IT Specialist

　　Summary

　　Title: IT Specialist

　　ID: 5620

　　Department: Information Services

　　Salary Range: N/A

　　Employment Status: Full-time

　　Description

　　POSITION SUMMARY

　　This position is responsible for providing technical support and help desk services to end-users of agency systems, maintaining agency desktop and laptop computers, maintaining agency phone system hardware and assisting in the maintenance of agency networks.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES

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

　　Help Desk Support

　　• Provides first response to agency IT Help Desk. Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

　　• Monitor and respond quickly and effectively to requests received through the IT helpdesk

　　• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

　　• Determines responsible party for tickets received and forward if appropriate

　　• Works with appropriate vendors and generates help desk ticket with vendor if necessary

　　• Documents and follows up on all help desk tickets, both internal and external by utilizing a helpdesk technology system

　　• Provides analysis on IT issues and implement solutions

　　• Provides technical assistance face-to-face, remotely, or via phone to end-users in the use and maintenance of desktop and laptop computers and mobile access devices.

　　• Provides software support to end-users related to accessing EMR (electronic medical record) software, assists with technical issues related to EMR software, assists with internet usage issues related to agency software systems, Microsoft Office program issues and operating system issues. Assists providers with software to enable access to EMR, including evaluation of provider hardware and installation of software.

　　Desktop Support

　　• Administers and provides support with desktop computers, printers, phones, smartphones, software deployment, security updates and patches.

　　• Configures and deploys new end-user hardware, including desktops, laptops, and signature pads, and assists with training as needed.

　　• Maintains a system for user management by assigning users and computers to proper groups in Active Directory

　　• Perform timely hardware and software maintenance, encryption, upgrades, and configurations

　　• Maintain inventory of all equipment, software, and software licenses

　　• Assist with onboarding of new users by managing PC setup and deployment for new employees using standard hardware, images, and software

　　• Supports Security, Protection and anti-virus initiatives and software:

　　Microsoft 365

　　Laptop Encryption

　　Kaspersky

　　Network Hardware & Infrastructure

　　• Assists the IT Manager in monitoring installed systems and supporting network infrastructure and technologies as needed.

　　• Maintains the agency’s Avaya phone system hardware, including providing technical interface with vendor.

　　• Maintains the agency electronic key card system.

　　• Document internal procedures as necessary.

　　Other Duties as Assigned.

　　MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

　　Education:

　　• High School Diploma required

　　• Associates Degree or Technical/Junior College preferred

　　• Bachelor’s degree preferred

　　Experience Required:

　　• 2 years of relevant technical experience

　　• 3+ years of relevant technical experience preferred

　　Required Knowledge:

　　• Knowledge gained through prior employment and training in Microsoft 365, Microsoft Office products, Microsoft Windows 10, help desk ticketing systems, and remote assistance applications

　　• Understanding of Windows Desktop configurations, Microsoft Windows Server experience a plus

　　• Proficient with Windows based PC hardware, backup, and restore technologies

　　Skills/Abilities:

　　• Strong verbal and written communication skills required

　　• Good technical knowledge and able to communicate effectively to understand the problem and explain its solution

　　• The ability to use basic business equipment

　　• Excellent problem solving, strategic planning, multi-tasking, quality focus, and coordination skills

　　• The ability to handle confidential information