Tech Supp Specialist In - Information Technology Division

The primary function of this position is to serve on a team that provides support for all of the District’s software, hardware, business systems, phone system, security and audio/visual technologies. This position provides both remote and client-facing support for all service-related issues. Responsibilities include, but are not limited to, providing technical assistance to end users by answering questions or troubleshooting issues. Documenting interactions with end users and recommending improvements. Responsible for evaluating operational efficiency of different IT systems. Relies on established guidelines and instructions to perform daily job junctions. Works under immediate supervision and reports to their manager., This information is intended to be descriptive of the key responsibilities of the job. The list of essential functions below does not identify all duties performed by any single incumbent in this job. General Responsibilities (Broad responsibilities that are consistent across job families)

• Perform root cause analysis and resolution for issues related to the operation of desktop computer systems, peripherals, networks, and/or software.
• Ensures customer service needs and Service Level Agreements are being met
• Documents all user requests in the ticketing system
• Provides end user technical support for all software, hardware, business systems, phone system, security, and audio/visual related requests
• Installs hardware, software, and appropriate protection tools
• Troubleshoots system performance issues
• Ensures inventory levels are adjusted appropriately
• Possesses a basic knowledge of workstation operating systems, Active Directory, MS Office applications, network, and hardware troubleshooting skill set
• Performs other duties as assigned.

EDUCATION REQUIREMENTS

• Associate’s degree or 1 year of related work experience.
• CompTIA A+; CompTIA Network +; IT Infrastructure Library (ITIL); HDI Customer Service Representative (HDI-CSR) preferred.

WORK EXPERIENCE

• Required: 1+ year of related experience, KNOWLEDGE:
• Microsoft Office Suite
• Basic knowledge of workstation operating systems, Active Directory, network, and hardware troubleshooting

ABILITIES

• Team Player
• Work Independently
• Documentation
• Process cognizant
• Analytical, Must have sufficient mobility to visit property sites that may feature rough terrain and to work outdoors in unfavorable weather conditions. Must be able to sit or stand for extended periods of time with ability to reach, bend and move up/down on steps. Must be able to lift up to 50-pounds. The position requires considerable concentration, creativity, and ability to manage time effectively. The position is subject to stress caused by a changing public environment, mandatory deadlines, and heavy workload. Requires the ability to ask questions that will bring forth the information needed to make sound decisions.

Positions in this class typically require repetitive motions, sitting or standing for prolonged periods of time in an office setting.