Technology Support Specialist

DEPARTMENT       Technology and Information Systems

SUPERVISOR          AVP, TIS and Administrative Services

BASIC FUNCTION
 

The Technology Support Specialist, under the general supervision of the Associate Vice President of Technology, provides technical support for the installation, configuration, maintenance, and troubleshooting of endpoint computing devices and associated technologies. The position also provides operational support for the Association’s audiovisual technologies used in meeting spaces and events, ensuring equipment is functional and available for staff and organizational activities.

MAJOR RESPONSIBILITIES/TASKS

1. Provides technical support to end users and acts as the first point of contact for technical assistance


2. Manages helpdesk requests and responds to staff in person, by phone, by email, or chat, documenting solutions and interactions


3. Deploys and maintains software and technology tools used throughout the organization


4. Installs, configures, and maintains desktop operating systems, including Microsoft Windows and Apple macOS


5. Performs troubleshooting of networking, telecommunications, mobile devices, audiovisual technologies, and other supported systems as required


6. Troubleshoots basic network and system connectivity issues


7. Maintains accurate records of work performed, including support requests, maintenance activities, and resolutions


8. Creates and maintains technical documentation, user communications, and knowledge base content


9. Participates in the inventory control and reporting of IT hardware and software assets


10. Follows established technology security policies and procedures and promptly reports suspected security incidents or concerns.


11. Participates in ongoing professional development and pursues relevant technical training and certifications


12. Provides exceptional customer service while communicating technical information in a clear, professional, and courteous manner.


13. Provides technical support for TMA-sponsored conferences, meetings, and events.


14. Other duties as assigned.

SUPERVISORY RESPONSIBILITY

No supervisory responsibility.

INDEPENDENCE/SUPERVISION RECEIVED

Duties are performed under general supervision according to generally prescribed guidelines. The employee is responsible for judgment that is exercised regarding selection and interpretation of methods and procedures to be used personally.

GENERAL QUALIFICATION REQUIREMENTS

Knowledge and Experience:

This position requires concentrated understanding of a specialized area of knowledge normally acquired through attainment of a college degree in related field in Information Systems, Electrical Engineering, Computer Science or similar.  A minimum of 6 months to 1 year experience in a position with similar responsibilities preferred.  Must have the ability to understand and follow oral and written instructions and to deal effectively with other TMA employees. Must be organized and able to handle multiple tasks.