IT Support Specialist 1

Responsibilities:

• Answers, evaluates, and prioritizes support or assistance requests in the Help Desk tracking system.
• Maintains the Help Desk system with all required information such as hardware, software, users, issues, resolutions, and monthly system reports.
• Communicates with user(s) to collect information about problem(s) and effectively diagnoses and resolves technology-related problems and issues.
• Communicates with users regarding expected or found issues, time to resolution, and proactively trains users, when possible, on how to avoid future similar trouble issues.
• Communicates with IT vendors to request service for defective products or returns/replacements.
• Listens to customers’ needs for new services and provides recommended solutions as well as quotes for purchases to be routed through the proper purchasing systems.
• Installs, removes, and relocates personal computers, software, and peripheral equipment as needed to meet specific application requirements and leased equipment installation/replacement schedules.
• Develops training materials and user manuals for often-used software, hardware, and technology including steps and uses.
• Helps develop and set up IT training classes on-site or recommends external contracted training where required.
• Supports phone system and cell phone requirements and services.

Qualifications:

• High School graduate or GED.
• Two years of college or university or two to four years of related IT work experience.
• Good knowledge of IT systems and support.
• Able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from individuals or groups of managers, users, customers, and the general public.
• Able to do basic math including addition, subtraction, multiplication, and division.
• Able to solve practical problems and deal with a variety of complex issues that may arise.
• Advanced computer knowledge in mainstream hardware and software systems.
• Able to support and work in a fast-paced team environment.
• Bilingual (English/Spanish).