IT Support Specialist

JOB PURPOSE

This position requires a basic knowledge level of personal computers, printers, networks, Windows operating systems, and the Microsoft Office Suite. The IT Support Specialist (ITSS) must have the ability to communicate and, interact effectively with staff, and support various network environments. The ITSS provides PC and network support with a direct report to the Director of Business Operations and guidance provided by IT contractors l. The ITSS will follow standard procedures and written instructions to accomplish assigned tasks. The ITSS will assist users by answering questions and solving problems in a prompt and supportive fashion. The ITSS will support IT hardware and software products and employee requests across the agency.

This position is required to work in the office and available to travel tri-county.

• Set up, manage distribution, and otherwise support PC hardware, printers, and mobile devices.
• Provide level 1 helpdesk support.
• Provide boots on the ground, local eyes, and ears working in collaboration with existing third-party support contractors.
• Assist with the purchase and maintenance of hardware inventory including management of hardware lifecycle to include scheduled decommissioning.
• Follow established procedures to comply with accounting requirements for the acquisition and distribution of assets.
• Respond to requests for service made through the Arc's Help Desk, troubleshooting identified user issues, maintaining ticket status with affected users, and collaborating with the contractor team to resolve identified issues most quickly (e.g., onboarding and offboarding new agency employees).
• Provide consistent reports to agency management regarding overall activity through the Help Desk.
• Maintains documentation on the IT environment.
• Collaborates with HR department for workforce IT training.
• Serves as an ambassador for the IT within the organization.
• Supports the agency’s cybersecurity posture by adhering to established security policies.
• Other duties as appropriately assigned.

• Associate degree or Certificate in Computer Sciences with 1 years of experience or 2 years of related work experience in lieu of degree;
• 1 years of Level 1 Helpdesk experience or equivalent.
• Experience with Windows 10 and Microsoft Office applications.
• Experience in basic network troubleshooting.
• Ability to determine IT needs and train end-users.
• Effective communication and organizational skills.
• Genuinely helpful attitude and friendly demeanor.
• A training mentality and comfort showing others how to use technology.
• Able to comfortably lift and move boxes of up to fifty pounds.
• Able to navigate tight physical spaces and move furniture short distances in performance of troubleshooting network and power issues.
• Professional appearance with confident phone voice skills.
• Valid driver's license and safe driving record.

• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to establish and maintain working relationships with other employees, people receiving services and the general public in a courteous and professional manner.

AMERICANS WITH DISABILITY SPECIFICATIONS (PHYSICAL DEMANDS)

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit for long periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to fifty pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Usual office working conditions.

WORK ENVIRONMENT

• While performing the duties of this job, the employee is not exposed to weather conditions.
• The noise level in the work environment is usually moderate.
• Usual office working conditions