties and Responsibilities:
Includes the following. Other duties may be assigned.
+--------------------------------------+--------------------------------------+ | 1 | Provides technical assistance and | | | support for incoming queries and | | | issues related to agency computer | | | systems, software (e.g. Windows | | | 7-10, Office Suite, various | | | browsers), and hardware from users. | | | Provides assistance in person, over | | | the phone, by remote control, | | | walk-ins, and desk side. Assist | | | users with information security and | | | privacy questions, provides | | | direction for correct course of | | | action. Supports and responds to 750 | | | user’s problems and 3000 devices in | | | a timely fashion, demonstrating | | | courtesy and respect with customers | | | to ensure complete problem | | | resolution and satisfaction through | | | appropriate follow-up. Tracks all | | | user incidents in the agency | | | tracking system. | +--------------------------------------+--------------------------------------+ | 2 | Distributes and reviews user | | | equipment as required, updates | | | inventory asset management systems | | | with assigned equipment. Ensures | | | equipment is clean, up to date and | | | operational. Provides installation | | | and assistance for laptops, | | | desktops, printers, scanners, cell | | | phones, air cards, and other | | | assigned peripherals. | +--------------------------------------+--------------------------------------+ | 3 | Troubleshoots desktop and network | | | printing problems for various vendor | | | printing devices. Resolves issues | | | submitted from the IT Support | | | Telecom admin; escalates issues to | | | the Systems Administrator when | | | necessary. Places support calls | | | through online problem tracking | | | system for each vendor’s | | | printers/copiers to include HP, | | | Dell, Canon, Gordon, Verizon, | | | Lenovo, and others. Tracks | | | problems in tracking system, | | | ensuring vendor support and follows | | | through until problem is rectified. | +--------------------------------------+--------------------------------------+ | 4 | Understanding and operational | | | knowledge of Windows Operating | | | Systems and applications, security | | | software, Microsoft Office | | | applications, various browsers, Go | | | To Meeting, and agency applications. | +--------------------------------------+--------------------------------------+ | 5 | Provides assistance to users on | | | various vendor wireless networks. | | | Understanding of home wireless | | | networks and router setups. Supports | | | telecommunication devices and | | | services. | +--------------------------------------+--------------------------------------+ | 6 | Image systems with proper OS and | | | application build on desktop and | | | laptop computers. Support agency | | | proprietary client and web | | | applications in use by agency | | | programs. | +--------------------------------------+--------------------------------------+ | 7 | Must be able to multi-task, | | | prioritize problems, and manage time | | | to ensure timely resolution of | | | responsibilities. The individual | | | will work in a team environment and | | | has responsibility for IT support | | | tickets and demonstrates an ability | | | to communicate with agency personnel | | | beyond providing and receiving | | | instructions. Can coincide with | | | other co-workers or peers without | | | exhibiting behavioral extremes. | | | Performs work activities requiring | | | negotiating, instructing, | | | persuading, or speaking to others; | | | and respond appropriately to | | | constructive criticism from a | | | supervisor. The ability to perform | | | work unsupervised, make certain | | | decisions independently and | | | understand appropriate timing to | | | escalate problems. | | | | | | Distributes user requests to other | | | IT support specialist when high call | | | volume or work is at peak levels. | | | This position occasionally requires | | | evening and weekend work. | | | | | | Must be able to lift 40 pounds. | +--------------------------------------+--------------------------------------+
TECHNICAL COMPETENCIES:
+--------------------------------------------------------------------------+ | Knowledge of TCP/IP, wireless communications, LAN Speeds and general | | problems, Good knowledge of DHCP, DNS, and WINS. Microsoft Operating | | Systems, Office Applications, and browsers. Understanding functionality | | of laptops, desktops, printers, and scanners. | +--------------------------------------------------------------------------+
ENTRY QUALIFICATIONS:
+--------------------------------------------------------------------------+ | High School Diploma or GED and Six months’ experience as an IT support | | specialist. | | | | Analytical and problem-solving skills. | | | | The position requires experience in hardware, software, and networking | | troubleshooting. | | | | Customer service training and/or experience are beneficial and highly | | desirable. | | | | Must maintain confidentiality. | | | | Ability to meet deadlines. | | | | Excellent written and verbal communications. | +--------------------------------------------------------------------------+
PREFERRED QUALIFICATIONS
+--------------------------------------------------------------------------+ | Associate Degree from an accredited college/university in Information | | Systems or equivalent field and 2 years’ experience as an IT support | | specialist. Strong aptitude in OS repairs, spy ware and virus removal, | | hardware, upgrades and troubleshooting. | | | | Knowledge of Active Directory and Microsoft OS system repair and | | operations; service configurations; registry operations, updates, | | modifications; scripting language and automation. | +--------------------------------------------------------------------------+
Required Skills Required Experience