Overview Handle incoming computer and phone support requests to our platform, enforcing process compliance and appropriate ticket prioritization. Provide hardware and software support to all computer users around the agency. Setup computer hardware and software as required. Train end users in the proper use of applications. This position embraces diversity in all its forms and strives to create an inclusive, welcoming environment where every individual feels valued. They demonstrate cultural awareness and actively support a culture of equity and inclusion. Responsibilities Primary duties and responsibilities include but not limited to: Operates the agency's IT help desk, providing first-line technical support to end users for hardware, software, network, and application-related issues. Diagnoses and resolves end-user technical problems, coordinating with vendors or higher-level IT staff for complex repairs or escalations. Manages the installation, configuration, relocation, and decommissioning of computers, peripherals, printers, and other IT equipment. Installs, upgrades, and maintains approved software applications, ensuring compatibility and proper licensing. Maintains accurate and up-to-date inventory records of all agency IT hardware, software licenses, and related assets. Enforces IT policies, standards, and procedures related to hardware/software usage, security, and acceptable use across the organization. Delivers informal one-on-one and small-group training to staff on the effective use of hardware, software, and agency systems. Assists in the implementation and support of new technology deployments, system upgrades, and IT projects as directed. Performs other duties and special projects as assigned by the supervisor.

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This job description is not intended to be an exhaustive list of all activities, duties, or responsibilities required of the employee. Responsibilities and tasks may evolve or change at the discretion of the organization. Qualifications BS in Computer Science required; A+ or Networking related certificate preferred. 2 years Network Operating Systems experience preferred. 2 years' experience with supporting Microsoft Office Suite of applications preferred. Strong troubleshooting, analytical, and problem-solving skills. Good interpersonal skills and the ability to work with technical and non-technical personnel.