OHR IT Specialist (799739)

Advanced Network Consulting Inc

21h•Hybrid

About The Position

The Office of Human Rights is seeking an experienced and highly skilled IT Support Specialist with 6+ years of hands-on IT support experience to serve as the primary point of contact for technical issues, troubleshooting, user support, endpoint administration, and ensuring a smooth day-to-day technical operation. This role is a great fit for someone who enjoys solving problems, mentoring junior technicians, owning issues end-to-end, and improving processes.

Requirements

Bachelor’s degree in Information Technology or related field or equivalent experience--Required 10 Years
Strong expertise in: Windows 11; macOS, Microsoft 365, Teams, Outlook, SharePoint/OneDrive--Required 6 Years
Strong expertise in endpoint management tools (Intune preferred; SCCM/JAMF a plus)--Required 6 Years
Strong expertise in basic networking concepts (TCP/IP, DNS, DHCP, routing, Wi-Fi)--Required 6 Years
Strong expertise in hardware setup, configuration, imaging tools, and device lifecycle management--Required 6 Years
Experience supporting remote, hybrid, and on-site users--Required 6 Years
Demonstrated ability to solve complex issues independently--Required 6 Years
Excellent communication, customer service, and technical documentation skills--Required 6 Years
Administer support across multiple office locations--Required
Ability to effectively work in a hybrid environment--Required
Ability to move IT equipment (up to ~35 lbs.)--Required

Nice To Haves

ITIL Certification

Responsibilities

Provide Tier 1–3 support for hardware, software, network, and account issues.
Diagnose and resolve escalated incidents involving Windows/macOS, Microsoft 365, VPN, networks, and business applications.
Perform root cause analysis for recurring incidents and develop long-term solutions.
Deliver professional, customer-focused support to end users, including executive-level staff.
Mentor junior staff by providing guidance on troubleshooting, documentation, and best practices.
Train users on new technologies, tools, and upgrades.
Ensure agency comply with District wide training requirements, IT, data, and telecommunication policies
Manage deployment, imaging, configuration, and refresh cycles for laptops and telecommunication devices.
Administer endpoint management solutions to manage devices in bulk rather than individually.
Maintain hardware inventory, lifecycle planning, and warranty tracking.
Troubleshoot Wi-Fi, Ethernet, VPN, DNS, DHCP, VoIP, and printing issues.
Collaborate with Systems and Network teams including, OCTO, during incidents and scheduled maintenance.
Provide IT support for the organization’s case management system, including access, troubleshooting, and updates.
Work with vendors or internal teams to resolve escalated system issues.
Ensure IT project life cycles comply with District standards, procedures, and required documentation.
Plan, coordinate, and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality.
Prioritize incoming requests, track progress, and maintain performance
Support audits, asset tracking and inventory, and compliance with IT security and operational policies.
Maintain and improve IT documentation, SOPs, and knowledge base articles.
Recommend and implement service improvements and automation opportunities.
Plan and execute data migration activities between systems or platforms.
Validate migrated data and resolve issues related to data transfer or system integration.
Other duties as assigned.