Specialist, Technology Support

Description

SUMMARY:

The Information Technology (IT) Support Specialist will provide front-line technical support to internal staff, ensuring smooth operation and resolution of IT-related issues. This role involves handling routine support tasks, troubleshooting hardware and software problems, technology procurement, inventory/software management, and assisting with various IT projects. The IT Support Specialist will report directly to the IT Manager.

ESSENTIAL FUNCTIONS:

• Help Desk Management:
• Operate the help desk system, logging, prioritizing, and tracking support requests based on severity and impact.
• Respond promptly to IT support requests via phone, email, and help desk tickets.
• Escalate unresolved issues to higher-tier support for the IT Manager as needed.
• Follow up with users to ensure satisfactory resolution of issues.
• Technical Support:
• Proactively investigate, troubleshoot, and mitigate issues affecting multiple users or devices.
• Set up technology for workshops, assist with video conferencing, support all A/V needs, and troubleshoot day-to-day issues. 
• Provide both remote and on-site technical support to staff.
• Troubleshoot and repair hardware/software for laptops, Chromebooks, mobile devices, etc. 

User Assistance:

• Assist users in setting up and configuring agency-supplied technology devices.
• Provide basic training and guidance on hardware, applications, and systems.
• Maintain a strong focus on delivering exceptional customer service.
• System Maintenance:
• Provide Google Administrator support.
• Perform routine maintenance on agency-owned devices.
• Install, configure, and update software applications and operating systems.
• Ensure all systems are kept up-to-date with the latest patches and updates.

Hardware/Software Management:

• Conduct product research, pricing, and purchase order processing as the IT Manager directs for hardware and software.
• Assist in the setup, deployment, and management of IT hardware. 
• Set up new hires with technology needs such as email, laptop, and other requested technology specified by human resources. 
• Maintain inventory of IT equipment per levels as directed by the IT Manager.
• Coordinate hardware repairs and replacements as needed.
• Collaborate with the Finance Office regarding Technology accounts/billing.

Network Support:

• Provide basic network LAN/WAN and Windows Server troubleshooting and administration.
• Assist in setting up and troubleshooting network devices.
• Manage various web and content filtering systems.
• Monitor network performance and report issues to higher-tier support.

Security and Compliance:

• Ensure all systems adhere to agency security policies and procedures.
• Assist in maintaining data backups and recovery processes.
• Monitor and respond to security alerts and incidents.

Documentation:

• Maintain accurate documentation of support activities, procedures, and configurations.
• Update and manage the knowledge base for common issues and solutions.
• Create and maintain user guides and technical documentation.

Project Support:

• Assist with various IT projects as directed by the IT Manager.
• Participate in the deployment of new systems and technologies.
• Provide support for IT-related initiatives and upgrades.
• Customer Service:
• Communicate effectively with users to understand their needs and provide appropriate solutions.
• Share knowledge with staff, particularly in solving OS and application software problems. 
• Maintain a professional and friendly demeanor in all interactions.
• Ensure a high level of customer satisfaction through timely and efficient service.

Training and Development:

• Actively investigate ways to improve essential IT tasks with automation through industry-supported applications 
• Participate in training sessions and professional development opportunities.
• Share knowledge and expertise with team members to enhance overall team performance.

OTHER FUNCTIONS:

• Mentor agency interns through the YA program. 
• Collaborate on agency technology and incident response plans with the IT Manager and agency leadership
• Perform other duties as assigned.

Requirements

POSITION QUALIFICATIONS:

Experience, Education, and Licensure:

• A 2-year degree in a technology-related major is preferred. 
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