IT Specialist (63216)

Serves as the primary Tier 1 support personnel on-site to review and complete all center-based IT support tickets in Zendesk., o Provides technical assistance in strict accordance with the Us Department of Labor, Job Corps Center, Job Corps Data Center and Adams and Associates, Inc. Corporate IT Standard Operating Procedures (SOPs). o Follows all integrity guidelines and procedures and ensures no manipulation of student data. o Completes assigned work tasks, both corrective and preventative, as directed by the IT Manager. o Is the primary IT staff responsible for resolving Tier 1 IT support tickets in Zendesk. Tier 1 personnel respond to requests for basic customer support issues, account creations, password resets, etc. If no solution is available, Tier 1 personnel escalate to Tier 2 which is the on-site IT Specialist. o Provides superior customer service at all times in a fast-paced work environment. o Coordinates with Center Property Officer and Property Custodians to ensure management and control of Centers technology equipment. o Compiles accurate and thorough summary information for management reports as required. o Responds in a timely manner to Corporate IT requests. o Produces quality work/assignments in a thorough, timely and accurate manner. o Maintains appropriate personal attendance, accountability and work productivity standards o Plans, prioritizes and organizes assignments to meet established goals and deadlines. o Understands and applies job knowledge to effectively complete all required job responsibilities. Proactively maintains the skills required to perform job duties. o Mentors, monitors and models the Career Success Standards as required by the PRH. o Shows respect and courtesy to students and holds them accountable for their actions and behavior. o Provides quality services for students and ensures that quality is maintained and student needs are met. Pursues improvement and enhancement of requisite services. o Exchanges ideas and information, both orally and in writing, in a clear and concise manner and contributes meaningfully to group efforts by offering relevant ideas and knowledge. Provides quality and timely information to DOL/Company when and if requested. o Effectively articulates thoughts and ideas. Identifies problems, analyzes causes and evaluates appropriate solutions prior to taking or recommending actions. Follows up to ensure prompt/appropriate action and that problems are in fact corrected. o Works in partnership with staff from all Departments to ensure effective supervision and services are provided to students. o Accepts direction and supervision from the Center Director/Center Duty Officer/Shift Manager to include assignments to temporarily perform job responsibilities of other departments and positions. o Other duties as assigned.

High School Diploma or equivalent required. A strong working knowledge of computer systems, hardware and software. One to two years direct experience working with Windows 10, MS Office, Networking and TCP/IP Connectivity preferred. Citrix and Cisco VoIP experience a plus. Good problem solving, analytical and team- working skills. Excellent communication and interpersonal skills. Physical requirements include sitting, standing, climbing, walking, lifting, pulling and/or pushing, carrying, reaching, stooping and crouching. Demonstrates the ability to lift 40 pounds and/or the ability to assess the lift load in order to ask for necessary assistance.