IT Support Specialist

Job Title:

Information Technology (IT)

Support Specialist Department:

Shared Services Reports To:

Contract IT Tech Supervisor and NORCOR Business Manager FLSA:

Non-exempt, Part-Time, non-benefited

Hourly Rate:

$32.81 - $34.48/hour

POSITION SUMMARY

The IT Support Specialist is a crucial position within NORCOR. This role works closely with our contracted IT Team to gain in-depth exposure to the strategic and operational functions of our IT department. The IT Support Specialist is responsible for supporting various technology components in the agency including assisting in purchasing, installation, and providing desktop support to staff.

DUTIES AND RESPONSIBILITIES

The below statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

• Respond and resolve in a timely manner to service issues and requests based on established service level agreement.
• Provide technical and desktop support across the agency (software, hardware, and networks).
• Set up and support the employee account lifecycle.
• Perform hardware and software installations, configurations, and updates as needed.
• Troubleshoot and resolve issues with software or hardware.
• Maintain procedures and reports that provide technical support to the entire agency.
• Analyze records and logs to spot underlying trends and potential issues.
• Support the implementation of new solutions or applications.
• Provide great customer service and interpersonal skills.
• Assist in the procurement process of servers, desktop equipment, laptops, and software in consultation with the contract IT Director and the NORCOR Business Manager.
• Maintain software and hardware inventory databases.
• Setup, deploy, and maintain endpoint protection of servers and client systems
• Assist other IT staff as necessary with the following:
• Support video conferencing between remote sites.
• Policy-based user and workstation administration.
• Support for remote access to our network using remote VPN's and other technologies
• Assist with system planning, technical assistance/training to NORCOR staff including formalized and ad hoc training for staff on NORCOR's current network and computer systems.
• Ensure system documentation remains up to date with latest changes.
• Set up remote offices to allow VPN connections back to the central office.
• Must be available to respond to outages during nights or weekends as needed. Occasional, pre-scheduled evening or weekend hours may also occur for system maintenance.
• Perform other projects as assigned.

EDUCATION and/or

EXPERIENCE PREFERRED

Below is an outline of the specific Education type, Experience type or licensure/certification that is required for this role. NORCOR will also consider any equivalent combinations of the qualifying criteria.

• Associate's degree in Computer Science, Information Systems, Data Processing, or related field.
• Two (2) years' experience in information systems or related field.
• Course work towards becoming a Microsoft Certified Professional OR CompTIA A+.
• Knowledge of computer hardware.
• Basic networking principles/technologies.
• Basic knowledge of desktop software.
• Basic knowledge of Microsoft server operating systems.
• Basic knowledge of diagnosis and repair of hardware.
• Customer Service/Client Relations.
• Ability to become CJIS (Criminal Justice Information Services) certified by completing the training and passing the certification process every year.

ABILITIES

Maintain a variety of computer platform and operating systems; work in conjunction with the contract IT Manager/Team and NORCOR Business Manager to detect, analyze and resolve computer software and network problems; interact with users, and provide clear and useful instruction and training; obtain necessary information to correct production problems on a timely basis; methods and techniques of evaluating computer systems hardware and software; identify and monitor potential operational malfunctions; correctly install and maintain computer software and hardware; establish and maintain effective working relationships with users and venders.

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 stand; walk; sit; and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT

Jail and Detention facilities are unique by nature. Communications may be by electronic means, requiring visual and audio queues and codes. The noise level in the workplace is usually moderate but is unpredictable and can escalate to a loud level of abusive verbal sounds and terminology. The level of security is usually secure, but there could be situations where the safety of the employee could be compromised, or the potential of a hostage or threatening situation may be present. There may also be the presence of various potentially contagious bacteria or viruses as well as the possibility of bloodborne pathogens.

Pay:

$32.81 - $34.48 per hour

Work Location:

In person