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IT Support Specialist

Company: Northwest Tri-county Intermediate Unit 5
Location: Edinboro
Posted on: May 24, 2023

Job Description:

Position Summary:

The IT Support Specialist responsibilities include but are not limited to; administering client driven services (anti-virus, printing, desktop patching, hardware imaging), maintaining hardware (desktops, laptops, tablets, printers), supporting client side operating systems, supporting client-side applications (MS Office, Adobe, Web Browsers), and offsite hardware support.

Required Qualifications:

Associate's Degree in Information Technology or 4+ years of equivalent work experience)

Desired Qualifications:

Bachelor's Degree in Information Technology or related field

Minimum 4 years of relevant technical experience

Experience creating and maintaining an asset replacement cycle

Experience auditing an asset management system

Experience with delivering client training

Experience with creating IT documentation

Highly Desired Qualifications:

Desired Qualifications as outlined above

CompTIA A+ certification

Experience with administrating a device management software

Experience with administrating an asset management system

Experience with creating an IT budget for areas of responsibility

Essential Functions and Responsibilities:

Configure, install, and support client hardware, both onsite and remotely

Support of all deployed operating systems (e.g., Windows, MacIntosh OS, Apple iOS, Chrome OS, and Android OS)

Independently diagnose and isolate hardware/software problems and coordinate solution response

Use device management software to create processes and procedures to deploy configurations to client devices

Supports other client hardware commonly found in education with a focus on interactive boards, projectors, touch TVs, printers, and other devices used by the IU and our clients

Support of media equipment (e.g., cameras, audio mixers, video mixers, video editing software)

Consult with customers on a regular basis regarding hardware and software needs

Contact software and hardware vendors to request service regarding defective and warrantied products

Test software and hardware to evaluate ease of use and product conformity to IU standards

Manage the asset disposal process per established ITS guidelines

Maintain, utilize, and audit documentation in the ITS documentation repository

Maintain, use, and audit the ITS Asset Inventory system

Create and deliver client training on hardware and software via face-to-face, virtually, or in a bimodal delivery

Consult and collaborate with other ITS specialists to troubleshoot and solve IT issues

Keep current with trends and developments that impact the use of technology within the IU and its customer organizations

Support shared department responsibilities (e.g., helpdesk support, conference room support, remote video recordings, DR planning & documentation, and employee trainings)

Utilize the helpdesk system to manage client support requests

Assist the Director or Supervisor in analyzing helpdesk support requests to identify service improvements

Assist the Director or Supervisor in creating and maintaining a replacement cycle consistent with service area needs and ITS guidelines

A focus on customer service to meet the IT needs of IU5 employees and the organization

Diagnose and isolate hardware/software problems and coordinate solution response

Support video conferencing, technologies including integrations, and training

Ensure the accuracy of the asset database

Coordinate and troubleshoot IU5 forms

Support and troubleshoot software utilized by the Intermediate Unit

Perform other duties as assigned

Performance Factors/Job Competencies:

Ability to work effectively in a collaborative team environment and/or independently with minimal supervision

Maintain and improve technical skill set through trainings, classes, journals, and web research

Communicate effectively, both orally and in writing, to explain complex instructions in an easily understandable fashion to technical and non-technical clients

Knowledge of state and federal laws that impact the organization.

Maintain a customer first perspective and focus on customer service to meet the IT needs of IU5 employees and IU5 customers

Make decisions consistent with the IU mission and core valuesEstablish and maintain effective communication and positive relationships within the IU5 and external organizations

Work Environment:

This job operates in a professional office environment. Incumbent must be able to sit at desk for extended periods of time. This role routinely uses standard office equipment with a vast majority of the time utilizing computer to complete daily tasks. Due to travel outside of the home office, candidates are required to have a vehicle and valid driver's license to attend job related duties, meetings, seminars, and trainings.

Physical Demands: (% of time)

Standing: Occasionally (

Sitting : Frequently (

Lifting: 0-20lbs. Often (30-60%); 20-50 lbs. Occasionally (

Travel: (Within IU service area, intrastate, nationally): Often (30-60%)

Pushing/Pulling: Occasionally (

Manual Keying/Data Entry: Often (30-60%)

Keywords: Northwest Tri-county Intermediate Unit 5, Erie , IT Support Specialist, Other , Edinboro, Pennsylvania

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