Information Technology Support Specialist I

Information Technology Support Specialist 1

Starting Pay Range $22.11 - $26.01 per hour

Job Summary: Perform desktop and mobile device configuration and installation of the operating system, new releases and upgrades. Perform hardware setup. Monitor all incoming calls, e-mails, and IT system alerts. Respond to end user support issues and manage calls through an electronic ticketing system. Consult with lead support specialist and IT staff on problems and escalations as necessary. Promote systems stability, security and data protection. Perform additional functions incidental to support and support desk activities, to include staff and user training.

Reports to: IT Operations Manager

Education/Experience/License/Certification:

• Associate's degree in Computer Information Systems or related field. Certifications and/or three years' experience in a technical support role may be substituted for Associate's Degree.
• Two years' experience in the installation and maintenance of end user systems preferred.
• One years' experience in a help or support desk environment, both via telephone and in person preferred.
• Valid driver's license and auto insurance as required by law.

Required Travel: Frequent travel is required including day-to-day local travel for business meetings, community events, etc., of which some may occur during evenings and weekends.

Knowledge/Skills/Abilities:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of operational characteristics of a variety of computer platforms, networks, software applications and operating systems.
• Knowledge of methods and techniques used in the installation, testing, troubleshooting and maintenance of iOS devices, macOS, PCs, servers, peripherals, and network-related hardware, software, and information security.
• Knowledge of principles and practices of customer service and of providing user assistance.
• Skill and ability to recommend, implement, install, maintain, and troubleshoot appropriate technology to meet client needs.
• Skill and ability to communicate clearly and concisely, both orally and in writing.
• Superior interpersonal and customer services skill: ability to establish and maintain effective working relationships with those contacted in the course of work.
• Competency and proficiency in Windows client operating systems. This includes the ability to troubleshoot problems, find the source of the problem, and implement the fix.
• Competency and proficiency in Microsoft Office applications including Word, Excel, Outlook, PowerPoint, SharePoint, and Teams.
• Ability to develop knowledge of other applications in use at Pueblo Community Health Center for the purposes of installation, maintenance and troubleshooting.
• Knowledge of TCP/IP networking connectivity from a client and application connectivity standpoint, and from the standpoint of connecting to the Internet.
• Ability to learn new technologies and receive training to improve skills.
• Preferred skills include competency in working with Virtual Private Network and Active Directory.
• Working knowledge of network technology (including Windows Server), and the Internet.
• Able to provide after-hours support as needed.
• Well-organized and able to work well with non-technical staff.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensure the function and activities of this department to embrace the philosophy, mission, values and Communicate with Heart service model supported by the Board of Directors of Pueblo Community Health Center, Inc.
• Adhere to the guidelines and procedures of Pueblo Community Health Center, Inc.
• Assist in the operation and maintenance of PC equipment, printers and related equipment in support of an assigned area and respond to user complaints and inquiries.
• Troubleshoot, diagnose and resolve PCs, and other computer-related equipment problems to ensure functional operation.
• Perform back-up procedures for all user files; coordinate restoration and retrieval of files as needed; maintain all files in an accurate and efficient manner.
• Download data from trusted resources to various computer systems/platforms.
• Coordinate and install components, peripheral equipment and software into stand-alone or network connected computer devices at client work locations.
• Study existing information processing systems to evaluate effectiveness and develop specifications for new systems or prototype systems to improve production or workflow as required.
• Upgrade computer application system software and troubleshoot errors to maintain system after implementation.
• May perform select system administration duties including user and group management in Active Directory, Azure Active Directory and Microsoft 365 Admin Center.
• Coordinate with outside vendors and consultants on equipment purchases, network management, configuration, and any needed technical support.
• Coordinate and conduct user training, education and problem-solving sessions; counsel users regarding system functionality.
• Assist with installation and troubleshooting of network components and equipment, including cabling, drop points, network interface cards, switches and wireless access points.
• Perform preventive maintenance to preclude major network outages or degradation to customer service.
• Perform related duties and responsibilities as required.

The above duties are not all inclusive and are not intended to limit or define the duties that may be assigned.

Physical Demands:

The physical demands described here are representative of those that are typically required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee frequently communicates with employees and the public while performing other routine office tasks and must be able to exchange accurate information.
• The employee frequently retrieves and disseminates information using written materials and computers.
• The employee frequently observes, receives and otherwise obtains information from all relevant sources and identifies information by categorizing, recognizing differences or similarities, and detecting changes in circumstances or events.
• The employee frequently analyzes information and evaluates results to choose the best solution and solve problems.
• The employee frequently operates computers and other office productivity equipment.
• The employee occasionally remains in a stationary position while performing routine office tasks such as operating equipment.
• The employee frequently moves about the office and other facilities; and positions self while performing routine duties such as accessing files and troubleshooting equipment.
• The employee occasionally moves or positions objects weighing up to 25 pounds while performing routine office duties such as opening file drawers, moving files, moving computers, etc.

Closing Date: Open until filled.

Pueblo Community Health Center is a tobacco-free workplace. EOE

Apply online at Pueblo Community Health Center