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Systems Support Specialist

5 months ago

Nashville, United States National Council of State Housing Agencies (NCSHA) Full time

Find Homeowner Assistance Fund Programs by State: Systems Support Specialist **Systems Support Specialist**

Published on March 2, 2022 **Organization:** Tennessee Housing Development Agency

**APPLICATION DEADLINE IS MONDAY, MARCH 14, 2022 AT 11:59PM**

**Division:** Information Technology

**Reports to:** Endpoint Manager

**Location:** Nashville, TN

**Full-time/Part-time:** Full-time

**Salary Grade:** 32

**Monthly Salary Range Minimum:** $3,710

**FLSA Classification:** Non-exempt (01)

Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons.

**POSITION SUMMARY:** Provides installation and technical support for software, hardware, and remote networks and initial response and resolution for help-desk calls in the organization.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

Essential duties and responsibilities include the following. Other duties may be assigned.

* Provides technical support to the organizations local and remote offices on the use of hardware, software, and network resources.

* Provides first-level response to phone calls and e-mails placed with the Information Technology (IT) Help Desk line; routes problems to other members of the division when appropriate; logs all help desk interactions appropriately; identifies and escalates situations requiring urgent attention.

* Cleans, modifies, and repairs computer hardware including laptops, tablets, monitors, and printers.

* Under the guidance of the Endpoint Manager, creates and maintains a standard software image for all agency-issued laptops, updating drivers and software where necessary.

* Installs and upgrades computers, printers, and other miscellaneous hardware that connects to the organization network.

* Installs and upgrades software on user machines as required, recording procedures and other information where pertinent for custom built or enterprise-level software under the guidance of the Endpoint Manager.

* Assists with supporting and maintaining all agency mobile devices such as tablets and smartphones.

* Prepares instructional manuals and guidelines for using computers, printers, and other agency technologies, both hardware and software.

* May research new applications and software that are requested for compatibility with THDA software and hardware.

* Assists Endpoint Manager in maintaining inventory of all technology equipment and software at all organization locations.

**MINIMUM QUALIFICATIONS**

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

**Education and Experience:**

* Graduation from an accredited two-year college or technical institute with a major in data processing, computer science, or other related field.

* Three years IT helpdesk experience in a multi-network environment.

* A+ certification is a plus.

The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

**Knowledge, Skills, Abilities, and Competencies:**

* Computer literate; knowledge of Microsoft Windows Client Operating Systems, Microsoft Windows based networks; working knowledge of desktop and laptop hardware; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

* Installation experience with multiple software packages.

* Excellent troubleshooting and analytical skills.

* Builds and maintains positive relationships with internal and external constituents.

* Exceptional customer service skills, including the ability to work with both management and non-management employees and to assist customers over the telephone.

* Excellent telephone etiquette.

* Excellent verbal and written communication skills.

* Strong organizational and time management skills; uses time effectively; consistently meets deadlines.

* Documents regularly, thoroughly, accurately, and completely with a high level of detail.

* Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.

**Special Demands:**

The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.

* Current, valid drivers license from domicile state and the ability to drive.

* Occasional day or overnight in-state travel, up to 30% of the time.

* Ability to hear and speak on a telephone.

* Ability to lift heavy equipment up to 50 pounds and occasionally in excess of 50 pounds.

* While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.

* The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.

* Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

* A valid drivers license

* For the past five years, the candidates driving record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations

**BENEFITS:** THDA offers an excellent benefits package: medical, dental, vision, and life insurance options; disability insurance; retirement plans; flexible benefit pre-tax accounts for medical, dependent care, transportation, and parking; annual leave and sick leave that begin accruing after the first month of employment; and 11 paid holidays per year. We also offer work-life balance opportunities through alternative work schedules, flexible schedules, and telecommuting.

EQUAL OPPORTUNITY/EQUAL ACCESS/AFFIRMATIVE ACTION EMPLOYER

APPLICATION MUST BE COMPLETE AND RESUME ATTACHED FOR CONSIDERATION

PLEASE VISIT OUR WEBSITE AT AND FOLLOW THE ONLINE APPLICATION INSTRUCTIONS

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