Technical Support Specialist

Technical Support Specialist

Division of Information Technology
Tennessee Department of State

POSITION LOCATION:

Nashville, TN

The mission of the Office of the Secretary of State is to exceed the expectations of our customers, the taxpayers, by operating at the highest levels of accuracy, cost-effectiveness, and accountability in a customer-centered environment.

Assistant Director of Information Technology

An employee in this classification acts as a primary interface to support internal customers and ensure the continuity of computer system services by providing technical expertise and assistance.

• Provide first-level contact for hardware and operating systems, network and application software, mobile devices, IP Telephony, A/V presentation systems, web-based applications, systems security, local area networks, user workstations, servers, printers, optical scanners, and other peripheral devices.
• Assist the department’s divisions with large project implementations, which may include assisting with paperwork, unpacking and setting up equipment, installing software, imaging hard drives, and training library staff.
• Assist with the Information Systems Plan.
• Assist the Information Technology and Fiscal Divisions with the surplus of state property.
• Utilize superior customer service skills in resolving customer problems to ensure a positive experience for the customer.
• Provide technical training on various subjects in one-on-one training, group setting, or webinar.
• Perform other duties as assigned.

Education and Experience

• Graduation from an accredited college or university. A degree in information systems, computer technology, computer science, or other related field of study is desirable and will be given preference. Additional experience may be substituted for the required college education on a year-for-year basis.
• At least two (2) years of experience in computer hardware, software, applications programming, user or system requirements analysis, the field of Information Technology analysis, design, development, and maintenance or related experience in the successful implementation and maintenance of Information Technology.
• A+ and/or Network+ certification is desirable and will be given preference.

Knowledge and Abilities

• Proficient in Microsoft Operating systems Windows 10 and later, Microsoft Office 365, anti-virus software, and other desktop applications.
• Ability to respond promptly to system issues.
• An employee in this classification must be a team player with strong interpersonal skills capable of working well with employees and vendors.
• Represent the department in a knowledgeable, positive, and supportive manner.
• Demonstrate the ability to respond flexibly and to reprioritize work as situations change.
• Initiative to learn new skills.
• Adhere to confidentiality and security policies and procedures.

Physical Requirements

• Ability to handle boxes and equipment weighing a minimum of forty (40) pounds.
• Requires normal visual acuity and field of vision, hearing, and speaking.

Health, safety, and collections security

• Assist the organization in creating a safe and healthy working environment by working safely with the equipment provided.
• Follow instructions given for health and safety purposes and immediately report any unsafe working practices or hazardous working conditions.
• Take measures necessary to protect materials, property, and/or the collections from loss, mutilation, or theft.

$54,000 annually plus State of Tennessee benefits package.