IT & Software Support Specialist

Position Overview

The Information Technology and Software Support series encompasses multiple levels of full-time and part‑time technical positions that work in a variety of contexts. They will provide internal and external client software support and training to government, commercial, utility, and not‑for‑profit organizations. This includes utilizing the tools, services, and solutions needed to effectively install, configure, maintain, train, support, and optimize all client computer hardware and custom‑developed software locally and remotely.

Software support and training can occur at the company office or on site with the client and may require travel.

• Work effectively with a variety of computer systems and software applications.
• Oversee installation, configuration, maintenance, training, and support of end‑user custom software.
• Install, configure, support, and troubleshoot mobile devices such as phones and tablets.
• Understand client contract needs and specifications to develop appropriate solutions.
• Recommend, schedule, and perform client software improvements, upgrades, and/or purchases.
• Organize and develop efficient daily work assignments from start to completion.
• Analyze data requests and design appropriate solutions.
• Apply client specifications, regulations, and compliance standards.
• Program systems to meet client and/or project specifications.
• Provide positive and effective support to product users.
• Work independently with attention to detail.
• Prioritize and execute tasks efficiently.
• Read, write, and interpret technical documentation and procedure manuals.
• Present ideas and solutions in both technical and non‑technical language.
• Continuously learn emerging technologies and upgrade knowledge of software and operating systems.
• Adhere to company policies, procedures, and work rules.
• Respond appropriately in emergency situations.
• Perform all duties professionally.
• Report timely and accurately to supervisor.

• Safety
  • Observe and follow safety and security procedures.
  • Apply appropriate action using guidelines and training.
  • Report and correct unsafe conditions.
  • Use and maintain equipment and materials properly.
• Quality
  • Meet job duty requirements.
  • Attain project‑specific quality control standards.
  • Follow applicable laws and regulations.
  • Uphold organizational ethics and policies.
  • Participate in community and professional development events.
• Team Work
  • Balance team and individual responsibilities.
  • Give and listen to feedback.
  • Participate in and conduct employee training and staff meetings.
  • Respond promptly to service and assistance requests.
  • Contribute to a productive team environment.
• Communication
  • Speak clearly and accurately in positive and negative situations.
  • Listen, obtain clarification, and interpret oral information.
  • Read and interpret written information accurately.
  • Write clearly and accurately.
  • Respond appropriately to questions.
  • Participate constructively in meetings.

• Four‑year degree in Computer Science, Information Technology, or a related discipline, or equivalent education and experience.
• Knowledge and proficiency in database programming principles, techniques, and applications.
• Strong interpersonal and communication skills (verbal and written).
• Hands‑on software and hardware troubleshooting experience.
• Experience with at least one of the following areas:
  • Software technical support and training.
  • Database programming with MS Access, SQL Server, Postgre
    
    SQL, or similar languages.
  • Application programming and scripting for custom applications.
• Language ability to read, analyze, and interpret technical documents and regulations.
• Math ability for basic arithmetic and advanced calculations as required by projects.
• Reasoning ability to solve practical problems with multiple variables.
• Advanced computer skills in common and specialized systems or software.
• Capacity to obtain and maintain required licenses and certifications.
• Lead-level supervisory responsibilities include hiring, training, and performance management; subordinate roles have no supervisory duties.

Employees will encounter varying noise levels, environmental changes, temperature fluctuations,…