IT Support Specialist - Decatur

Responsibilities

• Provide technical support via phone, emails, and remote tools and onsite visits as necessary to end‑users.
• Responsible for the setup, configuration and installation of workstations, printers, peripherals and store hardware.
• Responsible for accurate documentation, ticketing, and tracking of inbound technical support calls and providing accurate and professional resolution on all supported issues in a timely manner.
• Responsible for timely monitoring of IT Help Desk.
• Actively work and triage incoming help and support requests from end users via both telephone and helpdesk tickets in a courteous manner.
• Prioritize and schedule support tickets based on severity and service level agreement (SLA);
  Escalate problems as needed or when required.
• Record, track, and document the helpdesk ticket problem‑solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Utilize required diagnostic utilities to aid in troubleshooting as needed.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software and hardware, configuring systems and applications.
• Develop help sheets and knowledge base articles for end users.
• Provide after‑hours support as assigned and in accordance with after‑hours support procedures.
• Other duties as assigned.

• High School Diploma or GED required;
  Bachelor’s Degree in Computer Science preferred.
• Minimum one (1) year of experience of PC hardware and software troubleshooting.
• Knowledge and experience in MS Office 365 installation and troubleshooting.
• Knowledge of operating systems including Windows 10/11 and MacOS.
• Knowledgeable of phone support skills for troubleshooting remote issues.
• Knowledge and experience in PC hardware installation and troubleshooting.
• Knowledge of troubleshooting client‑side issues such as virus and spyware/malware.

• The ability to push, pull, lift, up to 50 lbs with or without accommodations.
• Must be able to stand and/or walk for extended periods of time.
• The ability to bend, reach and grasp throughout the workday.
• Must be able to work flexible hours to provide support for end users, locations, project implementations and location set‑ups as required.
• Must be able to travel to or required to travel to various agency locations to perform support duties as needed.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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