Technical Support Specialist

Department: Information Technology (IT)

FLSA Status Full-time, Exempt

Reports To: Director of IT

Description:

This is a professional position that provides support for information technology (IT) systems of the organization. This position will provide effective and efficient IT services to the organization. The Technical Support Specialist will assist with the maintenance of desktop and server hardware and software and will offer technical support to users and their systems. The position reports to and assists the Director of Information Technology (IT).

Duties:

ESSENTIAL DUTIES

An essential function is a duty or responsibility that is critical or a unique component of the job and is required to be performed with or without reasonable accommodations.

• Manage and maintain the authority's workstations, network devices, and general IT systems.
• Install, configure, and update operating systems, software applications, and hardware.
• Monitor system performance, troubleshoot issues, and implement solutions to ensure optimal performance and uptime.
• Administer server resources including Active Directory, Office 365, and File Sharing
• Perform routine disaster recovery procedures to safeguard data integrity.
• Manage user accounts, permissions, and access controls in accordance with company policies.
• Implement and maintain security measures to protect against unauthorized access, data breaches, and malware threats.
• Collaborate with the IT team and other departments to address technical issues and support business operations.
• Document IT procedures, configurations, and troubleshooting steps for reference and training purposes.
• Help staff improve their station through education and training.
• Provide technical support for Residents through education and training.
• Stay current with emerging technologies and industry trends to recommend improvements and enhancements to the IT infrastructure.
• Audit internal and external processes to improve efficiency.
• Perform related duties and responsibilities as required.

CORE COMPETENCIES

The following personal attributes are considered essential requisites for effective performance of the holder of this position.

• Problem Solving Expertise: Identifying and defining problems/goals including scope and sequence of priorities for attainment; selecting and implementing alternative solution strategies; and supervising resources, constraints, and contingencies.
• Influencing Capabilities: Actions designed to assure the achievement of identified objectives in the area of functional responsibilities; accurate analysis of situations with appropriate related follow-up and supervisory approach responses; effective management of interpersonal behavior and/or conflict; demonstrated high level of adaptability required to effectively manage diverse, changing, and even competing task expectations.
• Positive Thinking & Attitude: Maintains a positive work environment by creating job motivation, remaining enthusiastic about taking challenges, demonstrating an I care attitude, approaching others in a pleasant, happy, upbeat manner, and always finding the positive aspect of a negative situation; ability to resolve conflict in positive ways.
• Communicates Effectively: Presents ideas and influentially through various means; identifies/shares important information in a timely manner; appears knowledgeable and confident in communicating information.
• Work Ethic: Dependable and meets commitments by exhibiting willingness to put in extra hours or extra effort to get the job done; available and presentable for work on a consistent and timely basis.
• Organization: Develops plans to achieve objectives by identifying resources needed, time allocations, and anticipated obstacles; utilizes planning tools and methods for prioritizing, organizing and following through.

  PHYSICAL DEMANDS AND WORKING CONDITIONS

• Work in a corporate office environment.
• Driving a vehicle to conduct work.
• Work Monday Friday; some weekend work and night work based on need.
• Ability to exchange accurate information in person or on the telephone.
• Ability to life objects weighing 50 lbs. or occasionally, more.
• Dexterity of hands and fingers to operate a computer keyboard.
• Contact with dissatisfied or abusive individuals.

ADA STATEMENT

• In compliance with the Americans with Disabilities Act, the Pinellas County Housing Authority will make reasonable accommodations to the known disability of a qualified applicant or employee to enable people with disabilities to enjoy equal employment opportunities, if it would not impose an undue hardship on the operation of the employer’s business.

  
  ETHICS

  As a governmentally funded agency, PCHA is committed to maintaining the highest of ethical standards. Applicants selected for employment are expected to perform work responsibilities with the highest degree of integrity, professionalism and honesty, to merit the respect of co-workers, clients, partners, vendors and the general public. Applicants selected for employment are also expected to serve the public with dedication, concern, courtesy and responsiveness.

  DISCLAIMER

  The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

  This position specification is not an employment agreement or contract. Management has the exclusive right to alter this position specification at any time, without notice.

PCHA is an Equal Opportunity Employer.

Qualifications:

MINIMUM REQUIREMENTS

• A combination of experience and training would likely provide the required knowledge and abilities to qualify.
• Bachelor’s Degree from an accredited college or university in a related field, preferred.
• Four (4) years of experience in an appropriate technical environment.
• Four (4) years of experience with all Microsoft client and server operating systems including Remote Desktop Services, DNS, DHCP, AD, and Office 365.
• Experience with staff/client support and training.
• Florida Class E driver’s license and be insurable by PCHAs liability and fleet insurance carrier.

QUALIFICATION PROCEDURES

Applications will be reviewed for relevant experience, education and training. Applications must be detailed and complete for proper evaluation. Responses to supplemental questions are required if applicable.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Principles and best practices of Information Technology and Telecommunication Technology.
• Commonly-used concepts, practices and procedures.
• Sonicwalls and VPNs
• VOIP and POTS communications
• Thin Clients and device management
• Printing and print servers
• Files storage and file servers
• Disaster recovery
• Maximizing business continuity while reducing human error and limiting external events.
• Pertinent Federal, State and Local laws, codes, and regulations.

Ability to:

• Participate in the development and administration of company goals, objectives, and procedures.
• Analyze problems with the computer systems and develop efficient and effective solutions.
• Monitor computer and communications system performance and achieve effectiveness and efficiency of operation.
• Troubleshoot problems and apply preventative or corrective measures to maintain or restore system integrity.
• Use personal computers and servers in common entity operations and system design.
• Organize and present technical information so that it is understandable to others.
• Assist users in resolving computer system problems.
• Research and evaluate products to determine feasibility of purchase and value to the organization.
• Manage multiple priorities and multiple demands to accomplish tasks in accordance with established requirements.
• Effectively manage work projects.
• Deal with others courteously and effectively.
• Present ideas and information in a clear and concise manner, both orally and in writing.
• Exercise sound judgment in analyzing situations and identifying potential problems and making appropriate recommendations.
• Maintain confidential information and records.
• Comply with the goals and objectives of the organization while adhering to strict government regulations and Sunshine Laws.