IT Specialist

Job Summary: The IT Customer Support Specialist will be responsible for providing first level support for users, ensure currency of information and provide installation and training services as needed. This position also installs, modifies and makes minor repairs to personal computer hardware and software systems, and provides technical advice and support to system users.

Essential Duties and Responsibilities include the following or are comparable to most of the following. Other duties may be assigned.

• Provides telephone and online support to VOA Texas end-users for all IT needs.
• Provides in person support for Houston region.
• Coordinates activities within IT department and provides training as needed.
• Provides updates, status and completion information to Director and/or users, via voice mail, e-mail or in-person communication.
• Identifies and procures the hardware and software needed to satisfy user requirements.
• Installs hardware and peripheral components such as monitors, keyboards, printers and disk drives on users' premises.
• Loads appropriate software packages such as operating systems, networking components and office applications.
• Assists in the customization and adaptation of existing programs to meet users' requirements.
• Connects users to networks and provides training in facilities and applications.
• Administers e-mail and anti-virus systems.
• Ensure that the company applications are being effectively deployed and utilized by our programs and employees.
• Coordinate application installation and acceptance with end users and provide user assistance on application operations.
• Confer with personnel of business units involved to analyze current operational procedures, identify problems, and learn specific input and output requirements such as forms of data input, how data is to be summarized and formats for reports.
• Review computer system capabilities, workflow, and scheduling limitations to determine if requested program or program change is possible within existing system.
• Study existing information-processing systems to evaluate effectiveness and develop new systems to improve production or workflow as required.
• Analyze user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations.
• Upgrades system and corrects errors to maintain system.
• Assists in research and procurement of computer accessories and supplies.
• Identify and implement new technologies to increase features and value.
• Completes any other job assignment as requested.

SUPERVISORY RESPONSIBILITIES

This position does not have direct organizational supervisory responsibilities.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

OTHER

• Time commitment:

• 40 Hours per week (average) for full-time

• Overtime may be required

• If driving for VOA-TX business:

• MVR background check (good driving record)

• Valid Texas driver's license

• Criminal background check

• Approval from BOP to work with Federal clients, if applicable

• Approval from TDCJ to work in TDCJ-funded programs, if applicable

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and must successfully complete any required training and acquire any required certifications within prescribed timeframes. 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.

Competencies

• Strong computer skills, preferably in Windows, Word, PowerPoint, Outlook, database and network systems.
• Must demonstrate very strong written and verbal communication skills, superior organizational and attention to detail skills, and exceptional follow-up capability.
• Excellent organizational, analytical, and time management skills and writing skills required; ability to handle multiple tasks simultaneously and effectively manage shifting priorities.
• Ability to exercise initiative and sound judgment and react with discretion under varying conditions.
• Must have a bias for action, strong work ethic, flexibility, professionalism, customer orientation, and the flexibility to work in a team environment or independently, and under pressure successfully.,
• On occasion, must be able to travel and work weekends
• Ability to work independently with little supervision.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to establish and maintain effective and appropriate relationships with the public, other authorities, agencies, and employees.
• Able to respect and maintain confidentiality at all times.
• Upholds organizational values.

EDUCATION and/or EXPERIENCE:

Bachelor's Degree in business, computer science or related field OR equivalent education and/or experience with two years' experience in IT support.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Texas driver's license with satisfactory MVR record (meets requirements to be insured).

PHYSICAL DEMANDS

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

While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.