IT Support Specialist

Job Description

Job Description

JOB SUMMARY:

Installs, modifies and makes major and minor repairs to computer hardware, software applications and provides technical assistance and training to system users. Investigates and resolves software and hardware problems for users. Must be able to identify and resolve network issues.

ESSENTIAL JOB FUNCTIONS:

The essential functions of the position include, but are not limited to, the following:

1. Support network infrastructure, software applications, communications system and e-mail system. Responsibilities also include website administration and minimal network administration. Inspects computer equipment and installs or assists in installation or repair of computer hardware and software.

2. Analyzes and evaluates incident reports and makes recommendations to reduce helpdesk incident rate.

3. Call software and hardware vendors to request service regarding defective products.

4. Ensures use of updated drivers from manufactures for PC components and peripherals.

5. Maintains up-to-date network-based hard drive "images" for specific client PC models.

6. Works closely with IT Manager to ensure appropriate network and client computer configuration specifications are followed and documented as necessary.

7. Perform basic support for Windows 2000 Server, Windows server 2003, Windows Server 2008, Windows Server 2012, Vista, Windows XP, Windows 7, and Windows 10 platforms. Basic support includes setting up print queues; create user accounts, etc., as required. Support also includes installation of Microsoft updates, performance monitoring, server troubleshooting and repair.

8. Assist in obtaining and managing telephone, cell phone and voice mail services for GDPM-wide users.

9. Service and replace GDPM cell phones as needed.

10. Regular and in person attendance.

ADDITIONAL RESPONSIBILITIES – SOFTWARE

1. Produce and provide Yardi database statistics, queries and reports upon request.

2. Develops custom reports from Yardi for users/departments as required.

3. Consults with Yardi support teams to explain software errors and test modifications
made to the software programs.

4. Provide minimal assistance to residents and applicants who have system-level issues with their online accounts.

SUPERVISORY RESPONSIBILITIES:

None.

WORK ENVIRONMENT:

Typical office environment, with minimal exposure to excessive noise or adverse environmental issues.

QUALIFICATIONS AND REQUIREMENTS:

The incumbent must:

1. Position requires an Associate’s degree in computer related field plus two years relevant experience; or the combination of education and experience that enables performance of all aspects of the position. Two to five years’ experience with Cisco hardware such as Cisco routers, Unity and Call Manager. CCNA not required but is a plus.

2. Must be able to query, update and extract data from SQL databases to create reports and dashboards using SQL and Crystal Reports.

3. Ability to read and interpret documents such as operating and maintenance instructions or PC's, software manuals and procedure manuals.

4. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram
form. Ability to deal with problems involving several concrete variables in standardized situations.

5. Experience supporting a wide variety of software, hardware and peripherals for multiple platforms. Experience in supporting personal computers in a networked environment utilizing, MS windows 7, MS Windows XP Professional, Windows Vista, and Windows 8 client operating systems.

6. Must have strong communication and training skills and be able to communicate technical information to
non-technical users.

7. Must possess a Valid Ohio driver’s license and be insurable while driving agency's vehicles.

8. Must be bondable.

9. Be able to meet the following physical requirements with or without reasonable accommodation:

a. Sit, walk, stand, use hands to manipulate, handle, feel, and control items or equipment;

b. Reach with hands and arms;

c. Talk and hear;

d. See and be able to read, write, and interpret text, spreadsheet, and graphical documents;

e. Regularly lift and move objects weighing up to 25 pounds, and occasionally up to 50 pounds.

f. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

The functions, qualifications, responsibilities, and requirements listed above represent the essential
functions of the job, which the incumbent must be able to perform either with or without reasonable accommodation.