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Form of workIT Specialists
Position Summary:
IT specialists support the agency by installing, configuring, and maintaining databases, servers, and software.
Essential Duties:
Minimum Qualifications:
Salary Range : $54,080 - $59,488
The posted pay scale for this position serves as a general disclosure. Actual pay offered within the range will be dependent on individual factors such as skills, qualifications, and relevant experience.
Position Summary:
IT specialists support the agency by installing, configuring, and maintaining databases, servers, and software.
Essential Duties:
- User Support and Assistance
- Provide courteous and timely responses to all.
- Provide desktop/laptop/tablet support on day-to-day issues involving Windows 10/11, Microsoft Office, Office 365, Anti-Virus/Spyware, and standard/custom applications for a user base covering multiple facilities.
- Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, trouble ticket, and in-person requests for assistance from end-users experiencing problems with hardware, software, networking, desk phones, mobile phones, and all computer-related technologies.
- Assist users in the operation of standard computer equipment and associated software.
- Handle all requests with the highest level of security and discreetness.
- Provide coverage for on-call, after-hours monitoring alerts. Responsibilities during off-hours include the availability to provide after-hour coverage on a periodic basis.
- Document all issues and resolutions in the trouble ticket system. Ensure timely customer follow-up and status reports until the issue is resolved.
- Maintain user accounts in Active Directory, Office 365, and applications.
- Travel required to outlying offices for setup or problem resolution.
- Maintain accurate inventory of equipment.
- Maintain a clean/safe/organized working area.
- Provides direct support to users across the agency including; helping set up hardware or software, diagnosing connectivity or data access problems, answering questions about hardware or software, and helping users access shared drives and devices.
- Maintains information security throughout the agency by monitoring access logs and setting up antivirus programs at workstations.
- Ability to support MS and Google platforms.
- Technical Troubleshooting and Maintenance:
- Ability to logically troubleshoot common workstation support issues, including standard PC Hardware and peripherals, and network connectivity issues.
- Follow approved MOPs (Method Of Procedure) when performing maintenance routines to various hardware platforms (e.g. desktop, laptop, network devices) and software.
- Work with Senior Technology Technician and contracted vendors (e.g. Telecom) for problem resolution and process modification.
- Install, configure, and maintain networks to ensure that the agency's employees can successfully connect to and access business-critical data at all times.
- Configure network security settings and connect peripheral devices, like printers and scanners, used by multiple users.
- Build, maintain, and manage the agency's database architecture so that data is correctly stored and easily accessible.
- Support agency-wide database access by setting up data storage and retrieval protocols, adjusting permissions, and maintaining data security and integrity during migrations, backups, and day-to-day use.
- Communication and Reporting:
- Follow escalation process and provide communication on all escalated issues to management.
- Meet and maintain Service Level Agreements.
- Provide management with constructive feedback to improve work processes.
- May be required to issue communications bulletins to employees
- Participate in special projects such as equipment moves, repair/maintenance of equipment subject to management approval.
- Other duties as assigned.
Minimum Qualifications:
- Proven working experience with hardware and software configuration for servers, networks, computers, and peripheral
- Extensive familiarity with information security practices and procedures to protect organization data from intrusion or corruption.
- Minimum of 3 years of progressive hands on experience working in a corporate IT environment
- Strong troubleshooting, customer service, and organizational skills are essential.
- Certifications such as CompTIA A+, MCP, MCSA, MCSE are desire
- Ability to setup, configure, and maintain user accounts, permissions, and security groups in Active Directory, Office 365, and G-Suite/Google Workspace
- Substantial experience supporting Windows 10/11 Pro environments operating under Windows Active Directory
- Must be able to support Microsoft Office products (Outlook, Word, Excel, and PowerPoint
- Ability to work occasional weekends and provide off-hours alarm coverage as required.
- Ability to work independently and prioritize tasks effectively.
- Excellent verbal and written communication skills
Salary Range : $54,080 - $59,488
The posted pay scale for this position serves as a general disclosure. Actual pay offered within the range will be dependent on individual factors such as skills, qualifications, and relevant experience.
