Information Technology Support Specialist

Description

This specialty covers planning and delivery of customer support services, including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer-reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking databases; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

Responsibilities

• Provide Tier I customer service and technical support to end-users for hardware and software systems.
• Resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.
• Provide guidance and explain policies and procedures to end-users.
• Assist users in obtaining access to systems.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.
• Resolving IT support requests from employees.
• Answering employee questions regarding computer systems.
• Gathering and analyzing data to diagnose problems with computer systems.
• Changing configurations, settings, and permissions to fix computer and hardware issues.
• Generating sign-ins for new hires during the onboarding process.
• Installing new software and hardware drivers and updating existing ones as needed.
• Updating employees on the status of their service requests.
• Logging all service requests and updating tickets as needed.
• Assist with internal IT projects.
• Installation of new IT solutions.
• Assist with setup of new branches into current infrastructure.
• Assist with training of new Bistrack users.
• Assist in testing and implementation of new software and hardware solutions.
• Perform other tasks as needed.

Requirements

Education & Experience

• High School Diploma or equivalent is required.
• 0-2 years’ related experience.
• Experience working under moderate supervision.
• Strong interpersonal communication skills.
• Problem solver and analytical thinker: works constructively to solve problems and learn from mistakes - works proactively to prevent issues from arising; exercises common sense and good judgement.
• Strong organizational skills and orientation to detail.
• Willingness to learn and accommodate changes in I.T. processes.

Work Environment

Work is performed in an office environment. 

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Handling/Gripping - Rarely
• Reaching Outward - Rarely
• Reaching above Shoulder - Rarely
• Climbing - Rarely
• Crawling - Rarely
• Squatting or Kneeling - Rarely
• Bending - Rarely
• Lifting/Carrying - Must be able to lift and move to 20 lbs. using safe lifting techniques 
• Pushing/Pulling - Rarely
• PPE Requirement - Rarely

Work Hours

• Position is full-time. Occasional overtime may be required.