IT Support Specialist

Maintaining efficiency and economy in operations management requires flexibility in job assignments. While each employee shall have a primary responsibility for the job in which that employee has been hired or later promoted to, each employee may be expected to perform other jobs from time to time.

 

SUMMARY:

The IT Support Specialist plays a key role on the Service Desk team, providing technical support and hands-on assistance to internal staff across the agency. The IT Support Specialist is responsible for troubleshooting and maintaining desktop computers, printers, ticket office terminals, and other peripheral devices. In addition to resolving technical issues, the IT Support Specialist helps ensure system reliability through regular monitoring and preventative maintenance activities.

 

EXAMPLES OF DUTIES:

 

Essential Functions

• Serves as the initial point of contact for technical support requests via phone, email, and the ticketing system.
• Diagnoses and resolves hardware and software issues related to desktops, laptops (Windows and Mac), printers, VoIP phones, ticket office terminals, and business applications.
• Provides user support for software installations, updates, and basic training.
• Escalates complex or unresolved issues to higher-tier IT teams when necessary.
• Performs routine maintenance and repairs to ensure equipment is fully operational.
• Deploys and configures workstations, peripherals, and office technology for new and existing users.
• Supports the full computer lifecycle, including patching, imaging, software deployment, and decommissioning.
• Conducts regular system health checks and preventative maintenance.
• Manages user and computer accounts within Active Directory Manager and Intune to ensure appropriate access to network systems.
• Maintains accurate records of hardware and software assets and assist with inventory control.
• Provides AV and technical support for public-facing board meetings, ensuring smooth operation of audio/visual systems and prompt resolution of any technical issues.
• Maintains detailed and accurate documentation of all support activities in the Freshservice ticketing system.
• Creates and updates Standard Operating Procedures (SOPs) to reflect the best practices and system changes.
• Generates technical and inventory reports as needed.
• Works closely with IT teams including Service Desk, Network, Operations, and Development to resolve incidents and complete IT projects.
• Attends internal and external meetings to share insights, gather requirements, and provide technical expertise.
• Provides a professional, high-quality customer experience with a focus on effective communication and timely resolution.
• Participates in on-call rotation as required.
• Follows documented procedures and checklists to ensure consistency and compliance with IT standards.

Duties May Include, but are Not Limited to, the Following:

• Performs other duties as assigned.

QUALIFICATIONS:

 

Knowledge, Skills and Abilities

Knowledge of or ability to learn MTS policies, regulations, and union labor agreements; ability to read, understand, and apply MTS policies, regulations, and contracts effectively; ability to write letters, memoranda, and reports using clear, concise, and grammatically correct English; ability to speak effectively in one-on-one or small group settings using tact and diplomacy; ability to coordinate and initiate actions necessary to implement decisions and delegate responsibilities to appropriate personnel; ability to establish and maintain priorities in order to complete assignments by deadlines without detailed supervision; knowledge of the use of enterprise business software to accomplish given tasks; ability to support and administer Microsoft Office 365, OneDrive, and Microsoft Teams; working knowledge of Active Directory account management, Microsoft Intune, Windows 10 and 11, and basic TCP/IP networking; knowledge of IT ticketing systems such as Freshservice; familiarity with Apple hardware and macOS is highly desirable; ability to learn and use other technologies that MTS might adopt or acquire; strong analytical and troubleshooting skills