TECHNICAL SUPPORT SPECIALIST II (Job ID 52783)

Location: Concord, NH | Full-time | $25.40–$34.14/hour

About the role

Performs analysis and evaluations of various operating systems and related procedures; resolves and troubleshoots various computer system problems; provides timely customer services to members of the New Hampshire National Guard (NHNG) and the Department of Military Affairs and Veterans Services (DMAVS).

Responsibilities

• Troubleshoots various computer operating systems and program issues; investigates hardware and software problems to locate and correct malfunctions.
• Provides services to develop, implement, and coordinate communications infrastructure.
• Works with the Department of Information Technology and the Department of Defense to bridge operating and communications systems between the State and Federal Governments.
• Provides Help Desk Support to DMAVS employees and members of the NHNG.
• Performs initial set-up and installation of computer hardware and software, including desktop, laptop, or hand-held communications devices.
• Communicates with users to evaluate system performance, recommends alternative hardware, and requisitions needed hardware and software.
• Coordinates the installation of computer hardware and software; conducts tests to ensure systems operate properly.
• Analyzes and evaluates current computer training; prepares, schedules, and conducts updated training on software packages.
• Develops and distributes user directives and manuals; conducts user training on new systems and programs.
• Compiles statistical data on system performance for administrative plans and policy decision-making.
• Assists with the development of strategic communications plans for the NHNG and DMAVS.
• Develops and monitors security procedures to prevent unauthorized system access.
• Provides assistance and coordination for a communications disaster recovery plan for DMAVS.
• Contacts vendors to arrange service calls for IT equipment issues.
• Travels to various DMAVS locations statewide to repair communications equipment or install new hardware.
• Attends DMAVS or statewide agency meetings or training; participates by providing reports and input as requested.

Requirements

• Equivalent combination of 5 years of education and experience after high school in computer science, cyber security, mathematics, or a related field.
• Valid driver’s license.
• Must satisfactorily undergo a State Police records check.
• Must be available to work during mandatory periods due to emergency situations.
• Must be able to travel out-of-state for required training.
• Must obtain a CompTIA Security+ certification within 6 months of hire as a condition of employment.
• Must pass a National Agency Check (NAC) to obtain a Common Access Card (CAC) within 12 months of hire and maintain eligibility for renewal.

Preferred Qualifications

• Experience in customer service with courteous and expedient responses.
• Honorable discharge from the National Guard or other branches of the Armed Forces.
• Experience with DOD Information Management systems, DOD Support/Help Desk, and computer applications.

Benefits

• HMO or POS medical and prescription drug benefits (State-paid portion varies by plan and bargaining unit).
• Dental plan at minimal cost for employees and their families ($500–$1,800 value).
• Flexible Spending Accounts for healthcare and childcare reimbursement.
• State-defined benefit retirement plan (12.87% of pay contributed by the State) and Deferred Compensation 457(b) plan.
• Work/life balance: flexible schedules, paid holidays, and generous leave plan.
• $50,000 state-paid life insurance plus additional low-cost group life insurance.
• Incentive-based Wellness Program (earn up to $500).