IT Support Specialist

IT Support Specialist

The IT Support Specialist provides IT and help desk support to our Contact Center Call Center. Provides technical support installing and configuring computer hardware and software programs, performs routine to moderately complex troubleshooting for hardware and software systems remotely or onsite as needed, and provides exceptional customer service in a team environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Responsibilities include the following, and other duties may be assigned :

• Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users. Maintains requests within the helpdesk ticketing system
• Plans, organizes and performs hardware and software system configuration, installation, upgrades, repair and maintenance on computers and peripheral equipment to include but not be limited to voice, video, data (limited), access (limited), and security; Limited settings and permissions will be provisional
• Responds quickly to malfunctions and provides solutions while making sure the affected computers and network equipment remain functional. Escalates issues that cannot be resolved within an established response time
• Updates department asset inventory whenever changes are made, and assets are moved. Assists with the completion of physical inventory sightings of information technology equipment
• Develops familiarity with (AIRS) Alliance of Information and Referral guidelines for both contact center and data curator
• Manages Information and Referral software and cloud-based telephone system
• Manages trouble tickets with vendors (Information and Referral software and cloud-based telephone system)
• Assists in training staff and volunteers on the use of the Information and Referral software and cloud-based telephone system
• Collaborates with Reporting Analyst on Call Center reports creation and deadlines
• Provides monthly training to ends users with all software used in within the agency
• Provides 24 / 7 support
• Assists IT Manager maintain Intranet
• Perform other duties as assigned
• Serves as a member of the Disaster Relief Team
• Must have a car and valid FL driver’s license to drive from site to site (4 locations), as requested

MINIMUM QUALIFICATIONS :

Excellent customer service skills, flexibility and a strong work ethic

Strong problem resolution skills with ability to meet recurring deadlines

The ability to work independently and in a team oriented environment is essential

Excellent written, oral, and interpersonal communication skills required, with an exceptional ability to communicate technical concepts

2 – 3 years related experience in technical support field (system configuration, installation, upgrades, repair and maintenance on computers); or equivalent combination of education and experience

Knowledge of windows domain administration, directory services, basic network configuration, TCPIP, routing and remote connectivity

Proficiency in MS Office Suite, Office365, MS Windows OS, MS Server Active Directory and group policy, and Adobe Acrobat

Basic knowledge of Servers, Switches, Routers, and Data Center related HW

Knowledge of TCP / IP, DNS, Windows Security

Experience supporting and troubleshooting including : audio / visual video conference systems, multifunction copiers (scanner, fax, and copier), PC Laptops / Desktops, and any call center solution preferably InContact or any other VOIP call center software, preferred

Compensation / Pay Rate (Up to) : $28.00 - $29.00 Per Hour