Information Services Support Services

Title:                  Information Services Support Specialist

Reports to:      Information Services, Supervisor

Department:   
Information Services

Purpose:  Provide courteous and timely technical assistance and support for inquiries and concerns related to computer systems, software, and hardware. Assist the other members of the IS department with tasks and projects.

Minimum Qualifications:

• High school graduate.
• Minimum of 1 year practical field experience with expertise in different desktop and mobile computer operating environments. Expertise in computer hardware troubleshooting and repair and performing account maintenance in Active Directory.
• Associate’s Degree or equivalent coursework in information systems or relevant field of study.
• CompTIA A Certification
• The ability to obtain and/or maintain a valid driver's license.
• The ability to satisfactorily pass North Georgia EMC’s pre-employment, post-offer drug screen.

Job Functions:

• Diagnose and isolate malfunctioning components, attaches or removes devices as needed by users, load new applications, troubleshoot, and test new software to ensure that the computer network is functioning properly and efficiently and meets the user's needs.
• Facilitate end user training, as necessary.
• Facilitate and oversee implementation of various projects. Provide updates to the Helpdesk Administrator.

• Provide support on systems and devices including applications, printers, scanners, Microsoft Windows, Microsoft Office, Apple iOS, Windows Mobile, Cell device provision and maintenance, and other miscellaneous devices.
• Maintain inventory and records in the Helpdesk system for proper reporting of hardware and software applications.
• Facilitate purchase of hardware inventory, e.g., iPads, computers, printers, etc.
• Occasionally work from a ladder to perform maintenance on or install cameras, access control door controllers, run wires, etc.  
• Assist with disposing of and/or recycling hardware, e.g., UPS unit, server equipment, etc.
• Assist other members of IS department with tasks and projects as needed.
• Provide 24/7 on-call support on a rotating basis.
• Other tasks and duties as assigned.

Core Competencies:

• Strong commitment to service, teamwork, accuracy, and stewardship.
• Excellent oral and written communication skills.
• Excellent interpersonal
  skills for effective interaction with other personnel, as well as both public and private consultants, vendors, etc.
• Ability to reason analytically and relate theoretical concepts to actual needs.
  

Core Values:

• Safety: Continually adheres to regulations and ongoing training to maintain a safe work environment for all.
• Operational Excellence: Works smart and efficiently to provide exceptional reliability and is a sound financial and economic steward. Collaborates to develop the best solutions.
• Engagement and Growth: Takes responsibility for own actions, success and growth. Expresses commitment to work hard, with a positive attitude. Demonstrates good judgement and embraces constructive criticism and challenges. Seeks opportunities to learn and share knowledge.
• Integrity: Honest, respectful, kind and trustworthy. Brings a positive influence and values diversity. Eager to own, apologize and fix mistakes promptly and follow through timely on commitments. Maintains confidentiality.
• Teamwork: Provides assistance, information or other support for the team to build or maintain relationships.
• Customer Commitment: Puts the convenience of the members and internal customers first; asks for and values opinions of those whom they serve. Provides solutions with a sense of urgency and concern while being present, open and empathetic.
• Community Minded: Desires to make a difference in the communities served by NGEMC.
• Change: Constantly seeks opportunities to develop better services and more efficient processes.

Physical Demands:       

All requirements are subject to modification to reasonably accommodate individuals with disabilities (some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees).  Requires physical ability in climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, crawling, pushing, pulling, lifting, the ability to lift small objects with the fingers, grasping, talking, hearing, repetitive operations, and is primarily defined as sedentary work with occasional medium work. Maintain a body weight of less than 275 pounds to safely climb a ladder while carrying necessary tools or equipment. Visual acuity required with administrative machine operation.

Working Conditions:

General office environment with occasional outdoor work/inclement weather conditions. Requires the flexibility to work irregular hours for assignment completion, on-call duty, and the ability to work during emergency situations and availability during inclement weather.