Information Technology Specialist

IT Support & Troubleshooting Support the IT Service Desk and triage IT issues. Resolve issues related to desktop and laptop PC hardware, desktop software, general application troubleshooting, mobile devices, and various telephone systems. Resolve network and infrastructure issues.

Network & Infrastructure Management Set up, configure, manage, and troubleshoot routers, switches, and wireless access points. Monitor network and computer systems performance.

Asset & Documentation Management Track end-user support activities through the ticketing system. Track all IT assets using the Asset Management system. Document any changes to systems, update training and system documentation, and create new procedures as solutions to issues and problems.

Project Participation & Collaboration Participate in special projects assigned by the Director of Information Technology., In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at .

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

Reasonable accommodations are available to individuals with disabilities during the application and/or interview processes per the Americans with Disabilities Act. Please call for assistance.

Knowledge of hardware and software systems configuration and management Knowledge of IT service management principles and best practices Knowledge of business process analysis and IT solution design Proficiency in Microsoft Office 365 administration and end-user support Technical troubleshooting and diagnostic techniques for hardware, software, and network issues Written and verbal communication skills for technical and non-technical audiences Analytical and problem-solving skills for complex technical challenges Ability to set up, configure, upgrade, manage, and troubleshoot networks, hardware, and software systems Ability to perform hands-on technical installation, configuration, troubleshooting, maintenance, and recovery of critical agency assets Ability to apply information technology solutions to address business problems and operational needs Ability to effectively investigate, analyze, and resolve complex technical issues Ability to work independently and collaboratively in a dynamic technical environment

Required Education and Experience High School Diploma, GED, or equivalent Diploma 5 Years of prior experience in an IT Service Desk and/or Support position.

Additional Considerations

Preferred (Optional) Education and Experience Associate’s or Bachelor’s degree in Information Technology, Computer Science, or other related field of study. MSCE Certification