Job Summary:

• Under general supervision, provides management information system user support on a continuing basis either by phone or site visit for the Dept.of Early Care & Learning. (DECAL). Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop and conduct training programs for software/hardware users.
• Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone systems, audio/visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.
• Effectively provides user support over the phone, in person, and via remote tools.
• Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
• Assists users with information security and privacy questions; provides directions for the correct action.
• Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment as required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals.
• Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices.
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents.
• This individual will work in a team environment, is responsible for IT support

Qualifications:

• High school diploma or GED AND Six months of education or experience in information security, privacy, system/network administration and support, or application development AND training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.
• Strong knowledge and experience installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems, etc.
• Technical expertise should include Windows 10, MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions, Helpdesk ticketing systems, and Azure.
• Proficiency with imaging laptop computers 20h2, 21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.
• Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC/laptop management via Active Directory, and related software.
• Highly detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills

Skill Matrix

• Education or experience in information security, privacy, system/network administration and support, or application development Required 1 Years
• Installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations. Required 1 Years
• Windows 10, MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions and Azure. Required 1 Years
• Proficiency with imaging laptop computers 20h2, 21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications. Required 1 Years
• Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC Required 1 Years
• Knowledge if Windows PC/laptop management via Active Directory, and related software. Required 1 Years