I.T. Support Specialist

Explore a World of Opportunity with the State of Georgia!

We are the force that drives Georgia!
Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens!
Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Job Title:

Explore a World of Opportunity with the State of Georgia!

We are the force that drives Georgia!
Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens!
Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Job Title:

Agency:

Pathways Center

Job Requisition :

Shift:

Compensation Details:

Job Description:

Responsibilities

Pathways Center provides behavioral health, developmental disabilities, and substance use disorder services throughout west-central Georgia. Our multidisciplinary team includes psychiatrists, physicians, nurses, licensed clinicians, direct care professionals, administrative staff, and information technology professionals who work collaboratively to ensure high-quality services for the individuals and communities we serve.

The Information Technology Department provides technology support for all Pathways Center facilities, residential programs, crisis services, outpatient clinics, and administrative offices located throughout west-central Georgia.

The IT Support Specialist is responsible for providing exceptional frontline technical support to employees across the organization. Working under the direction of the IT Director and alongside the IT Systems Administrator, this position serves as the primary point of contact for hardware, software, and technology-related support requests submitted through the organization's Solar Winds Help Desk system.

This position requires excellent customer service skills, technical troubleshooting abilities, and frequent travel to Pathways Center facilities throughout the service area. Responsibilities include, but are not limited to:

• Serve as the primary responder for IT support requests submitted through the Solar Winds Help Desk system.
• Monitor, prioritize, assign, document, and resolve incoming help desk tickets according to established service standards.
• Provide remote and onsite technical assistance to employees.
• Escalate complex technical issues to the IT Systems Administrator or IT Director as appropriate.
• Maintain complete documentation of support requests, resolutions, and system changes.

• Install, configure, deploy, and troubleshoot Windows desktop and laptop computers.
• Configure and maintain printers, scanners, monitors, docking stations, mobile devices, and other peripherals.
• Install, configure, and update approved software applications.
• Assist employees with Microsoft Office 365 applications, Microsoft Teams, Outlook, Adobe Acrobat, and other business software.
• Troubleshoot connectivity issues involving wired and wireless networks.
• Assist users with password resets and multi-factor authentication.

• Prepare new computers for employee onboarding.
• Replace and upgrade computer hardware components.
• Assist with equipment relocation during office moves and renovations.
• Maintain inventory of computers, monitors, mobile devices, printers, and technology assets.
• Track warranty information and equipment life cycles.
• Coordinate equipment disposal according to company policies.

• Assist the IT Systems Administrator with routine maintenance activities.
• Perform workstation imaging and software deployments.
• Assist with operating system updates and security patch installations.
• Support backup verification procedures.
• Assist with user account creation and access requests.
• Support implementation of new technology initiatives.

• Follow organizational cybersecurity policies and procedures.
• Install and maintain endpoint protection software.
• Assist with cybersecurity awareness initiatives.
• Report suspected cybersecurity incidents immediately.
• Maintain confidentiality of sensitive information, including HIPAA-protected information.
• Support compliance with HIPAA, HITECH, organizational security policies, and applicable federal and state regulations.

• Provide outstanding customer service to employees at all organizational levels.
• Explain technical concepts in clear, non-technical language.
• Maintain professionalism while working in clinical and residential environments.
• Build positive relationships with departments throughout the organization.

• Travel regularly to Pathways Center offices and facilities located throughout west-central Georgia.
• Provide onsite technology support during building openings/remodels, equipment installations,…