Computer Support Specialist

MINIMUM TRAINING AND EXPERIENCE:  Requires an associate’s degree in information technology with a minimum of 3 years of responsible experience with knowledge of Windows client/server environment, network systems operations, security, computer hardware/software applications, local and wide area networks, e-mail, and internet use, cyber security; or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.

ESSENTIAL JOB FUNCTION INCLUDE, BUT NOT LIMITED TO:

Works with the Director of Information Technology to coordinate with all departments to develop and implement short- and long-range plans to meet each department’s technological needs and promote and enhance the productivity and compatibility of each department’s activities.  Works with each department to identify and develop potential new technological applications that would promote the most effective productivity for each department’s operations.

Provides IT Help Desk support on various applications and hardware including Microsoft Office, MS Windows, internet, intranet, email, email filtering, budget application, printers, desktop computers, notebook computers, tablet computers, and proprietary applications.

Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

Updates and assists in maintaining the company website and intranet site.

Works with the Director of Information Technology to ensure the department plans/needs fit in with the CPW’s overall goals and objectives.

Works with the Director of Information Technology to establish both internal and external policies and procedures for the most effective and secure operation of the computer/information network system.

Ensures the proper installation, testing and problem resolution of vendor software and hardware. Interfaces with hardware and software vendors and consultants to ensure proper operation of computer equipment.

Maintains an inventory of PC, Server, Tablet, laptop, Network switch, printer, UPS, and other IT hardware listings up to date. Instructs users in the use of new equipment and programs.

Diagnoses computer systems and related equipment for problems including user created, hardware related, software related, etc.

Performs moves, adds and change requests as they are submitted by Directors.

Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring server operations.

Assists in maintaining an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment.

Assists in managing network intrusion detection and prevention systems. 

Assists in providing security awareness training.

Fields incoming Information Technology help requests from end users and CPW customers via telephone, help desk ticket, and e-mail in a prompt and courteous manner.

Assigns help desk tickets to the appropriate IS staff member or outside support contractor.

Coordinates with Director of IS to escalate tickets when necessary.

Monitors tickets to be sure they are documented properly, closed on completion, and prevent (where it is possible) tickets from becoming stale. Assists in project rescheduling when emergency projects interrupt the schedule.

Coordinates with the Director of Information Technology on additions/deletions or changes to network system users.

Accurately documents instance of desktop equipment or component failure, repair, installation, and removal.

Assists in departmental monthly reporting; preparing bid packages; hardware and software orders.

Files receipts, packing slips, etc. for equipment orders.

Performs audio/visual support in meeting and conference rooms.

Prepares, reviews and receives records and documents such as help desk tickets, emails, spreadsheets, reports, receipts, packing slips, bid packages, various software and hardware monitors, etc.

Refers to web pages, various procedure manuals, computer manuals, policy manuals, etc.

Interacts with CPW computer users, CPW customers, information System staff, contractors to CPW, the Director of Information Systems, etc.

Utilizes software programs such as internet browser, Word, Excel, Outlook, etc.