Information Technology Operations Specialist

Position Purpose:

Supports the efficient and effective operations of Workforce Solutions by providing frontline technical support and assisting with the operation and maintenance of the organization’s information technology (IT) systems. Provides technical assistance to end users, performs routine troubleshooting of hardware, software, and connectivity issues, assists with the deployment and maintenance of IT equipment, and documents support activities to help ensure employees have reliable access to the technology resources needed to perform their work.

This position serves as an entry-level member of the IT Operations team and performs work in accordance with established procedures, technical standards, and direction from senior IT staff. The position requires strong customer service and interpersonal skills, a professional approach to supporting internal customers, and a commitment to continued professional development. Issues requiring advanced troubleshooting, elevated system access, significant system changes, or additional technical expertise are escalated to an IT Operations Specialist II, management, vendors, or contractors as appropriate. Position will be expected to take notes and develop expertise through observation and OJT (on-job-training).

Essential Functions and Basic Duties:

Delivers excellent customer service to internal staff by providing routine problem solving and assistance to end users on hardware, software and basic network issues.

Installs, configures and maintains desktop and laptop computers, printers and peripheral devices in accordance with established procedures and technical standards.

Installs, updates and supports Windows operating systems and business applications; configures and supports Microsoft 365 applications including Outlook, Teams and OneNote.

Assists in setting up new and existing employees with equipment and devices as needed, which may include creating, managing and resetting user accounts and permissions in accordance with established procedures and access controls.

Assists end users with network connectivity and basic network troubleshooting issues and escalates issues requiring advanced troubleshooting or additional technical expertise.

Assists with the implementation of security policies, software updates and antivirus protections; educates end users on basic practices to mitigate the risk of cybersecurity issues.

Supports conference room technology, video conferencing systems and mobile devices.

Documents support requests, troubleshooting activities, resolutions and system changes using the organization’s ticketing system and tracks open tickets to ensure the timely resolution of issues and requests.

Conducts initial troubleshooting of technical issues using established procedures, available documentation and internal resources and escalates complex or unresolved technical issues to the appropriate IT support team members and/or external vendors and contractors, as needed.

Maintains and updates record keeping systems for tracking IT hardware and software assets.

Assists with IT deployments, equipment replacements, upgrades, projects and other operational activities as directed by the IT / Facilities Operations Manager or senior IT staff.

Participates in required training and professional development activities and actively pursues opportunities to enhance technical knowledge, customer service skills and overall job performance.

Pursues and maintains applicable professional certifications and participates in continuing education, technical training, workshops, seminars or advanced education opportunities as appropriate to the position and organizational needs.

Performs other duties as required or assigned.

Minimum Qualification Requirements:

Associate’s degree in Information Technology, Computer Science, Computer Information Systems, Computer Support, Telecommunications or a related field and demonstrated knowledge of basic information technology principles and practices. Relevant work experience, technical training or industry certifications may be considered in accordance with organizational requirements.

Must obtain the following certifications within 12 months (1st Year) on the job: Google IT Support Technician and CompTIA A+. Additional certifications, including Microsoft 365 certifications, may be required based on organizational technology needs and the employee’s professional development plan. Must participate in applicable training and demonstrate continued professional development through industry certifications, continuing education, advanced education or other professional development opportunities.

Demonstrated ability to provide professional, responsive and customer-focused service to internal staff and communicate effectively with individuals of varying technical abilities.

Bilingual in English and Spanish strongly preferred.

Knowledge, Skills and Abilities Required for Success:

Knowledge of:

• Applicable federal, state, and local laws, regulations, requirements, principles and practices.
• Policies, functions and responsibilities of Workforce Solutions.
• A wide range of computer systems software, applications, hardware, networking and communications platforms and devices.
• Microsoft 365 technologies and enterprise systems management.
• Current technological developments and trends.
• Basic cybersecurity principles and organizational security practices.
• Current technological developments and trends.
• Basic IT Service Management and customer support practices.

Skilled in:

• Delivering high-quality, professional customer service.
• Building positive working relationships with internal customers and coworkers.
• Communicating technical information clearly and respectfully to non-technical personnel.
• Identifying and resolving routine computer hardware, software, peripheral, and connectivity problems.
• Following documented troubleshooting procedures and technical instructions.
• Using available documentation, knowledge resources, and training materials to research technical problems.
• Accurately documenting technical issues, troubleshooting activities, and resolutions.
• Managing multiple assigned support requests while maintaining appropriate communication with customers.
• Demonstrating professionalism, patience, accountability, and a service-oriented approach when working with end users.
• Correct usage, grammar, spelling, and punctuation.

Ability to:

• Perform routine preventative maintenance on system software, applications, hardware, networking and communications devices and platforms.
• Track inventory, software, hardware, and other essential work order information.
• Maintain confidentiality.
• Communicate effectively in written and oral form.
• Interpret applicable federal, state and local laws, regulations and requirements.
• Interact and maintain good working relationships with individuals of varying social and cultural backgrounds.
• Follow established procedures and exercise sound judgment within assigned responsibilities.
• Recognize when an issue exceeds established procedures or technical knowledge and appropriately escalate the issue for additional assistance.
• Accept direction, coaching and constructive feedback and apply that guidance to future assignments.
• Take ownership of assigned work and maintain appropriate communication with customers regarding the status of requests.
• Learn and adapt to new technologies, applications, systems and procedures.
• Demonstrate initiative in developing technical knowledge and professional skills.
• Participate in professional development activities, including technical training, industry certifications, continuing education and advanced education opportunities.
• Work in a fast-paced environment and meet deadlines.
• Uphold strong ethics and integrity.

Physical and Mental Job Requirements:

The following represent the physical and mental demands that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to walk;’ user hands to manipulate, handle or feel objects; reach with hands or arms; talk or hear; and lift up to 20 lbs. The employee is occasionally required to stand; sit; climb or balance; stoop, kneel, crouch or crawl; taste or smell; and lift up to 100 lbs. Specific vision abilities required include close, distance and color vision, depth perception and the ability to quickly adjust focus.

Employees must exhibit the ability to deal with a variety of variables, interpret various instructions, perform basic math skills, use decimals to compare ratios and precents, and draw and interpret graphs. Employees must be able to read a variety of documents, prepare memos and report using proper punctuation, spelling and grammar. Employees must communicate distinctly with appropriate pauses and emphasis, correct pronunciation, and variation in word order using present, perfect and future tenses in English.

Working Conditions:

Work is generally performed in an office setting with a moderate noise level and outdoors with exposure to natural elements and hazards. Work may occur after hours and on weekends. Tight time constraints and multiple demands are common. The employee may be required to use protective clothing, equipment, devices and materials to conduct regular work assignments.

Employee Agreement:

I have read and fully understand my job description and all organizational policies pertaining to the use and modification of job descriptions.