Technical Support Specialist

Job Overview:
The IT Support Specialist will primarily focus on assisting field staff with the implementation and support of new technology and devices. This role requires collaboration with staff to explore innovative ways of leveraging technology to enhance daily job functions.

Key Responsibilities:

• Provide agency-specific end-user support, ensuring timely and effective troubleshooting of hardware and software issues.
• Manage and administer desktop and laptop computers, wireless devices, and other related hardware.
• Utilize troubleshooting tools to diagnose and resolve technical problems, escalating complex issues as needed.
• Communicate effectively, both verbally and in writing, with individuals and groups to address technical concerns and provide solutions.
• Support and maintain Microsoft Desktop products, including Windows, SharePoint, MS Office Suite, and MS Teams.
• Document and track help requests using help desk tracking and reporting tools.
• Promote a strong customer service ethos, ensuring a “customer first” attitude in all interactions.
• Provide technical guidance and training to staff, helping them maximize the use of technology for their job functions.

Qualifications and Skills:

• Proficiency in Microsoft Desktop products, including Windows, SharePoint, MS Office Suite, and MS Teams.
• Strong troubleshooting skills for hardware, software, and wireless devices.
• Experience with help desk request tracking and reporting tools.
• Excellent verbal and written communication skills.
• Demonstrated ability to provide high-quality customer service.
• Proven ability to collaborate with teams and innovate with technology in the workplace.

Preferred Experience:

• Previous experience in an IT support role, particularly with field staff or similar settings.
• Familiarity with problem management processes and escalation protocols.

Job Type: Contract

Expected hours: 40 per week

Schedule:

• Monday to Friday

Work Location: In person