IT Specialist (Help Desk)

Duties

DUTIES/RESPONSIBILITIES:

• Provide tier one technical support to end-users via phone, email, or in-person, addressing hardware, software, and network-related issues promptly and professionally.
• Troubleshoot and resolve technical problems reported by end-users, including diagnosing and resolving hardware and software issues, performing system backups, and ensuring data integrity.
• Install, configure, and maintain computer systems, software, printers, and peripheral devices.
• Assist in the deployment and maintenance of network equipment, including switches, routers, and wireless access points.
• Create and update user accounts, passwords, and permissions in accordance with established procedures.
• Collaborate with senior IT staff to escalate and resolve complex technical issues, ensuring timely and effective problem resolution.
• Document technical procedures, troubleshooting steps, and support activities in a clear and concise manner.
• Provide end-user training and guidance on technology-related topics, ensuring users are equipped with the necessary knowledge to effectively utilize technology resources.
• Stay up to date with emerging technologies and industry trends, proactively recommending improvements to enhance the overall IT infrastructure and user experience.
• Contribute to the development and maintenance of IT policies, procedures, and knowledge base articles.

Requirements

Conditions of Employment

• Candidates must meet all qualifications prior to the closing date of this announcement.
• Candidates must be a US Citizen.
• This position is subject to a (1) year probationary period.

Qualifications

COMPETENCIES:
Leadership Competencies:

High school diploma or equivalent; Degree in information technology or related field is a plus.

Relevant certifications or experience for IT Fundamentals (ex. CompTIA ITF+ or A+).

A customer-oriented mindset with a strong commitment to providing exceptional customer service.

Strong passion for technology and a desire to learn and grow in the IT field.

Excellent problem-solving, critical thinking, and troubleshooting skills with a keen attention to detail.

Familiarity with modern computer hardware, operating systems (Windows, macOS), and software applications (Microsoft Office Suite, web browsers, etc.).

Effective communication skills with the ability to explain technical concepts to non-technical users.

Ability to work independently and collaboratively as part of a team, managing multiple priorities and meeting deadlines.

Specialized Experience:

Specialized experience includes demonstrating the following:

You must provide clear documentation in your resume on how you meet this experience requirement, or you will be rated ineligible.

Education

A high school diploma or equivalent; A degree in information technology or related field is a plus.

Additional information

You must submit all required information by the closing date. If materials are not received, your application will be evaluated solely on the information available, and you may not receive full consideration or may not be considered eligible. The materials you send with your application will not be returned.

Send only those materials needed to evaluate your application.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above. Additionally, EAC will assess qualified applicants by comparing each candidate's qualifications to those pertinent to the position. EAC will consider relevant skills and experience, education and training, performance, and awards. The skills and experience listed immediately below are of particular importance to the position, and applicants should provide specific detailed information in these areas within their resume or cover letter, where applicable, as part of their application.

• Applicants must be able to work well with a team, but also must be able to work independently with minimal guidance and oversight. Skilled in listening and appropriately responding to the ideas, points of view, or concerns of others.
• Applicants must be comfortable working under short deadlines and providing sound advice under time limitations.
• Applicants must be comfortable addressing a substantial volume of work within required deadlines, use creative problem-solving to address client needs, and maintain organizational and planning skills.
• Applicants must have the ability to respond appropriately to a diversity of groups and individuals in a variety of challenging situations.
• Applicants must have the ability to clearly, succinctly, and convincingly express facts and ideas both in writing and orally.

If you are considered among the Best Qualified, you will be contacted by the hiring manager for an interview.

You will be evaluated for this job based on how well you meet the qualifications above.

If you use public transportation, part of your transportation costs may be subsidized.