Information Technology - Technical Support Specialist

Full-Time – 37.5 Hours Per Week / 52 Weeks Per Year 

Grade 14

Monday - Wednesday: 8:00 am to 5:00 pm

Thursday: 8:00 am to 4:30 pm

Friday: 8:00 am to 12:00 pm

The IST Technical Support Specialist serves as the primary onsite, front-line resource for technology support across the Agency, providing direct assistance to staff with hardware, software, and workstation-related issues. This role ensures the effective day-to-day operation of end-user technology in alignment with agency standards and procedures. Working under the direction of the Information Systems Technology Coordinator, the Specialist supports the agency’s hybrid IT service model, collaborating with internal staff and external Managed Services Providers (MSP). The role is responsible for triaging, troubleshooting, documenting, and resolving user issues, and appropriately
escalating network, infrastructure, or cybersecurity-related concerns to the MSP through established processes. The Specialist plays a critical role in maintaining business continuity across approximately 30 sites by ensuring that technology systems, equipment, and connectivity remain operational, secure, and responsive to user needs. Carries out all duties within related regulations and Agency Policies.

Job Summary: The IST Technical Support Specialist serves as the primary onsite, front-line resource for technology support across the Agency, providing direct assistance to staff with hardware, software, and workstation-related issues. This role ensures the effective day-to-day operation of end-user technology in alignment with agency standards and procedures.
Working under the direction of the IST Coordinator, the Specialist supports the agency’s hybrid IT service model, collaborating with internal staff and external Managed Services Providers (MSP). The role is responsible for triaging, troubleshooting, documenting, and resolving user issues, and appropriately escalating network, infrastructure, or cybersecurity-related concerns to the MSP through established processes.
The Specialist plays a critical role in maintaining business continuity across approximately 30 sites by ensuring that technology systems, equipment, and connectivity remain operational, secure, and responsive to user needs. Carries out all duties within related regulations and Agency Policies.

General Job Duties and Responsibilities:
• Provides end user support and Help Desk Operations
• Serves as the primary point of contact for help desk requests via phone, email, and ticketing systems.
• Troubleshoots and resolves hardware, software, and workstation issues for staff across multiple agency locations.
• Performs remote and onsite diagnostics to identify and resolve technical problems.
• Documents all service requests, resolutions, and troubleshooting steps in the agency’s work order/help desk system.
• Maintains and contributes internal knowledge base documentation to improve service efficiency and consistency.
• Provides clear, user-friendly guidance and resources to staff on software applications and technology use.
• Assesses issues and determines when escalation to the IST Coordinator or MSP is required.
• Provides asset & systems support through maintenance of accurate inventory of all IT assets, including hardware, software, and equipment across all agency locations.
• Tracks and ensures equipment lifecycle activities including deployment, relocation, and decommissioning.
• Ensures proper documentation of system configurations and site-specific technology setups.
• Assists with maintaining phone system records, configurations, vendor information, and equipment documentation.
• Supports agency compliance with development and maintenance of technology policies, procedures, and security standards (including HIPAA where applicable).
• Assists in identifying and reporting potential security risks or vulnerabilities.
• Follows established protocols for data protection, security, system access, and incident reporting.
• Maintains professionalism, confidentiality, and adherence to agency policies at all times.

Onsite Technology Support & Maintenance
• Configures, deploys, and maintains desktops, laptops, mobile devices, and related peripherals.
• Performs installation, setup, and testing of workstations and user environments.
• Supports printers, copiers, scanners, and other network-connected or standalone devices.
• Performs light maintenance and troubleshooting of telecommunications equipment and mobile technologies.
• Assists with basic network connectivity troubleshooting under IST Coordinator guidance.
• Travels to agency sites to provide onsite support, installations, and issue resolution.

MSP Coordination & Escalation Support
• Collaborates with the IST Coordinator in coordinating and supporting MSP activities.
• Escalates complex issues related to network infrastructure, security, or advanced system failures to the MSP.
• Gathers and documents detailed information to ensure effective handoff and resolution by external partners.
• Supports onsite implementation of MSP-led initiatives, upgrades, and system changes.
• Assists in validating solutions and testing resolutions following MSP involvement.

Project & Implementation Support
• Assists with agency technology projects including system upgrades, site expansions, relocations, and infrastructure changes.
• Supports physical deployment and setup of equipment during renovations, moves, or new site implementations.
• Coordinates with vendors, contractors, MSP, and internal staff to ensure proper installation and connectivity.
• Participates in testing and validation of new systems, including telecommunications and cloud-based technologies (e.g., VoIP).
• Provides feedback to the IST Coordinator on operational needs and opportunities for improvement.

Job Requirements:
• Must have working knowledge of Windows operating systems, Microsoft 365, and common business software applications.
• Familiarity with basic networking concepts, telecommunications systems, and endpoint support.
• Ability to troubleshoot technical issues both remotely and onsite with strong critical thinking skills.
• Strong customer service orientation with the ability to support users of varying technical skill levels.
• Ability to document processes in multiple ways based on the need and communicate technical information clearly and effectively.
• Ability to work independently while collaborating with internal teams and external MSP partners.
• Have an Understanding of vendor interactions and ability to coordinate with third-party service providers.
• Must have manual dexterity to work with technical equipment and ability to lift 25–60 lbs as needed.
• Valid NYS Driver’s License and access to a vehicle for travel across agency sites.
• Flexibility to work outside normal business hours as needed and participate in on-call rotations.

MINIMUM QUALIFICATIONS:
• Associate’s Degree in Information Technology, Computer Science, or related field; and
• 1–3 years of experience providing technical support and assistance in a professional technology environment; or
• Acceptable and Equivalent combination of education, training, and experience.

Oswego County Opportunities, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, creed, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, marital status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.