The IT Support Specialist will assist customers who are experiencing any procedural or operating difficulty with the use of DECAL equipment and industry standard IT applications, products, or services. Complex and/or high priority problems are escalated to our lead or specialized support groups for resolution when needed, but the IT Support Specialist is responsible to ensure that an effective solution is provided to the user.
Essential Duties and Responsibilities:
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 2400 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.
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.
Troubleshoots desktop and network printing problems for various vendor printing devices. 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.
Understanding and operational knowledge of Windows Operating Systems and applications, security software, Microsoft Office applications, various browsers, Go To Meeting, Skype and agency applications.
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.
May be asked to train users on use of IT hardware and software (e.g.: laptops, portable printers, login, GroupWise Email, etc.). Create user support documentation and instructions for users.
Provides assistance to users on various vendor wireless networks. Understanding of home wireless networks and router setups. Supports telecommunication devices and services.
Supports all special programmed features of users’ phones (e.g. Hunt Groups, Call Centers, and Port Forwarding). Manage relations and all user voicemail accounts with and through GA Voicemail.
Managing day to day delivery of Services (VOIP, ACD, Carrier Network, Technology partners) to ensure adherence to defined service levels. Knowledge of AirWatch or Intune or similar MDM tool to setup phones or support user’s smart phone problems.
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.
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. Working with VPN technologies, Working with Mobile Hotspots and cellular devices. Working with a remote workforce
High School Diploma and 3 years’ experience as an IT support specialist.
Outstanding analytical and problem-solving skills.
Knowledge of methodology to run computer systems and to troubleshoot computer equipment malfunctions.
Must maintain confidentiality.
Ability to meet deadlines.
Excellent written and verbal communications.
Associate or bachelor’s degree from an accredited college/university in Information Systems or equivalent field and 3 years’ experience as an IT support specialist or 4+ years’ experience overall. 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. Understanding OCR Applications.
Experience with AirWatch System or Mobile Device Management (MDM). Highly desired. 1 Years
Knowledgeable in iPhone and Android operating systems and related software/apps. Highly desired. 1 Years
Proficient in Microsoft Office. Highly desired. 2 Years
Bachelor of Science with a major in Information Technology or equivalent on-the-job experience. Desired
Help Desk Experience is required. Required. 1 Years