Under general supervision, provides management information system user support, either by phone or site visit. Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop/conduct training.
The IT Support Specialist works and communicates with state employees, internal customers and/or external customers to provide information and services targeted to meet customer expectations. This position will work and communicate within the State Accounting Office (SAO) to provide end users with equipment and ensure all installed applications and hardware are working properly. The IT Support Specialist will work with the GETS Service Desk to help end users troubleshoot and resolve issues related to hardware, software, SSL VPN or other GETS services that are not supported by the GETS Service Desk and Service Providers. The IT Support Specialist will work with the agency’s security office and service providers in ensuring end user devices and accounts are protected against cyber threats and vulnerabilities. This position is required to have prompt, regular attendance, and be available to work on-site, in person, during regular business hours.
Entry Qualifications:
High School diploma/GED and six (6) 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.
Primary Duties & Responsibilities:
•Support end users via phone and remote support tools for issues such as new equipment setup, hardware, software, SSL VPN, suspicious emails, network drive access, network outages, etc. that are not covered by service providers.
•Work closely with management and departments to discuss equipment performance and coordinate with service providers to resolve agency- wide and recurring issues promptly.
•Coordinate software installations, upgrades, and patching on PCs and VDIs, ensuring systems are up to date and secure.
•Coordinate new service or service modification rollouts as required by Georgia Technology Authority (GTA).
•Participate in weekly and monthly conference calls with vendors and agency CSM as required by GTA
•Submit ServiceNow requests for onboarding, offboarding, hardware installs, and other IT related requests as needed
•Work with service providers to coordinate system maintenance and troubleshoot application issues for AWS VDI Workspaces.
•Coordinate vulnerability identification and remediation on VDIs and end-user devices
•Perform monthly review and updates for Mobile Device Management.
•Manage agency’s network accounts through Active Directory and service provider
•Complete weekly and quarterly access reviews for all end user accounts.
•Manage CRM tickets and escalate to appropriate service provider when necessary.
•Oversee and manage Audio/Visual equipment in all conference rooms within SAO
•Effectively manage time to ensure tickets are responded to in a timely manner.
•Manage internal and guest Wi-Fi access points through AT&T to ensure secure network access
•Develop materials and methods to be used in training others in the use of various hardware and software applications
•Deliver excellent customer service in person, via phone, and via email.
•Lifting and bending, including moving monitors, laptops, other equipment as needed
•Perform other duties as assigned.
Skills and Competencies:
•Demonstrate critical thinking, strong problem-solving and analytical skills.
•Must be detail-oriented, self-motivated, and able to handle and prioritize multiple tasks to meet deadlines.
•Ability to go beyond expectations, being persistent in satisfying customers.
•Candidate must possess integrity and demonstrate accountability, respectability, responsibility, and reliability.
•Strong interpersonal, written, and verbal communication skills
•Ability to multi-task in a fast-paced environment
•Proficiency with MS Office 365 Suite
•Proficiency with ConnectWise Connect and Microsoft Teams for remote technical assistance
Preferred Qualifications:
Preference may be given to applicants who, in addition to meeting the Minimum Qualifications, possess the following:
•Vocations/Technical degree in computer technology and/or networking from an accredited college or High School Diploma or GED and one year of experience in the installation and repair of computers, communications, or technical equipment
•CompTIA A+ Certification
•Ability to analyze the customer’s request or complaint, evaluate issues and determine the correct course of action Ability to effectively communicate verbally including a good speaking voice and use of proper grammar, active listening skills and a pleasant and courteous manner
Required/Desired Skills
| Skill | Required /Desired | Amount | of Experience |
|---|
| Proficiency with ConnectWise Connect and Microsoft Teams for remote technical assistance | Required | 3 | Years |
| Experience helping end users troubleshoot and resolve issues related to hardware | Required | 3 | Years |
Questions
| No. | Question |
|---|
| Question1 | Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement? |
| Question2 | What is your candidate's email address? |
| Question3 | If selected for engagement, your candidate's hourly Pay Rate must be at least - per hr. Your candidate can be paid more; however, the hourly SRP Rate cannot exceed - per hr. Do you agree to these requirements? |
| Question4 | The maximum mark-up for this engagement’s SRP rate is 35%. To be competitive on pricing, a mark-up below the 35% threshold is suggested. Do you agree to propose a mark-up at or below 35%. |
| Question5 | This assignment is contingent upon customer renewal and availability of adequate funding. Do you agree to this requirement? |
| Question6 | If selected for engagement, your candidate will be expected to start no later than 2 weeks (10 business days) after the client's selection date? Do you agree to this requirement? |