Information Technology Specialist

Dept/Div: Information Technology/N/A-FLSA Status: Non-Exempt

Performs intermediate technical work providing technical support to users, installing and repairing hardware, installing software on personal computers and printers, maintaining files and records, troubleshooting hardware and software problems, and related work as apparent or assigned. Work is performed under the direct supervision of the Technical Support Manager.

Installs, configures, upgrades and troubleshoots computer hardware; assists with the troubleshooting of network and telecommunications systems; diagnoses, tracks, resolves and documents resolution

Takes ownership of incident and service requests, performing necessary research and troubleshooting, keeping affected users up to date on progress, and ensuring issues are documented, tracked, and resolved in a timely manner

Manages user accounts to ensure compliance with County computer policies and adhere to best cybersecurity practices, including implementing multifactor authentication, enforcing secure password protocols, and ensuring the use of secure access methods

Advises, trains, and assists users with computer hardware, trains and cross trains employees on system operations

Maintains accurate and complete records of computer hardware and software including asset management, user management, replacement status and device health

Performs and schedules hardware and other equipment replacements, improvements, upgrades and repairs in accordance with the County policies and procedures

Performs analysis, repairs, and troubleshoots audio and visual equipment including coordination with A/V vendors when necessary

Implements and maintains cybersecurity measures to protect systems, networks, and data from unauthorized access, breaches and attacks, including performing regular vulnerability assessments and applying necessary patches and updates

Researches and stays up to date with the latest technology trends, practices, and industry standards, and implement innovative solutions to improve system performance, security, and overall IT infrastructure.

Encourages and promotes a culture of excellent service.

General knowledge of the operation, uses and capabilities of computer equipment; general knowledge of methods and techniques used to maintain and repair computer equipment; general knowledge of the principles and techniques used in the preparation of microcomputer system programs; general knowledge of the hazards of the work and of necessary safety precautions; ability to understand and carry out written and oral instructions; ability to read and understand maintenance manuals and to work from sketches, drawings and diagrams; ability to establish and maintain effective working relationships with associates, contractors, vendors and the general public.

Associates degree and considerable experience in computer installation, operations, maintenance and repair, or equivalent combination of education and experience.

This work requires the frequent exertion of up to 10 pounds of force and occasional exertion of up to 25 pounds of force; work regularly requires walking, sitting, speaking or hearing and using hands to finger, handle or feel, frequently requires standing, reaching with hands and arms and repetitive motions and occasionally requires climbing or balancing, stooping, kneeling, crouching or crawling, pushing or pulling and lifting; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, using of measuring devices, assembly or fabrication of parts within arm’s length, operating machines, operating motor vehicles or equipment and observing general surroundings and activities; work occasionally requires working near moving mechanical parts, exposure to outdoor weather conditions and exposure to the risk of electrical shock; work is generally in a moderately noisy location (e.g. business office, light traffic).

Completion of the following certifications is preferred: CompTIA A+, CompTIA Network+, and CompTIA Security+

Favorable background history as determined by review of local, State and Federal records.

Valid driver’s license in the State of Georgia with a favorable driving history (MVR).