SUMMARY

Incumbents in this classification are responsible for providing on-site and remote technical support for personal computer users. Provides 24/7 support for all hardware and software problems. Work is to be performed with limited supervision.The IT Support Specialist is the first level of a two-tiered Information Technology Support staff.

DUTIES

(The following duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Some duties may crossover to Tier II Support duties. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties):

Provide deskside and remote support to end users, being the first point of contact for fault correction and resolution of requests.

Install and configure hardware and software components to ensure usability, including (but not limited to) operating systems, computers, tablets, mobile phones, peripheral devices, software applications, wireless networks and accessories (printers, keyboards, scanners, monitors and/or other related equipment, etc.).

Install and configure hardware and software components to ensure usability.

Maintain records of computers and assigned users and maintains records of customer service call and service (Manage Engine ServiceDeskPlus Help Desk ticketing system), documenting, updating, and closing requests according to defined service level requirements.

Manage technical documentation.

Monitor and maintain applicable inventory, processes incoming items, and prepare items for transfer and set up at applicable internal locations.

Perform administrative tasks related to computer operations which may include maintaining user profiles, setting up and resetting user names and passwords, locking/unlocking accounts, and/or other related activities.

Perform tests and evaluations on new software and hardware.

Repair or replace damaged hardware.

Train end users on processes and procedures of computer usage.

Troubleshoot hardware, software, and connectivity issues (escalating to next tier Support, Operations, or Applications/Development teams, if necessary).

Upgrade systems to ensure software compatibility on all computers.

Establish good relationships with all departments and colleagues.

Perform other duties as deemed necessary by management.

MINIMUM QUALIFICATIONS

High School Diploma or G.E.D. supplemented by two years of previous experience involving computer software user support and customer service or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

LICENSING AND CERTIFICATIONS

Valid Driver's License

CompTIA A Certification (Preferred but not required)

KNOWLEDGE AND SKILLS

Knowledge of personal computer hardware and software, applicable operating systems, networking principles, network design and operation principles and concepts, technology security models, basic computer networking principles, telecommunications equipment and customer service principles.

Skill in providing customer service, configuration, installation, testing and troubleshooting of PCs and applicable hardware & software, wireless telecommunication devices and wireless networks, communication, and reading and interpreting technical manuals and communication and interpersonal skills as applied to interaction with coworkers, management, etc. sufficient to exchange or convey information and to receive work direction.

PHYSICAL DEMANDS

Positions in this class typically require stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, seeing, and repetitive motions.

WORK ENVIRONMENT

Heavy Work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently and/or up to 20 pounds of force constantly to move objects. Incumbents may be subjected to exposure of electrical currents.

SPECIAL REQUIREMENTS

NONE