Office of Infrastructure-IT Support Specialist ; District ; Client Support Specialist; Thomas

Office of Infrastructure-IT Support Specialist 3;
District 3;
Client Support Specialist (Thomaston, GA.) ITP
162 (PG-K)

Job Summary: Under broad supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop and conduct training programs for software/hardware users. Owns assigned tasks. May serve as a lead or train staff.

• Performs job responsibilities with minimal supervision
• Provides customer support in the maintenance of systems
• Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations
• Provides technical support in the operation and use of application software systems
• May serve as a lead worker
• May train subordinate staff in proper procedures of day-to-day operations
• Communicates with all levels of management and user department personnel to discuss job execution status, requests for reprints, equipment status and related problems that may occur
• Conducts extensive research to compile information needed to generate reports, monitor and coordinate projects, complete projects and accurately respond to questions and concerns
• Develops materials and methods to be used in training others in the use of various hardware and software
• Installs and/or upgrades software on PCs as instructed
• Monitors and coordinates activities/actions assigned to section management by the section director/deputy
• Serves as senior management's representative in promoting the interests of the organization, and in researching, developing and monitoring responses to delegated issues

High school diploma/GED and two (2) years of education or experience in information security, privacy, system/network administration and support, or application development and training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.

• Completion of an Associate's degree in a computer related field and experience providing support services on a multi-user computer system OR a thorough knowledge of desktop and multi-user software applications (e.g. Databases, word processors, spreadsheets).
• Three (3) years of work experience providing software and hardware technical assistance to customers and/or one (1) year of previous experience providing phone support technical assistance in a help desk environment.
• Demonstrates ability to operate computer peripheral devices.
• Demonstrates ability to install, configure, and/or troubleshoot desktop and multi-user serves, software, and peripheral devices.
• Demonstrates ability to install and maintain components of voice and/or data communication networks.
• Demonstrates ability to perform small part installations or modifications to electronic equipment.
• Adapt to changing technical environment and variable workloads.
• Committed to providing quality customer service.
• Demonstrates ability to convey complex technical information orally and in writing to diverse customers with varying levels of technical knowledge with tact and courtesy.
• Demonstrates ability to provide technical support and assistance with computer operating systems, local area networking, hardware and software.
• Demonstrates ability to work in a team environment.
• Ability to bend, climb, lift and move in confined spaces.
• Demonstrates ability to analyze and resolve hardware/software problems which have not been experienced previously.
• Demonstrates ability to solve practical problems in installing hardware/software using mathematical and statistical techniques.

• Knowledge of SCCM, InTune ticketing systems and Active Directory
• High school diploma/GED and two (2) years of education or experience in information security, privacy, system/network administration and support, or application development and training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.