IT Support Specialst

GENERAL SUMMARY

Reporting to the IT/Operations Project Manager, the IT Support Specialist is responsible for setting up, managing, and troubleshooting agency technology systems and assisting agency staff with technical issues or questions related to agency-issued computer hardware or software devices. Responsibilities include taking phone calls from staff or communicating with them through ticketing system or messaging platforms, helping staff diagnose technical issues over the phone and arranging to install or upgrade hardware or software on their computers.

ESSENTIAL FUNCTIONS:

The IT Support Specialist maintains and improves agency technical systems to ensure all employees have the technology they need to complete their work and to ensure that their technology is functioning optimally.  This may include:

• Handling staff technical support issues via phone, email, or internal ticketing submissions.
  • Document work in ticketing system.
  • Work with third party support team to resolve technical issues.
  • Reach out to staff and schedule time to assist as needed.
• Assemble, install, and configure systems and equipment in accordance with agency and IT protocols.
• Actively update, maintain, and monitor all aspects of agency computer networks.
• Resolve technical issues related to network interruptions. Attend in-person meetings with agency staff to analyze, troubleshoot, and diagnose hardware problems.
• Review and follow HIPAA regulations, COVID practices, and IT documentation.
• Meet with new staff for new user training, changes/new initiatives. Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
• Assist IT/Project Manager and IT Applications Specialist in creating training materials pertaining to computer and software troubleshooting and usage.
• Offboard exiting staff equipment.
• Maintain a work log detailing all required system updates and date of completion.

COMPETENCIES NEEDED:

Job Knowledge/Technical Knowledge:  Demonstrates knowledge of techniques, skills, equipment, procedures, and materials. Applies knowledge to identify issues and internal programs; works to develop additional technical knowledge and skills.

Listening, Understanding, and Responding:  Creates effective interactions with others; deals with staff in a direct, open, trusting, and respectful manner. Listens, speaks, and writes clearly and concisely. Keeps manager informed about progress and problems to avoid surprises.

Flexibility: Able to work effectively with various individuals and groups with differing levels of technical skills and adapts approach accordingly.

Goal Setting and Planning: With manager, sets specific, measurable goals that are realistic but challenging; clarifies expectations about what will be done and how it will be done.

QUALIFIED APPLICANTS WILL HAVE:

• Associate degree in computer science or related technology field is preferred
• Basic understanding of computer software and hardware
• Basic understanding of Microsoft products
• Understanding or experience working with a helpdesk ticketing system 
• Understanding or experience working with an MSP 
• Understanding or experience using MDM 
• Knowledge of ITIL Processes 
• Ability to follow documentation and have a desire to learn 
• Ability to work on-site at our Burlington, MA office 
• Ability to lift 50+ pounds and bend, stand, or sit for long periods