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IT Support Specialist

TITLE:
DESKTOP SUPPORT SPECIALIST

Qualifications:
2+ years related work experience
B.S. in Computer Science or equivalent desirable
Certifications: A+ preferred; OEM certification (Dell, HP) desirable.
Ability to operate effectively in a team environment
Ability to operate with minimal supervision
Ability to anticipate, identify and resolve problems
Ability to communicate effectively technical information both orally and in writing to management, end users, department members and non-technical audiences
Ability to lift and carry up to fifty pounds
REPORTS TO:
ADMINISTRATOR OF TECHNOLOGY
JOB GOAL:
Responsible for providing district-wide support for Windows and Macintosh systems to minimize downtime and to ensure client satisfaction. Identifies, prioritizes, and resolves desktop and peripheral problems. Activities include recognition, research, problem isolation, resolution, and follow-up. Performs general maintenance, troubleshooting and repair of computer systems and peripherals. Works closely with fellow Technology Department members to design, plan, implement and support district technology to ensure reliable and stable operations.
PERFORMANCE Responsibilities:
In order to fulfill his/her professional responsibilities, the DESKTOP SUPPORT SPECIALIST shall:
1. Develop, test, document, plan, implement, and maintain district-wide Windows and Macintosh desktop hardware and software requirements, configurations, installations, changes, additions, retirements and re-configurations.
2. Maintain the highest level of district-wide customer satisfaction by resolving all tangible desktop and peripheral problems and concerns.
3. Perform routine technical maintenance tasks, troubleshoot and resolve desktop and peripheral problems, and all installations, changes, upgrades and repairs of computers and peripheral equipment.
4. Research, analyze, and evaluate desktop systems and peripheral performance.
5. Recommend enhancements to improve performance levels and optimization of systems resources.
6. Design and/or implement desktop systems restart/recovery procedures.
7. Recommend or direct corrective actions to be taken to circumvent and/or resolve unanticipated emergencies.
8. Strive for improvement, and cost-saving avenues in desktop and peripheral technologies.
9. Design, implement, and maintain desktop systems standards, operational guidelines and specifications.
10. Coordinate with IT staff, users, and vendors to ensure that malfunctions are repaired in timely and effective manner.
11. Plan, implement and maintain desktop equipment inventory.
12. Provide technical assistance to technology staff, desktop users, vendors, etc.
13. Assist, inform and confer with the Department members on planning, projects, operations and installation activities.
14. Keep abreast through formal/informal education, seminars, self-study, and other methodologies of advancements in desktop technologies, diagnostics, systems management, peripheral equipment, etc.
15. Study vendor products and assist in presentations to management related to the purchase and installation of hardware, software, desktop and peripheral equipment.
16. Prepare progress reports for management and provide data as input to management reporting.
17. Maintain the privacy and confidentiality of information, protect the assets of the organization, act with ethics and integrity, report non-compliance, and adhere to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and district policies and procedures.
18. Perform other duties within the scope of his/her employment and certification as may be assigned.

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