Information Technology Specialist

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. We expect you to suggest methods to improve operations, efficiency, and service to our internal and external clients.

IT Helpdesk Operations

• Complete IT Helpdesk requests promptly and escalate tickets as needed to the proper person
• Provide technical end-user IT support via phone, Slack, video calls, and in-person
• Track all IT Helpdesk tickets and responses in the system for accurate reporting
• Serves as a first-line resource for the team for technical related processes, communications, and follow-up requests

Hardware & Software Management

• Follow all standard operating procedures to track all hardware devices and software licenses
• Work with our vendors to maintain the inventory of tablets and computers
• Ordering printers, copiers, ink, etc. for the related copiers
• To maintain the hardware devices there would be a need to visit to the office at minimum probably 2 times per week to properly inventory, reset, inspect, the devices.

Employee Onboarding Process Management

• Create user accounts for various software and apps (Slack, Sugar, Zoom, Gmail, Spotio, Lync, etc.)
• Purchase and set up hardware devices for new employees (computers, tablets, etc.)
• Perform a welcome video call (2 – 4 hours) with all new employees in all departments on their first day of employment to assist them in getting setup with all of the IT related items they will need for their position

Employee Offboarding Process Management

• Discontinue user accounts for various software and apps (Slack, Sugar, Zoom, Gmail, Spotio, Lync, etc.)
• Reassign the user’s info to the proper person

Other Duties:

• Create simple short IT training videos to answer frequently asked questions that can be posted on the Employee Intranet and linked to employees when they ask the IT Helpdesk for assistance that can be answered on the FAQ.
• Work with the Manager/Director to ensure new processes and training initiatives are implemented in a timely and effective manner.