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Form of workPosition Summary: Responsible for the installation, repair, maintenance, and support of Agency desktop hardware and software, networking/communications, security solutions and peripheral equipment. Work autonomously and in a team role to provide support and recommend technology solutions.
Essential Accountabilities
- Thorough understanding of Windows 10 and 11 operating systems
- Active Directory Users and Computers: add/delete/modify user and computer objects in accordance with department policies and procedures; understand the relationships between Organizational Units (OUs) and Group Policy.
- Assist/configure/install desktop (or laptop) applications as needed.
- Independently diagnose, repair, and/or recommend resolution for desktop/laptop computers, peripherals and cellular/mobile devices
- Understanding of basic networking and TCP/IP addressing, ability to configure and troubleshoot.
- Assist in ensuring the Agency's computer security procedures are up to date, including folder shares and user permissions, browser security, remote access (VPN), anti-virus and BitLocker software.
- Assist in ensuring the Agency's physical security procedures are followed.
- Ability to configure and troubleshoot mobile devices, including cell phones and tablets.
- Resolve user requests through Help Desk ticketing system and complete tasks in a timely manner; keeping help desk ticketing queue up-to-date; provide system hardware and software support to Agency end-users.
- Evaluate and recommend hardware and software solutions; perform software and hardware installations, configurations, repair and upgrades.
- Assist in giving guidance of procedures and policies to new IT staff; Assist in enforcement of department policies and procedures.
- Maintain IT Infrastructure asset lists and maintenance logs.
- Assist in preparation of user manuals and technical documentation; Provide user instruction and assistance to users at all agency locations.
- Assist in special projects at all agency locations as assigned.
- Provide technical and administrative support for Agency phone systems, voice mail systems and all related equipment.
- Effectively communicate with non-technical persons, both oral and written
- Maintains confidentiality at all times, including HIPAA, PHI/PII protocols.
- Ability to work from/travel to remote locations as needed.
- Maintain/increase industry knowledge and best practices through self-taught and instructor-led training.
- This does not limit the assignment of duties or exclude the performances of other duties, not mentioned, as assigned by supervisor.
Bachelor's degree in related field highly preferred. Minimum of three (3) years prior experience in maintaining IBM compatible computers, Microsoft Windows Operating systems, Microsoft Office Suite, printers and network equipment. Minimum of two (2) year experience working in a technology customer service role (help desk support). Must be able to work both autonomously and in a team environment. Valid Drivers License required.
