Job Description Job Description: This position serves as Information Technology Support Specialist responsible for agency-specific end-user support services and systems access requests. Provides problem management, troubleshooting, and escalations to resolve customer IT issues. Support user inquiries associated with Microsoft Desktop products including, but not limited to Windows, SharePoint, MS Office Suite, and Gmail. Support IT Security group with the approval of new and existing software requests, administrative accounts, account provisioning, and de-provisioning of user accounts, firewall requests, and security groups. Manage Agency Information Security Awareness user accounts. Assist in documenting processes and creating tech tips, job aids, and other tools to enhance customer experience. Provide IT training to customers to ensure the successful use of IT equipment and applications. Provides friendly and courteous customer service to all users; develops and maintains positive relationships with system owners, users, and developers; Able to work independently, assuming responsibility for specific critical projects/systems such as preparing detailed statistical reports, records, and documents to support administrative activities related to inventory, maintenance, and tracking of agency hardware, equipment, etc. Work collaboratively as a team player with other services support staff members, maintaining constant communication with each other as well as backup staff as it relates to current activity, procedural changes, and scheduling; responsible for timely communication of issues and outages to the user community, peers and the development team; follow up with users prior to any major implementation for validation pre-implementation tasks; documents user issues in the OIM issue tracking tool. Asset management support activities including hardware asset Moves, Adds, Changes, and Deletes (MACD). Software management and deployment. Support VITA statewide infrastructure upgrades and improvements including network connectivity, telecommunications, and networked print devices. Reviews and recommends procurement of technology hardware and software. Skills: Knowledge of IT infrastructure, mapping network drives, and software installation. Knowledge of telephone etiquette and problems related to computer hardware and software. Excellent Word; Excel; Google/Google Suite; analytical skills; customer service; keyboarding; problem solving; troubleshooting; spelling and grammar. Ability to communicate effectively, verbally, and in writing with individuals and groups. Strong Customer Service skills that include a customer first attitude. Ability to multitask; remain calm and patient; work independently and as a team member; provide clear and accurate explanations; Follow standard operating procedures and guidelines; handle difficult customers using tact and diplomacy; navigate within application systems. Be able to distinguish between software and hardware issues; understand changing technologies; maintain confidentiality. Make decisions using independent judgment; set priorities; work well under pressure; and triage and elevate issues when necessary. Experience analyzing and researching customer issues/complaints. Experience on a technical help desk; supporting and testing custom-built applications; and working with issue-tracking software. College degree in Computer Science, Information Systems, or related field or equivalent combination of training and experience. VITA Experience. Some knowledge of commonwealth agency telecom. 2-year Service Now experience.
