IT Support Specialist II

Schedule: Part-Time, 20 hours a week

Summary/Objective

The IT Support Specialist II provides day-to-day technical support to internal and external clients’ portable and desktop systems, software, and hardware installs, configures, and troubleshoots laptops, workstations, servers, and networks. Exercises sound judgment within best practices and policies in selecting methods and techniques for obtaining solutions. Acts as a liaison between customers, departments, external vendors, and within the organization for problem resolution. Ensures that all problems are resolved in an accurate and timely manner. Utilizes advanced technical expertise for complex aspects of system components used to support the business. This is the ideal working environment for a self-motivated individual who likes challenges, variety, and helping customers.

Primary Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide laptop/mobile support (Windows, Mac, Linux, Apple, Android).
• Provide software support for all agency specific applications and others, including Microsoft Office365, Google Apps, and other business applications.
• Provide advanced problem diagnosis and resolution, equipment setup/repair.
• Networked printer support, including server-based management.
• Administration work in MDM systems, including the development of deployment solutions and security.
• Configure wireless settings/patching.
• Create documentation for performance/process improvements, including instructions for implementation and troubleshooting.
• Documenting and resolving incident tickets within the prescribed processes and SLAs (Service Level Agreements).
• Performs and oversees software and application installation and upgrades. Identify, communicate, and eliminate trends related to technology incidents.
• Consult with users and department heads for solution development utilizing current or new hardware, software, or system functional specifications.
• Develop relationships with key staff and assist them in leveraging new technologies to enhance service/business functionality.
• Develop and communicate system improvements, shepherd them through change management processes, evaluate their effectiveness, and report results.
• Develops and conducts various training and instruction for system users on operating systems and other applications.
• Maintains confidentiality about the information being processed, stored, or accessed by the end-users on the network.
• Demonstrate the ability to work independently and prioritize multiple competing tasks.
• Other duties as assigned.

Skills, Knowledge, and Abilities:

• Ability to interact and manage multiple customer environments daily, strong multi-tasking, and time management skills required.
• Effective problem-solving & critical thinking skills to identify problems and recommend solutions.
• Display strong initiative and follow-through skills.
• Exceptional communication and interpersonal skills.
• Ability to communicate technical information to non-technical personnel.
• Skill in organizing resources and establishing priorities.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.

Required Education and Experience

• Requires 5-7 years of related work experience.
• Bachelor’s degree, or technical training, or equivalent combination of education and experience.
• Working knowledge of Active Directory and Group Policy.
• Experience supporting Windows 10.
• Ability to install, configure, and maintain personal computers, networks, and related hardware and software.
• Knowledge of computer and network security systems, applications, procedures, and techniques.

Supervisory Responsibility

This position does not have supervisory responsibilities.

Work Environment

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderately quiet. The work environment is primarily indoors. This job operates in a combination of a remote work setting and in a professional office environment as needed. This is a high growth, fast paced organization. The ability to be productive and successful in an intense work environment is critical.

Physical Demands

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is required to frequently stand, bend, walk, and reach with hands and arms. Normal, corrective vision range; ability to see color and to distinguish letters, numbers, and symbols. Occasionally lift and move up to 50 pounds.

Position Type/Expected Hours of Work:

This is a full-time position, and hours of work and days are Monday through Friday, during business hours. Evening and weekend work may be required as job duties demand, including meetings with stakeholders.

Travel

Travel is rare, but primarily local during the business day, although some out-of-the-area and overnight travel may be expected on occasion.

Additional Eligibility Qualifications

None required for this position.

Other

Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.