IT Specialists

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.