IT Support Specialist

Position Overview

Provides technical support to end users and administers and maintains all technology systems for the agency. The IT Support Specialist regularly interfaces with all levels of personnel across the agency.

• Support and maintain in‑house computer systems, desktops, and peripherals. This includes remote installation, diagnosis, repair, maintenance, and upgrade of hardware, software, and other equipment while ensuring optimal performance and minimal downtime.
• Manage relationships with 3rd party external vendors who monitor our applications and resolve escalated technical issues to meet SLAs. Outside vendors ensure software, hardware, and SaaS platforms are properly integrated, maintained, and supported. Third parties help to support our switches, servers, phone server and Toshiba printer applications.
• Phone service responsibilities include management of VoIP systems, and other phone services at all locations. This includes diagnosing and resolving issues with audio quality, connectivity, call routing, and phone hardware. Train employees on phone features, such as call forwarding, transfer, and conference calls.
• Provides overall maintenance and support of the network to ensure efficient use of the network by the agency.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Monitors the status of the network to ensure that all devices are working properly.
• Sets up new users’ accounts and profiles and deals with password issues.
• Responsible for fixing equipment, including printers and scanners.
• Troubleshoot system and network problems and diagnose and solve hardware/software faults, including virus and malware issues.
• Refers major hardware or software problems or defective products to vendors or technicians for service.
• Manages subscription services which include Microsoft and Bitdefender antivirus for our employees.
• Responsible for computer hardware and software inventory.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Other duties as assigned.

• Associate’s degree in computer science or related field.
• Minimum 5 years’ related experience in technical support.

• Proficient Microsoft Windows Server Operating Systems and with Microsoft Active Directory.
• Excels in troubleshooting and in communication and documentation.
• Configuration/setup of LANs, network switches, and WANs.
• Advanced networking methodologies.
• EDI knowledge.
• Excellent verbal, written and active listening skills.
• Ability to document instructions clearly.
• Excellent organizational & time management skills.
• Excellent reading comprehension skills.
• Ability to independently initiate projects and activities.
• Ability to manage and prioritize multiple tasks.
• Exceptional problem‑solving skills, including a proactive approach to problem solving and the ability to make quick and independent decisions in response to changing conditions.
• Demonstrate appropriate/professional interpersonal skills with agency personnel.
• Proficient with Internet Explorer, Microsoft Excel, Microsoft Outlook, Microsoft Word, and Windows Operating System.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is:

• Exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Work involves sitting most of the time. Walking and standing are required only occasionally.
• Occasionally required to reach with hands and arms.
• Fingering is required regularly for typing and the use of hands in a repetitive motion.
• Regularly required to talk and hear with the ability to exchange and receive detailed information.
• Specific vision abilities required by this job include close…