IT Support Specialist

Core Purpose

Building enduring relationships and strong communities

• Integrity – do the right thing…always be respectful, honest and fair
• Commitment – take ownership, work hard, and keep promises
• Teamwork – collaborate to foster trust and success for all
• Value People – support each other in a safe, positive environment where people are recognized and appreciated for their contributions

The IT Support Specialist’s role is to ensure that the end user can effectively use technology to accomplish business tasks. This includes receiving, troubleshooting, prioritizing, documenting, and resolving technology issues or requests that may be reported in‑person, over the phone, or via email. The position will be responsible for testing, documenting, deploying, maintaining, and updating hardware and software utilized within the organization.

Issue resolution may involve the use of diagnostic and help request tracking tools, and may require that the individual give in‑person, hands‑on help at the desktop level.

• Familiarize with internal documentation on the digital products supported by the IT team.
• Build rapport and engage with end users and key stakeholders to understand and resolve technology issues that are reported.
• Answer, evaluate, prioritize, document, and troubleshoot incoming telephone, voicemail, e‑mail, and in‑person requests for assistance from users experiencing problems with hardware, software, and other computer‑related technologies.
• Interview users to collect information needed to effectively diagnose, troubleshoot, and resolve the reported issue.
• Communicate with hardware/software vendors when necessary to resolve technical issues occurring in our environment.
• Maintain ownership of reported issues until resolved, while being the single point of contact responsible for all continued communications and follow‑ups while actively pursuing resolution.
• Prioritize, schedule, communicate, and collaborate with team members when required to actively solve or escalated problems until resolution is obtained.
• Log and provide detailed documentation for all support calls, emails, and in‑person requests using the ticketing system utilized by IT to maintain data that will be used for problem/root cause analysis and to track trends around reported issues historically.
• Test software and hardware to evaluate and identify issues that may impact deployments/upgrades.
• Develop or revise training documentation, tutorials, cheat sheets, job aids, etc. when required to aid user in performing work.
• Investigate and learn new hardware and software applications prior to rollout, required to effectively support and become a subject matter expert.
• Set up and deploy or refresh computers, mobile devices, software, and peripheral equipment.
• Monitor and maintain desktop stability and security. Keep all software, drivers and service patches up to date.
• Other tasks as assigned.

• One year certificate or associate degree with emphasis in computer science, information systems, information technology or related field and three‑to‑five years related experience and/or training; or equivalent combination of education and experience.
• Ability to effectively research, analyze information, problem solve, and use troubleshooting techniques to resolve IT related issues independently and in group scenarios.
• Ability to communicate clearly in positive or negative situations; with end‑users that have varying levels of technical knowledge, ability, and/or expertise; listen and get clarification; respond to requests for service and assistance; accountable to commitments.
• Ability to focus on resolving technical issues in a professional and reputable manner.
• Ability to read, comprehend, and write instructions, correspondence, and memos.
• Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees.
• Ability to work under pressure and meet deadlines.
• Ability to use time productively, maximize efficiency and meet challenging work goals.
• Ability to maintain compliance with all company policies and procedures.
• Ability to…