GENERAL SUMMARY
Reporting to the IT/Operations Project Manager, the IT Support Specialist is responsible for setting up, managing, and troubleshooting agency technology systems and assisting agency staff with technical issues or questions related to agency-issued computer hardware or software devices. Responsibilities include taking phone calls from staff or communicating with them through ticketing system or messaging platforms, helping staff diagnose technical issues over the phone and arranging to install or upgrade hardware or software on their computers.
ESSENTIAL FUNCTIONS:
The IT Support Specialist maintains and improves agency technical systems to ensure all employees have the technology they need to complete their work and to ensure that their technology is functioning optimally. This may include:
COMPETENCIES NEEDED:
Job Knowledge/Technical Knowledge: Demonstrates knowledge of techniques, skills, equipment, procedures, and materials. Applies knowledge to identify issues and internal programs; works to develop additional technical knowledge and skills.
Listening, Understanding, and Responding: Creates effective interactions with others; deals with staff in a direct, open, trusting, and respectful manner. Listens, speaks, and writes clearly and concisely. Keeps manager informed about progress and problems to avoid surprises.
Flexibility: Able to work effectively with various individuals and groups with differing levels of technical skills and adapts approach accordingly.
Goal Setting and Planning: With manager, sets specific, measurable goals that are realistic but challenging; clarifies expectations about what will be done and how it will be done.
QUALIFIED APPLICANTS WILL HAVE: