Job Description

45% Daily Operations

• Resolving simple and basic support issues.
• Documenting and tracking occurrences using a problem tracking database or manual system.
• Monitoring Track-it helpdesk and incoming and outgoing telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Evaluates and prioritizes solutions to problems.
• Coordinate new employee hardware setup.
• Learning all IT Department standards and procedures.
• Developing and maintaining Senior/Director confidence in job knowledge, judgment calls, and awareness of current industry trends and developments.

25% Hardware/Network Supports

Responsibilities include:

• Updating documentation to record new equipment installed, new sites, changes to computer configurations, network configurations, and cabling layouts.
• Establishing and maintaining network users, user environment, directories, and security.
• Installing and maintaining local area network hardware and software, including servers, peripherals, network nodes, terminals, and wiring.
• Monitoring and maintaining network stability.
• Communicating and coordinating network schedule, backups, and downtime to users.
• Assisting in the configuration and maintenance of local area network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, routers, bridges, switches, modems, cabling, and Internet service providers.
• Responding to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs.
• Communicating with other departments to report and resolve software, hardware, and operations problems.
• Researching and evaluating new technologies.
• Coordinating the installation of hardware and software by others.

10% Special Projects

• Completes special projects as directed by the manager.

10% Application Support

• Supporting workstation operating systems, installation, and upgrades.
• Supporting server operating systems, installation, and upgrades.
• Providing workstation support for general software applications (i.e. Microsoft Office, Internet web browsers, utility programs, etc.)
• Supporting workstation and server anti-virus software.
• Supporting workstation and server operating system security updates.

10% Determination

Displays commitment and initiative to meet department and agency education goals as set forth in the organization's education program.

Requirements

Computer Skills

• To perform this job successfully, an individual should have knowledge of Contact Management systems; Database Software; Internet software; Spreadsheet Software; Word Processing Software; Workstation and server operating systems; Computer and peripheral Hardware (printers, scanners, monitors, etc.); Networking hardware.

Education and/or Experience

At least one year of related IT experience and/or training; or equivalent combination of education and experience.