IT Support Specialist 2

Job Type: Full-Time (32-40 hours per week), On-site with occasional remote work

Job Description:

We are seeking an IT Support Specialist to join our team, providing essential technical support and customer service to state employees and internal/external customers. This role will be based in the State Accounting Office (SAO) and will focus on troubleshooting, supporting, and maintaining hardware and software systems to ensure end users have the tools they need to perform their duties effectively.

The IT Support Specialist will work closely with internal teams, external service providers, and the agency’s security office to manage end-user devices, provide IT assistance, and ensure a secure computing environment. This is an in-office position with occasional remote work, and the specialist will work regular business hours, Monday through Thursday, with some flexibility for occasional Fridays.

Primary Duties & Responsibilities:

• End-User Support: Provide phone and remote technical support for issues such as new equipment setup, hardware/software problems, SSL VPN issues, suspicious emails, network drive access, and network outages not covered by service providers.
• Equipment & Service Coordination: Work with management and departments to discuss equipment performance and collaborate with service providers to resolve ongoing issues promptly.
• Software and System Maintenance: Coordinate installations, upgrades, and patches for software on PCs and VDIs, ensuring that systems remain up-to-date and secure.
• New Service Rollouts: Support new service or service modifications as required by the Georgia Technology Authority (GTA).
• Vendor Coordination: Participate in regular conference calls with vendors and agency CSM to ensure consistent service delivery.
• Service Requests: Submit ServiceNow requests for onboarding, offboarding, hardware installations, and other IT-related needs.
• System Maintenance & Troubleshooting: Work with service providers to maintain and troubleshoot application issues, particularly for AWS VDI Workspaces.
• Vulnerability Management: Coordinate the identification and remediation of vulnerabilities on VDIs and end-user devices.
• Mobile Device Management: Perform monthly reviews and updates for mobile device management.
• Account Management: Manage network accounts using Active Directory and service providers, including weekly and quarterly reviews of end-user access.
• Ticket Management: Effectively manage and escalate CRM tickets to the appropriate service provider when needed.
• Audio/Visual Equipment Management: Oversee and manage the AV equipment in all conference rooms within the SAO.
• Wi-Fi Management: Manage internal and guest Wi-Fi access points through AT&T to ensure secure network access.
• Training Development: Develop materials and methods to train others on hardware and software applications.
• Customer Service: Deliver outstanding customer service in person, via phone, and email.
• Physical Tasks: Perform lifting and bending as needed to move monitors, laptops, and other IT equipment.
• Other Duties: Perform additional duties as assigned to meet department needs.

Skills and Competencies:

• Strong critical thinking, problem-solving, and analytical skills.
• Attention to detail, self-motivated, and capable of managing multiple tasks simultaneously.
• Ability to go above and beyond in meeting customer needs and expectations.
• High level of integrity, accountability, and reliability.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to multi-task effectively in a fast-paced environment.
• Proficiency with MS Office 365 Suite.
• Experience with ConnectWise Connect and Microsoft Teams for remote technical assistance.

Entry Qualifications:

• Education: High School diploma/GED required.
• Experience: Six (6) months of education or experience in information security, privacy, system/network administration, application development, or IT support.
• Must have the ability to independently provide technical support in an assigned area.

Preferred Qualifications:

Preference may be given to applicants who meet the minimum qualifications and possess:

• Vocational/Technical degree in computer technology or networking from an accredited institution, or one year of experience in the installation and repair of computers and technical equipment.
• CompTIA A+ Certification.
• Ability to analyze and assess customer requests or complaints, evaluate technical issues, and determine the best course of action.
• Ability to communicate effectively, including active listening and maintaining a courteous and professional demeanor.

Work Schedule:

• Work Hours: Monday through Thursday, occasional Friday.
• Schedule: 32-40 hours per week, mainly in-office with occasional remote work.