TJJD - IT Support Specialist - IT Customer Support MCL

General Description

Performs entry‑level computer systems support work in a help desk setting. Work involves providing first‑line assistance for operational problems of agency information technology systems and automated office equipment in a stand‑alone, network environment at the assigned high security correctional facility for juveniles. Works under close supervision, with minimal latitude for the use of initiative and independent judgment. May be required to work in excess of 40 hours per workweek, be on‑call 24/7, and travel occasionally.

• Assist with prioritizing incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identify and log the type of problem or request; and monitor the status to ensure a timely resolution. (40%)
• Provide routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, DVR, printers, and fax machines; and recognize and escalated difficult problems to a higher level of support. (10%)
• Provide guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Install, maintain, and perform minor repairs to hardware, software, or office equipment. (10%)
• Assist in maintaining records of daily data communication transactions, problems, remedial actions taken, and installation activities. Assist with equipment set up for employee use, including the installation of cables, operating systems, or appropriate software. Assist in the update of computers and software. Assist in maintaining inventory of information technology assets. (30%)
• May check out and check in computer and other office equipment; and run security software. (5%)
• Report any presence or perception of racial, ethnic, and/or gender disparities.
• Perform a variety of related duties not listed, to be determined and assigned as needed.
• Perform all duties in compliance with agency safety policies and procedures: report safety hazards and correct hazards when possible.
• Complete required documentation in the event of an accident/injury within requested time frames.
• Attend work on a regular and predictable schedule in accordance with agency attendance and leave policies.

• High School diploma or equivalent.
• Two (2) years of full‑time wage‑earning experience and one of those years must be any combination of the following: network or computer support; IT Help Desk; supporting a LAN or WAN and IP communication environment; troubleshooting technical problems; or installing and maintaining PC software applications or related tasks.

• Associate’s degree with major coursework in Information Technology or related field.
• Experience providing IT support in government or correctional environments.
• Two years of customer service experience in an IT environment.

• Analyzing
• Alphabetizing
• Ability to communicate effectively, orally and in writing
• Ability to see
• Ability to hear (with or without aid)
• Ability to perform tactile discernment
• Identify colors
• Depth perception
• Operate motor equipment
• Lifting up to 40 lbs.
• Carrying up to 40 lbs.
• Pulling
• Pushing
• Prolonged standing and walking
• Prolonged sitting
• Repeated bending
• Reaching above shoulder
• Manual/finger dexterity
• Dual simultaneous grasping
• Crawling
• Twisting
• Kneeling
• Stooping
• Climbing stairs
• Climbing ladders

Practices