IT Support Specialist I

Mission Statement

The Children’s Network of Hillsborough Florida is committed to working with the community to protect children and preserve families.

General Purpose of Job

To assist the Information Technology Department in support of the System of Care infrastructure for the Children's Network of Hillsborough Florida. The Information Technology Professional I primary responsibilities include 1st and 2nd level direct end-user support for computer and networking hardware, off-the-shelf standardized software systems and other business applications. This support is provided both remotely and in person, depending upon the location being supported. Associated duties include support for IT inventory and building maintenance.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

• Provides 1st Level end-user support and troubleshoots hardware problems pertaining to workstations, networking hardware, and other computer peripherals on the LAN and WAN
• Provides 1st Level end-user support and troubleshoots software problems for all operating system and software applications, as well as a variety of other software utilities and specialized systems
• Installs, configures, and upgrades both hardware and software on workstations and peripherals
• Identifies, researches, and resolves technical problems. Responds to telephone calls, emails, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution
• Assists in setting up and maintaining IT-related items in company offices throughout Hillsborough Florida.
• Provides operational support for maintenance of infrastructure items that affect and involve IT such as phone systems, alarm systems, cabling, internet connectivity, and copier/printer/fax systems Maintains and organizes physical space owned by IT
• Manages IT physical inventory
• Other collateral duties, as assigned by management.

Working Hours

CNHC’s believes in work life balance for all employees. This is an in-office position, Monday-Friday from 8:00am to 5:00pm averaging forty (40) hours per week. Working hours may vary based on business needs. On occasion, nights and weekends will be part of the work schedule for special projects.

Travel

Travel in and outside of Circuit 13 (Hillsborough) is required.

Training

All employees must complete fifteen (15) hours of on-line or classroom Training on an annual basis. If the employee is a Certified Child Welfare Professional, Training hours must total twenty (20) annually.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Education and experience

• Two-years equivalent work experience required.
• Microsoft or other certifications relating to Information Technology support
• Completion of CompTIA A certification
• Ability to work effectively as part of a team.

Skills and Abilities

Experienced IT Support Specialist with a strong technical background in troubleshooting hardware, software, and network issues across Windows and various environments. Proficient in remote support tools, ticketing systems (e.g., ServiceNow, Zendesk), and Microsoft 365 administration. Skilled at diagnosing and resolving end-user issues with efficiency and professionalism, ensuring minimal downtime and maximum productivity. Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users. Adaptable, solutions-focused, and committed to continuous learning in a fast-paced tech environment.

Pre-employment Requirements

Certificates, License, Registrations, backgrounds, drug screens, Etc.

• Valid driver’s license, and clean driver’s license check required, with proof of insurance
• No special certification or registration is required for this position
• Criminal background screening (fingerprinting) (Local Law Enforcement and FBI/FDLE)
• Drug Screening is a requirement
• Children’s Network participates in E-Verify

Other Requirements

Language Skills

Strong written and verbal communication skills. Proficient in technical documentation, end-user training, and support communication. Able to clearly translate complex technical information into accessible language for diverse audiences.

Mathematical Skills

Strong analytical and mathematical reasoning skills used in diagnosing technical issues, interpreting data logs, and understanding system metrics. Proficient in basic arithmetic, algebra, and logical problem-solving to support system troubleshooting, software configurations, and hardware diagnostics. Capable of identifying patterns, calculating resource usage, and optimizing system performance through quantitative analysis.

Reasoning Ability

Exceptional critical thinking and problem-solving skills with the ability to assess complex technical issues, identify root causes, and implement effective solutions under pressure. Capable of applying logical reasoning to troubleshoot systems, prioritize tasks, and make sound decisions in dynamic environments. Adept at recognizing patterns, anticipating potential issues, and adapting quickly to evolving technologies and user needs.

Physical Demands

Able to perform tasks that require moderate physical activity, including lifting and transporting computer equipment (up to 50 lbs), crawling under desks, standing for extended periods, and working in tight or awkward spaces when setting up or repairing hardware. Requires visual acuity for screen work and manual dexterity for handling small components and tools. Capable of maintaining focus and accuracy during extended periods of technical troubleshooting. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

Work Environment

This is an in-office-based position focused on administrative work, where the noise level may be moderate. This role may involve occasional travel among agency locations, extended periods of computer work, and frequent interactions across multiple departments. Reasonable

accommodation may be made to enable individuals with disabilities to perform the essential job functions.

ADA: Children’s Network of Hillsborough Florida, LLC will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO: Children’s Network of Hillsborough Florida, LLC does not discriminate based on race, national origin, gender, religion, veteran status, or disability in employment, in provision of services, or in access to programs.

Children’s Network of Hillsborough Florida, LLC is a Drug-Free Workplace.

Remember: If you are currently an employee of Children’s Network of Hillsborough Florida, LLC, or one of our Case Management Organizations, it is necessary that you notify your current Supervisor, prior to applying.