IT Support Specialist III

The IT Support Specialist 3 will provide advanced help desk and desktop support to CROPP staff. This includes receiving, prioritizing, classifying, documenting and resolving incidents or fulfilling service requests received through the Help Desk via telephone or email.

Essential Duties and Responsibilities

o Perform desktop support and request fulfillment activities including computer builds, fixes, and upgrades

o Test fixes to ensure incident has been adequately resolved

o Apply advanced troubleshooting skills and techniques including but not limited to diagnostic utilities, event logs, knowledge bases, frequently asked questions, Internet resources, and root cause analysis methods

o Tests and monitors software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for user

o Provide recommendations to management to determine requirements for new systems or modifications to existing systems

o Refer major hardware or software problems or defective products to vendors for service using warranty when applicable.

o Perform install, configuration, and maintenance tasks for systems as requested such as printers, appliances computers, projectors

o Record, track, and document identified problems following the problem management process including all actions taken, decisions made until final resolution is achieved.

o Develop help sheets and knowledge base articles for support staff and end users

o Recognize and escalate incidents and problems using established procedures when appropriate to default technician

o Monitor, coordinate, and communicate support resolution in a timely manner

o Other duties as assigned by supervisor.

Additional Duties and Responsibilities

o Provide formal technical training to OV staff

o Participate as subject matter expert in enterprise technical projects and special initiatives

o Field incoming help desk requests from end users via both telephone and emailed work orders in a courteous manner

o Verify and document all pertinent end user information including name, department, contact information, and nature of issue

o Use established triage and classification procedures and provide resolution on first call if possible

o Provide information for identifying potential training materials and/or programs

o Acquire, maintain, and expand, knowledge of relevant products

Knowledge, Skills and Abilities

o Associate Degree in information technology, business, or related technical field is required.

o 5 plus years progressively responsible help desk or technical support experience is required.

o Advanced desktop operating system, hardware and software knowledge with high desire to learn is required.

o Previous experience in a customer service field.

o Proven verbal and written communication skills required.

o Intermediate to advanced experience using Microsoft operating systems and Office products is required.

o Strong critical thinking and problem solving skills is required.

o Experience with Track-It or other help desk software is required.