Specialist, Technology Support

Job Type

Full-time

Description

SUMMARY:

The Information Technology (IT) Support Specialist will provide front-line technical support to internal staff, ensuring smooth operation and resolution of IT-related issues. This role involves handling routine support tasks, troubleshooting hardware and software problems, technology procurement, inventory/software management, and assisting with various IT projects. The IT Support Specialist will report directly to the IT Manager.

Essential Functions

• Help Desk Management:
• Operate the help desk system, logging, prioritizing, and tracking support requests based on severity and impact.
• Respond promptly to IT support requests via phone, email, and help desk tickets.
• Escalate unresolved issues to higher-tier support for the IT Manager as needed.
• Follow up with users to ensure satisfactory resolution of issues.
• Technical Support:
• Proactively investigate, troubleshoot, and mitigate issues affecting multiple users or devices.
• Set up technology for workshops, assist with video conferencing, support all A/V needs, and troubleshoot day-to-day issues.
• Provide both remote and on-site technical support to staff.
• Troubleshoot and repair hardware/software for laptops, Chromebooks, mobile devices, etc.
  
  

User Assistance

• Assist users in setting up and configuring agency-supplied technology devices.
• Provide basic training and guidance on hardware, applications, and systems.
• Maintain a strong focus on delivering exceptional customer service.
• System Maintenance:
• Provide Google Administrator support.
• Perform routine maintenance on agency-owned devices.
• Install, configure, and update software applications and operating systems.
• Ensure all systems are kept up-to-date with the latest patches and updates.
  
  

Hardware/Software Management

• Conduct product research, pricing, and purchase order processing as the IT Manager directs for hardware and software.
• Assist in the setup, deployment, and management of IT hardware.
• Set up new hires with technology needs such as email, laptop, and other requested technology specified by human resources.
• Maintain inventory of IT equipment per levels as directed by the IT Manager.
• Coordinate hardware repairs and replacements as needed.
• Collaborate with the Finance Office regarding Technology accounts/billing.
  
  

Network Support

• Provide basic network LAN/WAN and Windows Server troubleshooting and administration.
• Assist in setting up and troubleshooting network devices.
• Manage various web and content filtering systems.
• Monitor network performance and report issues to higher-tier support.
  
  

Security And Compliance

• Ensure all systems adhere to agency security policies and procedures.
• Assist in maintaining data backups and recovery processes.
• Monitor and respond to security alerts and incidents.
  
  

Documentation

• Maintain accurate documentation of support activities, procedures, and configurations.
• Update and manage the knowledge base for common issues and solutions.
• Create and maintain user guides and technical documentation.
  
  

Project Support

• Assist with various IT projects as directed by the IT Manager.
• Participate in the deployment of new systems and technologies.
• Provide support for IT-related initiatives and upgrades.
• Customer Service:
• Communicate effectively with users to understand their needs and provide appropriate solutions.
• Share knowledge with staff, particularly in solving OS and application software problems.
• Maintain a professional and friendly demeanor in all interactions.
• Ensure a high level of customer satisfaction through timely and efficient service.
  
  

Training And Development

• Actively investigate ways to improve essential IT tasks with automation through industry-supported applications
• Participate in training sessions and professional development opportunities.
• Share knowledge and expertise with team members to enhance overall team performance.
  
  

Other Functions

• Mentor agency interns through the YA program.
• Collaborate on agency technology and incident response plans with the IT Manager and agency leadership
• Perform other duties as assigned.
  
  

Requirements

POSITION QUALIFICATIONS:

Experience, Education, And Licensure

• A 2-year degree in a technology-related major is preferred.
• Previous experience working in the technology field.
• Prior experience working with school districts or in an educational setting is preferred.
• Experience and exposure to Azure AD and Google Workspace Admin preferred.
  
  

Required Skills And Abilities

• Model the core values of the agency.
• Must be motivated to provide an agency A service to all employees.
• Exhibit a high degree of confidentiality of sensitive information and process and handle confidential information with discretion.
• Communicate to a diverse audience effectively and timely, verbally and in writing.
• Excellent time management skills, including managing schedules and meeting deadlines.
• Plan, organize, and prioritize work.
• Remain flexible to adapt to changes in the work environment.
• Problem-prevention and problem-solving skills.
• Ability to manage multiple projects simultaneously while paying strict attention to detail and accuracy.
• Work effectively, professionally, and tactfully with agency staff and external clients.
• Ability to set and meet high customer service standards (internal and external).
• Excellent interpersonal skills to facilitate interaction with the workforce.
• Ability to work independently as well as collaborate with diverse work teams.
• Exhibit a professional, businesslike appearance and demeanor.
• Advanced computer skills, including Microsoft Office Suite, Google Suite, and virtual meeting facilitation.
• Professionally represent the agency in interactions with staff, clients, vendors, and the community.
• Facilitate an overall work environment of mutual respect and collaboration.
  
  

Work Environment

WORK ENVIRONMENT / PHYSICAL DEMANDS:

• Ability to work in multiple settings, including in a professional and flexible office or school setting, with or without visual and audible distractions.
• Multi-task in the current location and between multiple issues in multiple locations.
• The position may occasionally require extended hours, including evenings and weekends.
• Travel to multiple work sites and out-of-town travel.
• Ability to work in a fast-paced environment.
• Willing to pursue further training and/or certifications within IT on a yearly basis.
  
  

Physical Demands

• While performing the duties of this position, the employee is required to stand, climb ladders, walk, sit, use hands to handle or feel, and reach with hands and arms.
• Willing to work in air-conditioned environments where networking equipment is located.
• The employee must communicate effectively in writing, in person, via phone, and remotely.
• Employees must drive between agency facilities to provide direct service and consultation.
• The employee needs to lift and carry equipment up to 40 pounds.
• May be asked to work long hours for extended periods during high-demand periods.
  
  

CESA 6 offers great benefits for full time employees such as: Health, Dental and Vision insurance; Wisconsin Retirement System (WRS); Wellness Program; Accident/Critical Illness insurance; Pet insurance; paid vacation and holidays.

View CESA 6 Values here

Contact

Michael Gilbert

mgilbert@cesa6.org

In compliance with the Americans with Disabilities Act, CESA 6 will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and current employees to discuss potential accommodations with the employer.

CESA 6 is an equal opportunity employer and is committed to providing a workplace free from discrimination and harassment. We expect every member of our team do their part to maintain an environment where everyone has the opportunity to feel included, feels respected and receives the dignity they deserve.

Decisions related to hiring, compensating, training, and evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We take responsibility for always striving to create an inclusive environment as a Gallup best places to work employer that makes every employee and candidate feel welcome.

Salary Description

$22-$27