POSITION SUMMARY

The IT Support Specialist provides technical assistance for computer hardware, software, and networks, troubleshooting problems for end-users and organizations. The duties include installing and configuring systems, diagnosing issues, performing maintenance, training users, and documenting technical problems and solutions. This role is responsible for keeping technology infrastructure running smoothly to support employee productivity and ensuring data security. This role also manages the administrative tasks related to the IT department.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Minimum High School Diploma and experience serving in a technology helpdesk capacity.
• Minimum of 3-6 years’ experience.
• Proven knowledge and understanding of application systems and computing devices.Familiarity with Office 365 Administration including
• Point.
• Knowledge of VOIP phone system management.
• Strong problem-solving skills.
• Strong customer service and communication skills.
• Strong attention to detail and discretion with confidential information.
• Ability to prioritize tasks and work calmly under pressure.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

YEARS OF EXPERIENCE

3 - 5 years of experience

SKILLS AND COMPETENCIES

Effective and Engaging Communication
General knowledge
MS Office
MS Outlook
Technical knowledge

The essential functions include, but are not limited to the following:

• Serves as primary point of contact for diagnosing and resolving issues with hardware, software, and network connectivity for end-users. Prioritizing requests when necessary.
• Coordinates with Managed Service Provider to ensure that requests are resolved to the end user’s satisfaction.
• Setting up new hardware and installing, configuring, and updating software applications and operating systems.
• In conjunction with the MSP, perform routine maintenance on computer systems and networks to ensure optimal performance and security.
• Develops and maintains relationships with external IT vendors and service providers.
• Organizes training for various systems, software, and best practices.
• Assists with operations to maintain workflow and meet deadlines.
• Asset Management for all equipment, software, and licenses. Ensure that renewal periods are documented and renewals are completed on time.
• Monitors Systems for issues, vulnerabilities, and potential cyber threats to maintain network security.
• Records technical issues, solutions, and system changes in a clear and organized manner.
• Oversees IT security audits, reports, and investigations.
• Establishes efficiency standards, recommends IT infrastructure improvements, and maintains IT Procedures manual.
• Develops and maintains the annual IT administration budget.
• Assists, as assigned by management, with the organization’s disaster response efforts.
• Performs other duties and assumes other responsibilities as assigned..