The Prosecuting Attorneys’ Council of Georgia is seeking an experienced IT Support Specialist (ITSS) on a contract-to-hire basis to serve as the first point of contact for customers seeking technical assistance. Under general supervision of the Information Technology Director, the ITSS will provide technical support related to; computer systems, hardware and software for the PACGA central office & forty-nine judicial circuits located throughout the state of Georgia. Responsibilities include:

• Log & assign support calls within a help desk ticketing system, follow-up with customers, provide feedback and update ticket status with detailed descriptions from entry to resolution; and properly escalate unresolved issues to the next level of support or appropriate resources
• Use existing support tools to perform remote troubleshooting to resolve customer problems in a timely and accurate fashion
• Assist in updating and testing the PAC standard software configuration on desktops and laptops
• Provide support for user applications such as Microsoft Windows, Office 2016, and Office 365
• Analyze and evaluate issues and make recommendations to reduce future occurrences
• Identify standard hardware needs and coordinate repair and/or replacement on desktops, laptops, notebooks, printers and scanners; work with Dell rep to provide equipment quotes for District Attorney offices to utilize in purchasing decisions
• Track computer assets such as desktops & laptops to include tracking warranty dates for computer refresh in all PAC and District Attorney offices; coordinate with local charity on disposal of surplus equipment
• Assist with office and equipment moves at the Morrow and Downtown Atlanta offices as needed
• Maintain an organized and tidy IT workroom and spare equipment room
• Provide after-hours IT support when scheduled and must be able to travel within the state to provide support onsite in District Attorney offices (occasional travel, less than 10%)

REQUIRED MINIMUM QUALIFICATIONS:      

Associate’s degree in Information Technology or closely related field. Minimum four years of experience in helpdesk support. ALSO, THE CANDIDATE MUST LIVE WITHIN 20 MILES OF OUR OFFICE IN MORROW, GA IN CLAYTON COUNTY.

PREFERRED QUALIFICATIONS:

Previous experience in an IT department for a State of Georgia work unit is highly preferred. Ability to work independently and complete assignments as a member of a team, and provide excellent customer service to internal and external customers. Able to handle multiple tasks simultaneously and demonstrate excellent interpersonal skills. EXCELLENT PROBLEM SOLVING/ANALYTICAL SKILLS AND ATTENTION TO DETAIL IS REQUIRED. Candidate must demonstrate professionalism, enthusiasm and patience for serving customers and must be able to learn new tools and technologies as needed. Ability to lift and move up to 40 pounds is required.

THE PROSECUTING ATTORNEYS’ COUNCIL IS AN EQUAL OPPORTUNITY EMPLOYER.  APPLICANTS SELECTED FOR HIRE WILL BE SUBJECT TO FINGERPRINTING, DETAILED CRIMINAL HISTORY AND DRIVER’S HISTORY BACKGROUND CHECKS AND PRE-EMPLOYMENT DRUG SCREENING.

Required Skills Required Experience