GA DDS IT Support Specialist 3

This position is looking for an IT Support Specialist 3

This position is looking for an IT Support Specialist 3 who will maintain business applications and critical infrastructure and provide management and support for additional DDS systems (e.g., Nemo Q/GALA, VRT cameras, A/V, mobile systems).

Duties And Responsibilities

• Triage production incidents and engage with respective partners to restore services and post incident review to prevent future occurrences.
• Maintain cost-efficient, scalable cloud environments for the organization.
• Create cloud-based solutions to facilitate business objectives.
• Design, build, and maintain internal cloud applications for the organization.
• Stay updated on best practices in cloud computing and make improvements to the cloud infrastructure of their company or organization.
• Make hardware and software recommendations for the organization, based on needs of the project and organization.
• Experience in automation and provisioning technologies, such as AWS CLI and Terraform.
• Monitor Service Now ticket queue, respond to tickets in a timely manner and provide follow-up with end users.
• Provide customer support in supporting software, configurations, and business submission processes.
• Look for ways to improve operations within company to digitize common tasks.
• Keep data leakage and downtime to an absolute minimum.
• Assist other members of the IT Infrastructure team.
• Monitor ticket activities and provide escalation when needed.
• Troubleshoot and support PC, laptop (Win 10/11), scanners and local and network printers, google print, chrome boxes and other field system support.
• May act as an administrator or agency subject matter expert for lobby management software or other DDS applications as needed.

Minimum Qualifications

• Bachelor's degree from an accredited college or university in a related field such as computer and information technology, computer science, software engineering AND three years of related experience.
• Associate's/Vocational/Technical degree in a related field such as computer and information technology, computer science, software engineering from an accredited college or university AND five years of related experience.
• One year of experience at the lower-level IT Support Specialist 2 or position equivalent.

Competencies Needed

• 2-3+ years providing IT support and management experience
• Professional certification (e.g. A+, Network+, Cloud+ or equivalent)
• Experience with using ServiceNow
• Ability to present ideas in business-friendly and user-friendly language
• Excellent communication and interpersonal skills are essential
• Must be a result and goal-oriented individual with the persistence and patience necessary to work effectively with a variety of internal and external constituencies
• Must have the ability to detect emerging trends and make recommendations for change
• Experience with installing, maintaining, and troubleshooting of desktop computer hardware, operating systems, and application software in a multi-computer environment
• Display current knowledge of technologies (computer systems, mobile devices, and technology products)
• Experience with resolving TCP/IP network issues
• Experience or the ability to learn how to effectively maintain and support video conferencing, A/V and dash cam software and equipment
• Proven problem-solving skills