IT Support Specialist

Job Description

Position - Status

IT SUPPORT SPECIALIST – RFT

Who can apply?

MEA Employees & General Public

Posting Date

April 10, 2024 12:30PM

Closing Date

Open Until Filled

Department

Infrastructure

Hourly

$32.51 Min DOE

Grade

7

Union Representation

N/A

Hours of Work

8AM-5PM

Work Location

Palmer, AK

PURPOSE

This position is responsible for provision of technical support and training for the Association’s hardware systems and software applications.

ESSENTIAL FUNCTIONS OF THE POSITION

1. Provides technical support to users, responding to a variety of problems concerning hardware and software applications, or questions regarding their use, and coordinates the resolution of more difficult problems with the appropriate personnel.

2. Maintains working knowledge of all hardware and software applications supported by the Information Technology team.

3. Utilizes and monitors the Association’s ticketing system and responds to user issues and requests and coordinates distribution and escalation of tickets within the system.

4. Ensures knowledge base of technical documentation, processes, and procedures is accurate and up to date.

5. Performs installations and maintenance of a wide variety of hardware and software maintained by the Information Technology team, including personal computers, mobile devices, printers, copiers, servers, and network equipment.

6. Monitors issue trends and user requests and performs proactive preventative analysis and maintenance to minimize downtime of supported systems and applications.

7. Provides research and recommendations to meet identified hardware and software needs.

8. Maintains and supports physical and cyber security requirements.

9. Participates in planning and projects as a member of cross-functional and cross-departmental project teams.

10. Develops curriculum for and provides training and/or mentoring of Association personnel in the safe and effective operation of various hardware and software systems.

11. Maintains accurate inventory of deployed and on hand hardware, software, and supplies.

12. Performs both regularly scheduled and as-needed data extracts and reporting for various users and groups.

13. Performs other duties as assigned.

14. Promotes and adheres to MEA’s cybersecurity culture in accordance with MEA’s cybersecurity policies.

15. Provides administrative support for Information Technology leadership team.

16. Creates requisitions and assists in the development of supporting documentation.

17. Provides support for budget and contract preparation and management.

18. Receives and reviews invoices for accuracy.

19. Assists in the creation of documents and presentations.

20. Assists in the development and documentation of Information Technology processes and procedures.

21. Maintains all Information Technology corporate documents, including the Association Policy Manual, Association Tariff, Association Bylaws, and other documents identified by the Information Technology leadership team.

22. Performs the essential functions of the position in a safe and efficient manner.

23. Promotes a safety culture in which safety is a value. This culture is based on joint and individual engagement, ownership, and accountability regarding job safety and responsibility to perform work safely and adhere to safe work practices.

The above items are not intended to be all inclusive of the essential functions or requirements of this type of work as they are subject to change based on operating necessity. The employee will also perform other related business duties as assigned by the immediate supervisor and other management personnel.

ESSENTIAL POSITION REQUIREMENTS

· Qualified candidates are required to have an associate degree in information systems, computer science or equivalent experience.

· Qualified candidates are required to have a minimum of two (2) years’ work experience in the use, maintenance, and support of computing hardware and business software applications, with a background in customer service.

· Specific training or experience in supporting iOS devices and other smart phones, tablets, and similar devices preferred.

· Specific training or experience using Track-IT or similar help desk management software preferred.

· Qualified candidates must have a valid Alaska driver’s license (or ability to obtain as required under State of Alaska regulations) and a driving record, which is acceptable and insurable by the Association and the Association’s insurance carrier at standard group rates.

KNOWLEDGE, SKILLS AND ABILITIES

· Knowledge and skill in safety excellence through active involvement in safety improvement and promote a sense of shared responsibility for safety.

· Knowledge of personal computing devices, including desktop computers, laptops, smart phones, tablets and similar devices in a mixed operating system environment at mid to advanced level.

· Knowledge with the Microsoft Office suite and other common business applications.

· Skill in customer service.

· Skill in effective and professional verbal and written communication.

· Skill in exceptional attention to detail.

· Skill in working independently, efficient prioritization and multitasking in a fast-paced environment.

· Ability to work flexible schedules with occasional required overtime.

· Ability to contribute to a positive and constructive work environment.

· Ability to effectively train and mentor others.

· Ability to quickly learn new skills, procedures and methods, and effectively put them into practice.

· Ability to identify and solve problems in a thorough and logical manner.

· Ability to facilitate cooperation between work groups and work functionally across all levels of the organization.

· Ability to continuously improve based on successes and failures.

· Ability to analyze processes for efficiency and make recommendations for improvements.

· Embrace and embody the Association’s Core Values through decisions, actions, attitude, and behavior to directly contribute to the success of the organization.

PHYSICAL DEMANDS

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position; this list is not inclusive of all the physical demands that may be required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· While performing the duties of this position, the employee will be required to:

- Communicate through speech and hear conversations with others by telephone and in person.

- Use a computer and various business software to create, review, edit, and print a variety of document types, including but not limited to training materials, requisitions, reports, spreadsheets, diagrams, presentations and process and technical documentation.

- Visual acuity to discern writing on paper to include communication with others electronically and reading and analyzing documents and reports via paper and computer format to troubleshoot issues and monitor various agreements, contracts, and office supplies.

- Perform computer hardware and software installations.

- Occasionally lift boxes and equipment weighing up to fifty (50) pounds.

- Operate a vehicle.

- Travel to worksite locations and other Association offices and organizations as needed.

ENVIRONMENTAL CONDITIONS

· The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

· This position primarily works in an office setting.