Specialist, Technology Support

1 week ago

Oshkosh, United States CESA 6 Full time

Description:
**SUMMARY**:
The Information Technology (IT) Support Specialist will provide front-line technical support to internal staff, ensuring smooth operation and resolution of IT-related issues. This role involves handling routine support tasks, troubleshooting hardware and software problems, technology procurement, inventory/software management, and assisting with various IT projects. The IT Support Specialist will report directly to the IT Manager.

**ESSENTIAL FUNCTIONS**:

- Help Desk Management:

- Operate the help desk system, logging, prioritizing, and tracking support requests based on severity and impact.
- Escalate unresolved issues to higher-tier support for the IT Manager as needed.
- Follow up with users to ensure satisfactory resolution of issues.
- Technical Support:

- Proactively investigate, troubleshoot, and mitigate issues affecting multiple users or devices.
- Set up technology for workshops, assist with video conferencing, support all A/V needs, and troubleshoot day-to-day issues.
- Provide both remote and on-site technical support to staff.
- Troubleshoot and repair hardware/software for laptops, Chromebooks, mobile devices, etc.

**User Assistance**:

- Assist users in setting up and configuring agency-supplied technology devices.
- Maintain a strong focus on delivering exceptional customer service.
- System Maintenance:

- Provide Google Administrator support.
- Perform routine maintenance on agency-owned devices.
- Ensure all systems are kept up-to-date with the latest patches and updates.

**Hardware/Software Management**:

- Conduct product research, pricing, and purchase order processing as the IT Manager directs for hardware and software.
- Assist in the setup, deployment, and management of IT hardware.
- Maintain inventory of IT equipment per levels as directed by the IT Manager.
- Coordinate hardware repairs and replacements as needed.
- Collaborate with the Finance Office regarding Technology accounts/billing.

**Network Support**:

- Provide basic network LAN/WAN and Windows Server troubleshooting and administration.
- Assist in setting up and troubleshooting network devices.
- Manage various web and content filtering systems.
- Monitor network performance and report issues to higher-tier support.

**Security and Compliance**:

- Ensure all systems adhere to agency security policies and procedures.
- Assist in maintaining data backups and recovery processes.
- Monitor and respond to security alerts and incidents.

**Documentation**:

- Maintain accurate documentation of support activities, procedures, and configurations.
- Update and manage the knowledge base for common issues and solutions.
- Create and maintain user guides and technical documentation.

**Project Support**:

- Assist with various IT projects as directed by the IT Manager.
- Participate in the deployment of new systems and technologies.
- Provide support for IT-related initiatives and upgrades.
- Customer Service:

- Communicate effectively with users to understand their needs and provide appropriate solutions.
- Maintain a professional and friendly demeanor in all interactions.
- Ensure a high level of customer satisfaction through timely and efficient service.

**Training and Development**:

- Participate in training sessions and professional development opportunities.
- Share knowledge and expertise with team members to enhance overall team performance.

**OTHER FUNCTIONS**:

- Mentor agency interns through the YA program.
- Collaborate on agency technology and incident response plans with the IT Manager and agency leadership
- Perform other duties as assigned.

**Requirements**:
**POSITION QUALIFICATIONS**:
**Experience, Education, and Licensure**:

- A 2-year degree in a technology-related major is preferred.
- Previous experience working in the technology field.
- Prior experience working with school districts or in an educational setting is preferred.
- Experience and exposure to Azure AD and Google Workspace Admin preferred.

**Required Skills and Abilities**:

- Model the core values of the agency.
- Must be motivated to provide an agency A++ service to all employees.
- Exhibit a high degree of confidentiality of sensitive information and process and handle confidential information with discretion.
- Communicate to a diverse audience effectively and timely, verbally and in writing.
- Excellent time management skills, including managing schedules and meeting deadlines.
- Plan, organize, and prioritize work.
- Remain flexible to adapt to changes in the work environment.
- Problem-prevention and problem-solving skills.
- Ability to manage multiple projects simultaneously while paying strict attention to detail and accuracy.
- Work effectively, professionally, and tactfully with agency staff and external clients.
- Ability to set and meet high customer service standards (internal and external).
- Excellent interpersonal skills to facilitate interaction with the workforce.
- Ability to work indepe

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