General Description:

The Full Time Technology Support Specialist will work 37.5 hours a week and be a critical internal technical resource for colleagues across the organization. The Technology Support Specialist will work with our IT Provider, Tech Impact, Mobile Solution, and other IT vendors to resolve critical equipment and service issues independently or across agencies’ systems. This individual will work closely with the Director of Operations, planning IT strategies, creating policies, and coordinating system implementation. The individual will create an inventory system that tracks, assigns, and monitors all equipment and ensures all devices are current with their software update.

Duties and Responsibilities:

• Resolving IT support requests from employees
• Answering employee questions regarding computer systems & applications
• Gathering and analyzing data to diagnose problems with computer systems.
• Changing configurations, settings, and permissions to resolve technical issues.
• Generating sign-ins for new hires during the onboarding process
• Installing new software and hardware drivers and updating existing ones as needed
• Updating employees on the status of their service requests
• Logging all service requests and updating tickets as needed
• Work with IT vendors to resolve all staff inquiries, requests, and IT issues.
• Support all IT projects and equipment setup.

Qualifications/Requirements:

• Associate / Information System Certification
• High-level knowledge of commonly used software, hardware, and applications Multi-Factor Authentication, Intermedia System-Microsoft Platform, and SharePoint.
• Strong verbal communication skills to gather employee information and explain complex technical concepts in simple language.
• Demonstrated written communication skills to create helpful support logs
• Analytical and problem-solving skills to troubleshoot and diagnose issues
• Time management skills to provide updates and fixes within a promised time frame
• Multitasking skills to assist multiple employees at once
• Handling customer technical support cases through phone and email communication
• Maintain the company website and affiliated pages.
• Evaluating system potential by assessing the compatibility of new programs with existing programs
• Improving existing processes and systems by evaluating objectives and specifications, reviewing proposed changes, and making recommendations
• Maintaining system functionality by testing computer components
• Achieving technical objectives through collecting relevant data, identifying, and evaluating options, and suggesting a course of action
• Preparing reference material for users by drafting operation instructions
• Customer service skills to interact professionally and positively with employees and coworkers

Organizational Accountability & Relationships:

• 
  Reports directly to the Director of Operations
• Perform other duties as assigned.

Physical Demands:

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and move up to 50 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Must be able to travel to attend meetings, training, and vendors.

Work Environment:

The work environment characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.