looking for IT Support Specialist 4 months contract Role in Atlanta, GA. This position provides technical assistance and support throughout our agency
for issues related to computer systems, hardware, and software by responding to
inquiries, running diagnostics, isolating problems and implementing technical
Skills for IT
Support Specialist :
· Must be
able to lift 40 pounds.
and operational knowledge of Windows Operating Systems and applications,
security software, Microsoft Office applications, various browsers, Go To
Meeting, Skype and agency applications.
of TCP/IP, wireless communications, LAN Speeds and general problems, Good
knowledge of DHCP, DNS, and WINS. Microsoft Operating Systems, Office Applications, and browsers.
functionality of laptops, desktops, printers, and scanners.
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
· 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.
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.
of Active Directory and Microsoft OS system repair and operations; service
configurations; registry operations, updates, modifications; scripting language
and automation. Understanding OCR Applications.
for IT Support Specialist:
· 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.
· 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.
· Tracks all user incidents in the agency tracking
· 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.
· 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
· 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.