Job Summary
The Technical Support Specialist will support the user community by maintaining accurate Information Systems. The incumbent will support the user community with resolving service desk support calls, providing desk side support and supporting complex enterprise support tools, and computing systems. Additional responsibilities include assisting the System Engineers and System Administrators with testing, monitoring and implementation of new technology, processes, and updates. This level assists with more complex projects and focused assignments.
Duties & Responsibilities:
Half of the responsibility will be Program Support
• Participates in a mission driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.
• Provides general Service Desk phone support and Tier 1-2 desk side support for the organization, including troubleshooting and repairing computer hardware and software, Citrix, and application support.
• Provides support for Azure, Office 365, and various cloud services.
• Provides support for telco systems, such as Avaya IP Office Manager and RightFax Supports Intune Mobile Device Management (MDM) and iPhone deployment/support.
• Identifies, investigates, and resolves production problems involving application systems, storage allocation, device assignments.
• Monitors system alerts and contacts vendor for service as needed.
• Participates in complex project work requiring advance planning of system resources and effective communication across diverse teams.
The other half of the responsibility is Administrative Support
• Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department.
• Performs basic network/system administration, security management and user account management in Active Directory (AD), Microsoft Exchange, Multi-factor authentication (MFA), Pulse Secure, CrowdStrike and Rivest Shamir Adleman (RSA).
• Performs Active Directory administration: disable/unlock accounts, reset passwords, and New Technology File System (NTFS) folder permissions.
Minimum Qualifications:
3 years of experience providing Information Technology (IT) support in an enterprise computing environment required.
3 years of progressive experience in Microsoft Office 365, Windows PC systems, Dell personal computers (PC) and Active Directory required.
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above may also be qualifying.
Preferred Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
- 3 years of experience in supporting executives.
- Licensure / Certifications
Knowledge & Abilities:
- Develop rapport and establish and maintain effective working relationships with leadership and staff and external contacts at all levels and with diverse backgrounds.
- Work independently and exercise sound judgment.
- Communicate clearly and concisely, both orally and in writing.
- Work a flexible schedule; available to participate in evening and weekend events.
- Organize, be analytical, problem-solve and possess project management skills.
- Work in a fast-paced environment and in an efficient manner.
- Manage multiple projects and identify opportunities for internal and external collaboration.
- Motivate and lead multi-program teams and external committees/coalitions.
- Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.
