IT Support Specialist (Infrastructure Specialist 2)

The Ohio Department of Medicaid (ODM) is seeking an IT Support Specialist to provide first-level technical support to end-users. This position will be tasked with troubleshooting hardware and software issues, assisting with file transfers and job scheduling, and managing incoming support calls. As an IT Support Specialist, your responsibilities will include:

• File Transfers:
• Assists users with transferring files, ensuring data integrity and security during transfers.
• Assists with file transfer automation and scheduling.
• Hardware Support:
• Diagnoses and resolves hardware issues (e.g. computers, printers, peripherals).
• Performs hardware installations, upgrades, and replacements.
• Maintains inventory of hardware components and manage warranties.
• Software Support:
• Troubleshoots software-related problems and provides solutions.
• Phone Support:
• Answers incoming support calls and provides first-level assistance.
• Logs and tracks support requests in a ticketing system.
• Escalates complex issues to higher-level support teams when necessary.

• Provides excellent customer service and maintains a professional demeanor.
• Strong communication and interpersonal abilities.
• Problem-solving skills and attention to detail.

• Ability to work in a fast-paced environment., 48 mos. combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating multiple technology domains including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

• Or completion of associate core program in computer science or information systems; 30 mos. combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating multiple technology domains including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

• Or completion of undergraduate core program in computer science or information systems; 24 mos. combined work experience in any combination of the following: installing, monitoring/maintaining, configuring, upgrading, &/or administering/operating multiple technology domains including 12 mos. work experience in the primary technology specified by the agency in the position description & job posting.

• Or equivalent of minimum class qualifications for employment noted above. Note: The official position description on file with the designated agency is to reflect the required, primary technology directly relating to the duties of the position. Only those applicants possessing the experience in the required, primary technology listed in the position description & job posting are to be considered for any vacancies posted. The job posting must list the required technology commensurate with the position in question.

Job Skills: Information Technology

Technical Skills: Operational Support

Professional Skills: Problem Solving, Customer Focus Supplemental Information

On call 24 hours a day, 7 days a week. Required to carry a cellular phone as assigned. Required to work occasional overtime as assigned.

Job duty, knowledge, skill & ability statements at lower level are understood to be able to be performed at any higher level.

Travel required, as needed. Must provide own transportation. Or, in order to operate a state vehicle, you must have a valid driver’s license from state of residence.

Pulled from the full job description

• Loan forgiveness
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance
• Paid holidays, At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:
• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.