Technical Support Specialist

Position Summary

The Technical Support Specialist serves as a core member of the IT infrastructure team. This role is primarily responsible for IT Help Desk operations, work order management, and first-line technical support. In addition, the Technical Support Specialist works collaboratively within the IT team and with the Clark’s managed service provider for general support, maintenance, equipment lifecycle management, and other IT operational tasks.

Major Duties and Responsibilities (Essential Functions)

Help Desk Operations:

· Monitor the IT service management system to ensure timely response to, assignment, and resolution of support tickets

  and requests.

· Provide excellent customer service and technical support in person, over the phone, and via email/chat.

· Provide tier 1 & 2 technical support for computer hardware and software, printers/scanners, phones, and other IT

  devices/equipment.

· Escalate tickets and requests to other IT staff and the Clark’s managed service provider.

· Assist with creation and maintenance of technical documentation and training materials for IT and non-technical staff.

Asset Management:

· Maintain an accurate IT asset inventory including tagging assets and creating/updating asset records.

· Coordinate lifecycle tracking and planning for computers and other IT equipment.

· Provide computer and peripheral lifecycle services including preparation, delivery, and decommissioning.

Infrastructure Operations:

· Assist with account & access management tasks including account creation, deprovisioning, and troubleshooting.

· Assist with endpoint and mobile device management tasks including provisioning/deprovisioning, software

  deployment, patching, and policy management.

· Assist with network and server monitoring, management, and support tasks.

· Serve as primary or supplementary owner/administrator for the IT service management system (Genuity) and other

  systems as assigned.

Requirements:

· High school diploma or equivalent required. An Associate’s degree or higher in a relevant subject area is preferred.

· 1+ years Help Desk/technical support experience in a nonprofit, educational, or business environment. 3+ years’

  experience preferred.

· Experience in a customer service or similar client-facing role.

· Ability to communicate clearly and professionally both verbally and in writing.

· Familiarity with IT service management principles and processes.

· Experience using task tracking and/or IT service management tools such as help desk, work order management,

  project management, and asset management software.

· Experience creating and maintaining technical documentation for internal IT and end users.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

· The position requires working at desk and using a computer for prolonged periods of time.

· The position typically works standard daytime hours but occasionally requires working at varying days and hours

  including early mornings, evenings and weekends.

· The position requires frequent standing, bending, crouching, reaching, and climbing.

· The position requires lifting/carrying small or mid-sized objects such as desktop/laptop computers, monitors, and

  printers.

· The position requires the ability to lift and transport moderately heavy objects such as computers and peripherals.

· The position requires the ability to hear and see sufficiently to configure and operate computers and other technology

  including audio and video equipment.

Work Environment:

· Work may be performed in a wide variety of spaces including indoor offices, indoor meeting and event spaces

  including the auditorium, and outdoors in a variety of weather conditions.

· Work may include exposure to loud noises and bright or strobing lights.

· Work may include exposure to dust or other environmental allergens.