IT Support Specialist

Position Information

Functional Title: IT Support Specialist

Reports To:  IT Director

Department: Information Technology

FLSA Status:  Non-exempt

Summary

Summary:  The IT Support Specialist is responsible for receiving reports from staff and county officials concerning technology issues through the help desk phone line. The IT Support Specialist is also responsible for maintaining the hardware and infrastructure that support the Secretary of State’s (SOS) computer network. 

Functions

Essential Duties and Responsibilities:  These duties and responsibilities include the following:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, over the phone, through the help desk system, or through email.
• Understand the inner workings of the personal computers (PC and network hardware, printers, scanners, etc.).
• Ensures that PCs and servers can operate required peripherals
• Proficient in the use and maintenance of Windows
• Proficient in the configuration and troubleshooting of peripherals on Windows operating systems
• Transfers images of computers from one computer to another
• Install, maintain, and troubleshoot laptops, desktops, client-side software applications, and printers
• Decommission or provision computers via formatting, imaging, cloning, or other IT-approved methods.

Dimensions

• Navigate Active Directory to maintain computers, users, security, and access privileges
• Assists with resolving technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Analyze customers’ computer problems to diagnose them and determine the cause
• Performs hardware support of Voter Registration system in the counties
• Configures and maintains smartphones for use with SOS network resources
• Research, review, recommend, and implement new or replacement systems, features, and updates to better support our ecosystem and company operations.
• Assists with other projects as necessary
• Knowledge of mscOS is a plus.

Knowledge, Skills and Abilities

Minimum Qualifications

Education/Experience:  High School Diploma or GED is necessary.  Bachelor’s Degree in Information System, Computer Science or related area of study desired.

Language Skills:  Superior written and verbal communication skills are necessary.  The ability to respond to queries or issues from staff, vendors or county officials is required.  Technical writing of checklists is necessary.

Mathematical/Reasoning Skills:  Ability to work with basic mathematical concepts.  Ability to analyze practical problems based on the errors reported by staff.  Ability to analyze issues with a variety of facts and identify the root cause of the issue is necessary.

Work Environment:  The primary duties of this position will be performed in the office environment.  It is subject to moderate noise levels.  Some duties may require the employee to work in the SOS data center.  The employee will be exposed to temperatures that normally range from 65 degrees F to 75 degrees F and the employee will be exposed to loud noise levels.

Physical Demands:  Must be able to lift 50 lbs.

Licenses

Certificates, Licenses, Registrations:  None.