IT Support Specialist

About the role

Supports all aspects of the agency's computer and network connectivity, hardware, software, and systems maintenance. Resolves computer issues via remote access or direct on-site support.

Responsibilities

• Assist internal staff and provide a high level of customer service and support by responding to help desk requests.
• Assess and resolve all computer-related issues, troubleshoot, and deliver solutions to common hardware and software problems.
• Work with vendor support teams to troubleshoot and resolve issues for agency software needs.
• Monitor and manage the help desk ticket queue, respond to requests in a timely fashion, and log both the problem and resolution in the ticket.
• Set up and troubleshoot network printers, workstations, and internet access.
• Work independently, perform troubleshooting research, and take or recommend appropriate actions with minimal supervision.
• Configure, install, and maintain all agency computers and related equipment such as desktop computers, printers, switches, hubs, network interfaces, and cabling.
• Establish and maintain client connectivity for MS networks and internet access.
• Establish and maintain user access to agency networks and directories.
• Maintain the exchange of data and connectivity between end-users and web-based applications.
• Create and maintain various user accounts, rights, and file access.
• Assist the IT Manager with administrative and other duties of the IT department.
• Perform other duties as assigned.

Supervisory Requirements

None