Job Description

Job Summary:

Under general supervision, provides management information system user support on a continuing basis either by phone or site visit for the Dept.of Early Care & Learning. (DECAL).  Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop and conduct training programs for software/hardware users. 

•Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone systems, audio/visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.

•Effectively provides user support over the phone, in person, and via remote tools.

•Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up.

•Assists users with information security and privacy questions; provides directions for the correct action.

•Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony.

•Distributes and reviews user equipment as required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational.

•Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals.

•Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices.

•Creates user support documentation and instructions.

•Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents.

•This individual will work in a team environment, is responsible for IT support 

Qualifications:

•High school diploma or GED AND Six months of education or experience in information security, privacy, system/network administration and support, or application development AND training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.

•Strong knowledge and experience installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems, etc.

•Technical expertise should include Windows 10, MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions, Helpdesk ticketing systems, and Azure.

•Proficiency with imaging laptop computers 20h2, 21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.

•Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC/laptop management via Active Directory, and related software.

•Highly detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills