IT SUPPORT SPECIALIST

Job Summary:

Provide technical assistance and support for incoming queries, either in person or over the phone, related to software, computer systems, and hardware issues. Writes training manuals and documents solutions. Train computer users. The employee performs administrative duties, to include budgetary and purchasing functions.

Job Description:

DUTIES & RESPONSIBILITIES

• Performs Enterprise Resource Planning Software Support

• Performs end user support

• Performs IT related support

• Maintains Equipment inventory

• Maintains Software Licensing Compliance

• Performs VOIP phone support

• Performs administrative duties for the department

• Performs other duties as assigned

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Considerable knowledge of the utilization, operation and care of computer and related electronic computer equipment and phone system.

• Capability to learn and support ERP and windows software.

• Must be detailed in documenting resolution, training and administrative support.

• Must be able to communicate effectively with team and customers.

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school or general education degree (GED) from an U.S. Department of Education accredited institution is required.

• Supplemental course work in computer science or two (2) years IT work experience equivalent is required.

• An equivalent combination of education, experience and training which provides the required knowledge, skills and abilities may be considered for minimum requirements.

LANGUAGE SKILLS

• Ability to clearly and effectively communicate both verbally and in writing.

• Ability to develop and maintain good personal and working relationship with other employees.

REASONING ABILITY

• Considerable ability to learn, apply and assist others in new procedures and program and equipment requirements is required.

• Ability to follow and apply common sense understanding, to carry out instructions furnished in written and oral form.

OTHER SKILLS AND ABILITIES:

To perform the job successfully, an individual must demonstrate the following competencies:

• Problem Solving, Planning/Organizing - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions. Prioritizes and plans work activities; uses time efficiently.
• Oral and written communication - Speaks and writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings and presents numerical data effectively and to read and interpret written information.
• Change Management - Develops workable implementation plans; communicates changes effectively.
• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Organizational Support - Follows policies and procedures; completes tasks correctly and on time; supports organization's goals and values.
• Strategic Thinking - Develops strategies to achieve organizational goals; adapts strategy to changing conditions.
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions.

WORK ENVIRONMENT/ADA: The employee will work inside an office environment and may be required to sit for long periods of time while looking at a computer screen. The employee must have good finger dexterity.

Lifting: Lift up to 45 Pounds Vision: 20/20 or Corrected to 20/100

Environment: Office Work Hearing: Normal Noise Levels for Work Environment

*Class Descriptions are not intended to be restrictive. The use of (or absence of) a particular illustration of duties shall not be held to exclude or limit the authority of a Department Head to assign other duties which are similar and related to work.