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IT Support Specialist I

2 months ago

Daleville, Virginia, United States Botetourt County Virginia Full time
Job Overview

Position Title: IT Support Specialist I

Position Summary:

The IT Support Specialist I serves as the initial point of contact for the Help Desk, responsible for receiving, prioritizing, documenting, and effectively addressing end-user support requests and tier 2 technical issues. The role involves utilizing diagnostic tools and tracking systems to resolve problems, while also collaborating with senior technicians when necessary. The incumbent will be well-versed in industry best practices and will apply this knowledge to support the objectives of the Technology Services Department and the mission of Botetourt County.

Core Responsibilities:

  • Responds to incoming support requests from users via phone and email.
  • Records essential user information, including name, department, contact details, and the nature of the issue.
  • Establishes rapport and gathers detailed information about the problems faced by users.
  • Prioritizes and schedules the resolution of issues, escalating them to the appropriate technician when necessary.
  • Documents the entire help desk request process, including all decisions made and actions taken, ensuring compliance with performance standards until resolution.
  • Engages with remote users for troubleshooting and problem resolution.
  • Utilizes diagnostic tools to assist in troubleshooting efforts.
  • Accesses online resources for software updates, drivers, and FAQs to facilitate problem-solving.
  • Identifies and becomes proficient in the software and hardware supported by the organization.
  • Performs desktop-level repairs, including software installations and upgrades, hardware installations, and implementing backup solutions.
  • Tests solutions to confirm that issues have been resolved satisfactorily.
  • Manages annual equipment refresh cycles for end-users.
  • Creates and deploys PC configurations for users using desktop management software.
  • Administers Active Directory for new and existing users, including group policy management.
  • Conducts follow-ups post-resolution to ensure user satisfaction.
  • Develops a knowledge base to enhance end-user support.
  • Performs additional related duties as assigned.

Qualifications:

  • Associate's Degree in Information Systems or a related technical field is preferred.
  • One year of experience in an IT Service Desk environment supporting business users is preferred.
  • One to two years of professional experience required, or a combination of education and experience.
  • Professional certifications such as Microsoft MTA, CompTIA A+, or CompTIA Network+ are preferred.
  • Strong background in PC support with one to two years of experience in administering and troubleshooting Microsoft Windows operating systems and applications is required.
  • Experience in managing and optimizing Microsoft Active Directory and Group Policy.
  • Proficiency with the Microsoft 365 suite to support end-users is required.
  • Experience in creating and testing standard desktop deployment procedures and software images is required.
  • Familiarity with troubleshooting utilities such as TCP/IP tools is preferred.
  • Experience in implementing virus/malware detection applications and managing Microsoft Print Servers and TCP/IP printing is required.
  • Exceptional interpersonal skills, focusing on rapport-building, listening, and inquiry.
  • Ability to prioritize and execute tasks effectively in a high-pressure environment, demonstrating strong analytical and problem-solving skills.
  • Outstanding customer service orientation and commitment to follow through on assignments and tickets is critical.
  • Ability to work collaboratively in a team-oriented environment.
  • Familiarity with ITIL best practices is desired.
  • Project team members should possess excellent oral and written communication skills, the ability to work both independently and in teams, and the capability to complete tasks according to established guidelines and timelines.

Physical Requirements:

  • This position operates in a professional office setting, utilizing standard office equipment such as computers, phones, and photocopiers.
  • The employee may be required to sit, climb, balance, and perform tasks such as stooping, kneeling, or crawling.
  • Frequent lifting and/or moving of objects up to 30 pounds and occasional lifting of objects up to 50 pounds is required.
  • Significant wrist, hand, and finger movements are necessary.
  • Effective communication and information exchange with colleagues and personnel on detailed technical instructions is essential.
  • Close visual acuity is required for tasks such as data analysis, transcribing, and extensive reading.
  • Employees must be able to remain stationary at their workstation for up to 50% of the time.
  • Frequent travel between buildings may be necessary to attend meetings and support technical needs.
  • A valid driver's license is required upon hire.

Reports to: Business Applications Manager

Supervisory Responsibilities: None

Botetourt County is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Disclaimer: The statements above are intended to describe the general nature and level of work performed by individuals in this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities as needed.