Technology Support Specialist

TITLE : IT Support Specialist

LOCATION: Headquarters

DATE REVISED :
August 2024

FLSA :
Exempt

DIVISION :
Technology Services Division

DEPARTMENT :
Helpdesk

TRAVEL REQUIREMENT
:

Less than 10%, to fulfill job requirements

HOURS and SCHEDULE
:

Generally, Monday – Friday, 9:00am to 5:30pm (minimum 37.5 hours within five (5) days per week); unless otherwise required or approved by management. On-call rotation for overnight and weekend shifts

REPORTS TO
:

This position reports to the Manager, Desktop Support, TSD.

SUPERVISION EXERCISED
:

Occasional project management and team lead opportunities

RESPONSIBILITY FOR PUBLIC CONTACT
:

Daily contact requires courtesy, discretion, and sound judgment.

LICENSING AND CERTIFICATION
:

GENERAL DESCRIPTION
:

Position is responsible for general IT systems support, including troubleshooting, resolving, installing, and maintaining hardware and software issues. The position will also serve as a technical resource on special projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES
:

Perform onsite analysis, diagnosis, and resolution of information technology issues for end users, and recommend and implement corrective solutions

Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Install, configure, test, maintain, monitor, and troubleshoot end-user information technology hardware and software in order to deliver required desktop service levels.

Install, configure, test, maintain, and troubleshoot end-user telecommunications equipment including VOIP phones, softphones and mobile devices.

Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.

Perform staff hardware moves and relocations as required.

Receive and respond to incoming calls, IMs, and/or e-mails regarding support issues.

Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Identify and learn appropriate software applications used and supported by the organization.

Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.

Ensure conformance of all systems and services with current information security standards

Develop curriculum and provide training to end users in the use of NCMEC information technology resources.

Assist with external projects as directed.

Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide

Promote a professional image

Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional manner.

Conform with and abide by all regulations, policies, work procedures, and instructions.

Respond promptly when returning telephone calls and replying to correspondence.

EDUCATION AND EXPERIENCE
:

Bachelor’s degree in Computer Science, Information Systems Engineering, or equivalent from an accredited college preferred.

Minimum of two (2) years of technical experience in the information technology arena

Certifications in A+, MCDST, MCSE preferred

Experience supporting Microsoft Windows operating systems.

Experience supporting Microsoft Office 365 products

Experience providing support for networking and Internet related technologies including email clients, web browsers, VPNs and various networking protocols.

Experience with end-user telecommunications equipment and protocols including VOIP systems, softphones and mobile wireless devices.

Ex…