IT Support Specialist

About the role

The IT Support Specialist covers planning and delivery of customer support services including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking databases; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

Responsibilities

• Performs analytical, technical, and administrative work in the planning and installation of new and existing agency devices and workstations
• Diagnoses and resolves problems in response to customer reported incidents
• Confers with end users to determine types of hardware and software required
• Installs new hardware and software and maintains existing components
• Trains end users in the use of equipment and software
• Performs general maintenance tasks
• Troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization
• Prepares progress reports for all work performed
• Evaluates products for compatibility, expandability, and ease of use and support
• Recommends to management the support or nonsupport of evaluated products

Qualifications

• Associate's Degree (AA) or equivalent from a two-year college or technical school, or six months to one year related experience and/or training, or equivalent combination of education and experience
• Computer skills required:
  • Accounting Software
  • Contract Management Systems
  • Development Software
  • Human Resource Systems
  • Inventory Software
  • Microsoft Office
  • Payroll Systems
  • Project Management Software
• Other skills required:
  • Knowledge of Networking (CompTIA N+ equivalency)
  • Knowledge of Computer Hardware (CompTIA A+ equivalency)