Technology Specialist

Position Overview

The Technology Specialist provides quality telephone, email, and direct first-level support to the IS client community to assist in the resolution of issues related to software, hardware, and security. The incumbent is expected to have in-depth knowledge of desktop workstations, printers, related equipment, Microsoft Windows-based operating systems, and Microsoft Office. This full-time position is part of the Information Technology department and reports to the Manager, Information Technology.

Salary: $26-$36/Hour

Key Responsibilities

• Installs, maintains, tests, and trains advisors and staff in software.
• Receives user requests, responds, and diagnoses problems in person, over the phone, and via chat.
• Supports users in setting up new hardware systems including workstations, printers, and other mobile devices.
• Proactively reports incidents beyond Agency capabilities to the home office IT, ensuring timely handling of all incidents.
• Regularly communicates progress toward departmental goals.
• Distributes and informs users about new procedures, policies, and technologies to ensure compliance and optimum tool usage.
• Produces reports specific to Help Desk requests, including call dates, response times, and call statuses (resolved, unresolved), as required.
• Performs all other duties as assigned.

Required Qualifications

• A minimum of 2 years' experience as a Technology Specialist/Help Desk with proficiency in Microsoft Office software products, specifically Microsoft Word and Microsoft Excel.
• Two-year degree or technical training preferred, or equivalent combinations of technical training and related experience.
• Excellent oral and written communication skills, with a strong focus on customer service and active listening.
• Ability to work effectively as part of a team and cooperatively with co-workers.
• Capacity to work in a fast-paced environment, process work rapidly, prioritize tasks, work under pressure, and manage multiple assignments with limited supervision.
• Willingness to work variable hours as departmental workload fluctuates, including extra hours if necessary to complete assignments.