Technical Support Specialist

Job Description

This is technical support work alongside an advanced clerical level. Employees in this class perform a variety of support services directly for computer users in an assigned department, including responding to requests for assistance from a helpdesk, troubleshooting and resolving problems with computers over the phone, by e-mail and in person, and securing the assistance of higher-level information technology staff when necessary. Employees in this class also provide informal advice and guidance, and/or desktop one-on-one training, and/or classroom and on-site training for groups for a wide variety of employees, including managers, supervisors, professional and technical staff and clerical employees.  Expertise with various types of computers, applications and software packages is determined by the operational needs of the assigned department. Employees provide services in a variety of computer environments, including local area networks, wide area networks and terminals attached to a mainframe computer. Employees work under the supervision of an administrative or technical superior.

Essential Functions

Help-Desk Support 

•    Answers users’ inquiries in person and via telephone concerning systems and software operations.

•    Assists end users accessing computer systems and software, including security and password problems.

•    Acts as first level help desk assistant to provide technical support in answering questions pertaining to software applications and computer equipment.

•    Answers, evaluates, and prioritizes incoming telephone calls, voice mail, e-mail and in-person requests for assistance and sets end-user expectations for resolution time and communicates changes in status as necessary.

•    Assists users with the operation of their personal computers.

•    Recommends and/or performs minor actions to correct problems with hardware and/or software on the telephone and in person; refers more difficult problems to technical specialists.

•    Works closely with other IT staff to ensure clear communication on outstanding issues, observed trends in end user support and user problems.

•    Works directly with higher level IT support staff to resolve difficult problems including LAN, WAN and special application issues.

Troubleshooting / Desktop Support

•    Troubleshoots and identifies software, and/or hardware, and/or network, and/or telecommunications problems as called in by end-users, using diagnostic equipment as necessary and follows through to resolution.

•    Provides desktop support of all standard applications including, but not limited to, Windows operating systems.

•    Travels to worksites as necessary.

•    Interviews users to gather information about problems and, if possible, leads user through diagnostic procedures to determine the problem.

 

Standards and Procedures

•    Adheres to security procedures and assists in administration and adherence to established standards and procedures.

 

Installation, Configuration and Testing of Hardware and Software

•    Installs, configures and tests hardware and software to meet user needs, including printers, scanners, telecommunications equipment and network cards.

•    Assists technical staff in installing, maintaining and/or upgrading PC-networked software and peripheral equipment such as monitors, keyboards, printers, cable and wiring connections, phones and audiovisual equipment.

 

Inventory/Product Evaluation

•    Maintains up-to-date and accurate inventory and documentation of software and/or hardware and/or telecommunication system and maintenance log for all service requests and communicates inventory changes, equipment needs and low inventory levels.

•    Reviews, evaluates and makes hardware/software recommendations and discusses with immediate supervisor and other staff.

Training

•    Schedules, conducts and assists in training and instructional sessions for employees in data entry and retrieval procedures, software applications for personal computers, and network and/or Internet, telecommunications and voicemail policies, features and operations.

•    Recommends, provides, and develops training, including development of instructional and reference materials for the training sessions.

 

Data Entry, Maintenance and Retrieval/Report Preparation and General Clerical

•    Enters and/or updates data into system.

•    Maintains information and activities in the databases and maintains integrity of files and follows conventions for the use as required.

•    Creates, updates and maintains automated reporting tools, such as spreadsheets,

•    Reviews source materials and determines data to be entered into database.

•    Retrieves data from computerized records.

•    Executes, prints and distributes reports for departmental distribution.

•    Prepares designs and graphic layouts to be used alone, or with accompanying text, in presentations, newsletters, billing formats, training materials, and a variety of reporting formats.

•    Performs manual record-keeping, document distribution, typing and other clerical tasks; maintains integrity of computerized records and files.

•    Performs related work as required.

Competencies, Knowledge, Skills and Abilities

Knowledge of:

•    Microsoft Office Suite (Word, Excel, PowerPoint, Access)

•    Various software packages and operating systems currently used by the department, including, but not limited to, Windows 10 and 11. 

•    Computer Network system practices

•    Basic LAN/WAN concepts

•    Customer service principles and practices

•    Data entry, maintenance and retrieval procedures

•    Report preparation based on retrieval and formatting of data contained in databases

•    Office practices and procedures 

Skilled in:

•    Written and verbal communication

•    Data entry and retrieval

Ability to:

•    Identify problems, and resolve issues in a timely manner

•    Learn the function, operations and computer needs of the organization supported

•    Learn other department designated application software packages

•    Deliver hands-on and classroom training for individuals and groups of users

•    Service computer devices and to diagnose and resolve stoppages and failures

•    Install software

•    Repair or replace hardware on PC systems, if required by job assignment

•    Install and perform preventative maintenance on printers, scanners and other peripheral equipment, if required by job assignment

•    Work independently in high-paced environment

•    Communicate with all levels of staff

•    Establish and maintain effective working relationships with departmental associates