IT Support Specialist

12 hours ago

Norristown, Pennsylvania, United States Montgomery County Pennsylvania Full time
Job Summary

This position provides technical support duties for the Information & Technology Solutions Department. The incumbent will be responsible for providing operational support, records management support, and telephony support. Specific duties may include operating County financial application systems to produce checks and ACH advices, delivering output to user departments, and performing software upgrades to County infrastructure hardware under the direction of infrastructure staff.

Key Responsibilities

Provides technical support under the supervision of the Infrastructure Manager or other ITS Management Staff;
Processes special requests;
Completes all relevant training requirements;
Contributes to a positive working environment;
Maintains a complete log of helpdesk call activity in the current tracking software for use by management to monitor issues;
Provides 1st, 2nd, and 3rd level phone and in-person support for all County departments;
Communicates with management, fellow team members, internal customers (users), local, and remote;
Performs the installation, repair, and preventative maintenance of personal computers and related systems;
Diagnoses and corrects a wide range of PC issues;
Assists in determining suitable software to meet user requirements;
Troubleshoots/install/updates software and hardware failures (for both PC and MAC) and identifies network problems when they relate to personal (desktop or laptop) computers and peripherals;
Provides timely resolution of problems or escalation on behalf of the customer to appropriate technical personnel;
Provides ticket status updates to end users, Service Desk, and management as required, including updating ticketing systems (with attention to detail in the documentation and resolution);
Provides technical assistance to a wide range of user technical ability (software/hardware);
Must have working knowledge of Microsoft Active Directory, specifically user account creation, deletion, and rights modification;
Escalates tickets when appropriate and necessary;
Follows through with a ticket to its resolution;
Works successfully on the team with limited supervision;
Contributes to a positive office environment;
Troubleshoots with and explains technical issues to novice users;
Supports and maintains effective relationships with users and other team members;
Develops, documents, and works with management to implement standard operating procedures and customer service guidelines relating to IT support;
Works with 3rd-party vendors for support and resolution;
Experience with Exchange 2016, Office 365 mailboxes, and Azure environment;
Understanding of mobile device applications and installation in a mid-large size environment;
Experience troubleshooting Virtual Private Networks (VPN), Virtual Machines, Multi-Factor Authentication (MFA);
Follows created run/play books and SOPs. Ability to work with management to address concerns and best practices;
Experience with MDM and MAM to secure and regulate County devices as required;
The ability to solve and troubleshoot new technology requests and requirements for a changing environment;
Contributes and maintains knowledge base for troubleshooting and operational procedures;
Ability to troubleshoot wire drops from switches and patch panels to data jacks;
Ability to assign static IP addresses, update drivers, and software as required for equipment.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Excellent written and oral communication skills;
  • Excellent interpersonal skills;
  • High School diploma and relevant experience;
  • Working knowledge of computers and current operating systems and applications;
  • A+, Net+, and Microsoft Certification a plus;
  • Associate's degree in Computer Science or equivalent through a combination of education and work experience preferred;
  • 2-4 years IT experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to stand; walk; sit; and talk and hear. The employee is occasionally required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands or arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

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