IT Support Specialist

Overview

Under the direction of the Technology Manager, the IT Support Specialist provides technical support to all aspects of technology and is responsible for installation and maintenance of the software, hardware and related peripherals while ensuring optimal system performance. Provides hardware and software support for users according to established policies and procedures in a timely, professional, and accurate manner. Maintains confidentiality of all privileged information throughout the NAPI organization.

Responsibilities

• Develops and maintains a working knowledge of both hardware and software components for all NAPI technology systems.
• Responsible for all maintenance aspects of the NAPI Technology Systems; installation, maintenance and upgrades on all of the following :
• Network servers
• Switches
• Wireless units
• Computers
• Printers
• Telephones
• All related application software
• Monitors the IT help desk routinely throughout the day to appropriately triage and respond to the tickets in order to maintain a high-level end user satisfaction.
• Assists with the development of Standard Operating Procedures (SOP) for all NAPI technology equipment and systems.
• Assists with training and supporting of all NAPI personnel in the daily use / functionality of all technology systems.
• Assists with evaluating and maintaining computer hardware / software, network resources, and all other technology-related systems and equipment to ensure alignment with the NAPI mission.
• Attends training necessary to maintain and support the technology used by the NAPI Organization.
• Works with support contract companies to maintain existing contracts and performs necessary periodic maintenance, configuration and upgrades to technology related hardware and software.
• Assists with the data backup procedures and storage of backup media.
• Oversees the daily performance of computer systems.
• Answers user inquiries regarding computer software or hardware operation to resolve problems.
• Enters commands and observes system functioning to verify correct operations and detect errors.
• Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Installs and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Refers major hardware or software problems or defective products to vendors or technicians for service.
• Assists in developing training materials and procedures, or trains users in the proper use of hardware or software.
• Confers with staff, users and management to establish requirements for new systems or modifications.
• Inspects equipment and reads order sheets to prepare for delivery to users.
• Regularly participates as scheduled in the IT on-call rotation.

Other

Seniority level

Employment type

Job function

J-18808-Ljbffr