Support all aspects and functions involved in Information Technology throughout the Division.
Essential Duties and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Answers and tracks incoming requests for technology assistance, including assistance for PC hardware and peripherals, new equipment/software installations or upgrades, and basic user account management in various systems.
- Perform troubleshooting of issues to determine if escalation to L2/3 is required.
- Generates service requests and forwards service requests to the appropriate technician; monitors open tickets, provides update status to users, and generates data collection for performance monitoring.
- Maintains computer hardware and software inventory.
- Identifies basic training needs for end users and develops/trains users as needed. Emphasizing development of user guides and training material for end user self-service.
- Provides back-up technical support for the Computer/Network Support Specialists where needed.
- Troubleshoots and installs computer hardware and software programs.
- Performs other duties as assigned.
Qualifications
Required Education & Experience
- Bachelor’s Degree, with a technical major in computer science or equivalent education and experience in the computer science field.
Competencies
- Networking
- Microsoft Certifications (Desktop, Server, Active Directory, Azure, 365)
- Technical Capacity
- Communication
- Critical Evaluation
- Ethical Practice
- Advanced Problem-Solving Skills
- Proficient in Microsoft products, Networking, Printers, etc.
- Ability to effectively work effectively with people
- Confidentiality
Supervisory Responsibility
This position has no supervisory responsibilities
Work Environment
While performing the duties of this job, the employee regularly works in an office setting with occasional plant floor visits and observation.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
