IT Support Specialist

Accountability Objectives

The IT Support Specialist is responsible for providing local and remote company employees and contractors with technical support for their desktop hardware, mobile devices, printers, peripherals, software, and operating system requests and issues.

• Reportsto:
  Manager, Service Desk
• Directs:
  None

Performs Personally

• As assigned, act as the first point of contact for users requiring Information Technology (IT) assistance. Answer customer telephone calls and emails in a professional and courteous manner.
• Adjust user access and permissions within Active Directory, including managing user accounts, enabling, disabling, and unlocking accounts, modifying group memberships, and adjusting organizational unit (OU) assignments to ensure proper access control with the exclusion of groups and OUs defined as highly sensitive.
• Design, develop, test and implement IT solutions that benefit company business improving processes, applications, and utilities, while providing local and remote employees, and contractors with technical support for desktop hardware, software, and operating system issues.
• Evaluate, install, configure, and test new desktop hardware, virtual desktops, software, and operating systems for internal employees and external contracting users. Troubleshoot and resolve basic and complex (standard and non-standard) hardware and software support issues to include Virus/Spyware/Malware clean-up and remediation.
• Perform advanced troubleshooting and resolve issues with computers, mobile devices, point of sale systems, scanners, and printers.
• Image and deploy desktops, laptops, and mobile devices as needed, local and remote repair situations, projects, and upgrades.
• Repair desktop computing hardware down to field replaceable units (i.e., ram, CPU, hard drives), and conduct return materials authorizations where needed.
• Analyze users’ needs and recommend purchase requisitions.
• Receive and track physical assets from warehouse delivery to final location.
• Create hardware and software test plans and perform testing prior to user acceptance. Resolve issues by assisting staff in installing tested and approved hardware, software, patches, and configurations.
• Attend training and user conferences to stay current on skill sets and recommend process improvements to IS department staff.
• Coordinate with multi-disciplinary staff to solve technical problems.
• Track reported issues from receipt to completion where needed.
• Implement methods to eliminate or avoid consistent problems, reduce operating costs, and provide users with a satisfactory response.
• Interact with hardware and software vendors as Chugach’s primary customer contact to resolve technical issues, bugs, potential improvements, and to communicate enhancement requests.
• Document work practices, environment changes, and standard operating procedures. Conduct peer review on department documentation updates.
• Update status and/or resolve support tickets according to priority in the ticketing system, documenting root cause and detailing resolution. Provides updates to users on status requests of submitted tickets.
• Perform other skills as listed in skill qualification matrix. Responsible for tracking current tasks status and requesting audit for grade alteration.
• Provide feedback in relation to skill qualification matrix to peers within the department.
• Perform other duties in conjunction with evolving technological changes.

Internal

• IT Management:
  Receives direction and assistance from, exchanges information and makes recommendations.
• Lead Support Specialist:
  Receives direction and assistance from, exchanges information and makes recommendations.
• Other Information Technology Staff:
  Coordinates interrelated activities and exchanges information.
• Users:
  Provide product support, exchanges information.

External

• Vendors and Consultants:
  Consults and coordinates with, and exchanges information.
• Software and Hardware Vendors:
  Consults with, performs advanced troubleshooting, reports and solves problems

This position is a flex grade position. Employees will request their qualifications be reviewed…