IT Support Specialist

Definition and Examples of Work

• Receive and follow up on technical help requests from end users having problems using computer software and hardware (including peripherals) or inquiring how to use specific software, hardware, or operating systems.
• Pinpoint recurring technical issues and independently investigate and implement solutions to solve those issues.
• Provide on-site support to local office and remote support to satellite offices.
• Provide IT troubleshooting, repair and installation for end users for hardware, operating systems, productivity software, and a variety of other software applications used internally.
• Track inventory of all end user hardware.
• Use IT support ticketing system to document configurations, support issues, and resolutions for team members' reference.
• Keep all parties updated on issue status.
• Work with other IT team members if issues need to be escalated.
• Setup and configuration of new computers and associated hardware.
• Test and install new software applications.
• Procure computers, mobile devices, computer peripherals, printers and multimedia equipment.

Latitude and Impact of Position

This position has most duties assigned then employee arranges his/her work tasks in order to complete duties. Problem solving is usually done independently. Decisions made are reviewed by others. All purchase requests require supervisory approval. Successful completion of job tasks impacts KTA internal systems, utilization of equipment, and customer satisfaction.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Primarily works in a general office setting using computers, electronic devices, phones, and related office equipment, and also uses hand tools.
• Occasionally works in outdoor settings to complete work tasks, with exposure to all weather elements that may include heat, cold, humidity, and dust (occasional).
• May be exposed to moderate noise, fumes or airborne particles due to traffic proximity (occasional) and personal protective equipment may be required.

QUALIFICATION

Required Knowledge, Skills and Abilities

• Proven ability to understand IT helpdesk and system issues, including telecommunications, PCs, operating systems, hardware, software, and peripherals.
• Strong organizational, time management and problem-solving skills.
• Knowledge of Windows Desktop and Server operating systems.
• Knowledge of Microsoft Office products including Outlook, Excel, Word, and Visio.
• Understanding of basic networking concepts.
• Knowledge of using mobile iOS devices.
• Ability to act with a sense of urgency while paying attention to detail.
• Strong independent research skills.
• Ability to train and provide guidance to employees.

Preferred Knowledge, Skills and Abilities

• Bachelor's degree in a related field of study  is preferred.
• Knowledge of Mac and Linux operating systems are a plus.
• Strong documentation skills.
• Knowledge of electronics and electronic equipment in an effort to maintain and repair computers.

Required Education and Experience

• A minimum of an associate's degree in a related field of study or a minimum of one year of equivalent experience.

Certification, License, Registration

• Valid driver license and good driving record.
• IT certifications, preferred

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, walk, sit on a daily basis (frequent)
• Ability to occasionally bend, twist, turn, kneel, squat and reach overhead.
• Occasionally must climb or balance on stairs or a ladder.
• Must be able to speak with and hear others (continuous)
• Uses hands to touch, handle, or feel (continuous)
• Uses hands to grip, grasp, pinch or squeeze (frequent)
• Use vibratory tools (occasional)
• Uses sense of taste or smell (occasional) Must lift or carry up to 25 pounds (frequent) and occasionally lift or carry up to 100 pounds.
• Pushes or pulls weight up to 100 pounds (occasional)
• Must be able to see up close and identify and distinguish colors and/or shapes (continuous)
• Must be able to see at a distance (frequent)
• Must adjust focus, use peripheral vision, and depth perception (occasional)
• Must distinguish sound tones (frequent)

Other Requirements

• Occasional overtime hours may be required.
• Occasional travel may be required.
• On call 24/7