Information Technology Specialist

Information Technology Specialist I

Salary Range: $59,091 - $91,591

Position Description:

• Responds to Help Desk calls, work orders, or e-mails in a timely, courteous manner;
conducts analysis; performs necessary troubleshooting and ensures efficient resolution of end user problems.

• Interacts with technical and customer support representatives of various vendors and organizations to achieve necessary product warranty performance or obtain additional expertise when researching causes or solutions for specific hardware and software issues.

• Minimizes user down time in the event of a failure by ensuring a working system with access to all necessary applications and data is ready and promptly available to minimize impacts to productivity or customer service.

• Provides maintenance support of IT equipment, including the installation, configuration, updates and repair of workstations, printers, and other peripheral devices.

• Manages equipment lifecycle. Responsible for asset analysis, specification development, procurement, configuration, installation, and disposal.

• Updates or upgrades desktop operating system and application software when required to maintain functionality, compatibility, and security at the workstation level.

• Administers Office 365: User and group management, Licenses, Exchange Online mailbox management, SharePoint Online, etc.

• Assists with the management of user and computer objects in the on premise and Azure Active Directory environments.

• Instructs end user and administers informal training in the proper operation of equipment, software applications, network navigation, saving of data and organization of work as necessary.

• Performs adds/moves/changes to the telephone system and may contact the system service provider to schedule updates, maintenance, or repairs.

• Ensures security measures are maintained on all end points. Monitors computer event logs to proactively detect

• and prevent intrusion, virus, malware, and operating system issues.

• Supports the organization’s cyber security awareness program.

• Resolves user connectivity issues to network resources including printers, drives, e-mail system, Internet access, VPN, and wireless connectivity.

• Supports mobile devices and manages wireless device activations and de-activations.

• Utilizes a computerized maintenance management system (CMMS) to document all work performed including labor, materials, tools, failure reporting, asset specifications/attribution/operating status, asset custodian etc. Maintains the inventory control for all information technology related equipment with an emphasis on accuracy to ensure integrity.

• Informs supervisor and appropriate others concerning work progress, communicating recommendations, and coordinating measures regularly to maximize or improve the efficiency of ongoing departmental and interdepartmental operations, projects, and activities.

• Receives and/or reviews various documents such as network topology diagrams, knowledge base articles, computer hardware and software manuals, software licensing agreements, standard operating procedures, commission policies and departmental goals.

• Prepares and/or processes various documents such as inventory report, surplus equipment report, SOPs, and work order detail report.

• Develops familiarity with the various responsibilities of users throughout the organization to better understand individual needs and the ability of available technology to serve them.

• Interacts and communicates with various groups and individuals such as the Technical Services Manager, department managers, department heads/foremen/supervisors, department employees, vendors, support technicians, IT consultants.

• Operates a variety of office and specialized equipment, including computer, printer, scanner, CD/DVD recorders, USB drives, facsimile device, external disk drive, telephones, wireless access points and adapters, supports the CCTV truck etc.

• Performs emergency or disaster related duties as assigned, possibly including on-call or after-hours services if necessary.

• Audits workstations periodically to ensure installed software is authorized and in compliance with legal licensing agreements and MPW policy.

• Prepares meeting rooms for audio-visual conferencing or training.

• Attends meetings, workshops, and training sessions; reviews publications and audio-visual materials to become and remain current on principles, practices, and new developments in assigned work areas.

• Uses and maintains Powershell scripts to automate business processes.

• Performs related duties as required.

Minimum Requirements:

• Position requires a high school diploma and college coursework in computer technology, computer networking, or related field supplemented by one (1) to two (2) years of experience in Helpdesk support in an environment supporting network clients in the application areas of Office productivity, security, e-mail, telephony, CIS, GIS, CMMS, FIS, SCADA, EDMS, CCTV, LIMS , etc.; or

an equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.

• Must possess or work toward attaining A+ certification, Network+ certification and Security+ certification.

• Position requires strong organizational skills, strong oral/written and electronic communication skills with the ability to communicate in potentially time-sensitive situations, ability to meet daily, weekly, and monthly deadlines; and ability to establish/maintain effective working relationships with all employees, supervisors, and external vendors/agencies.

• Must possess and maintain a valid South Carolina driver’s license

- Mount Pleasant Waterworks is an Equal Opportunity Employer -