SUPPORT SPECIALIST

Mesa County, CO

2d•$27 - $31

About The Position

Provides technical assistance, problem resolution, and training to computer users. Helps users analyze needs, identify hardware and software options, configure systems, and diagnose and solve usage problems. Conducts training sessions, installs or coordinates installation of hardware and software, and maintains knowledge of current hardware and software options. Coordinates with internal IT divisions as needed while troubleshooting or working on projects. Provides first-tier application and hardware support, handles internal service requests received by the Help Desk, and occasionally answers incoming Help Desk calls. Escalates requests requiring second-tier support to other IT personnel. Provides ongoing customer support, needs analysis, hardware and software guidance, and training for new and existing users. Configures, installs, maintains, and coordinates repairs for computers and other technology devices. Supports computing hardware and coordinates with vendors for installation, setup, maintenance, and replacement of devices. Requests or orders hardware and software in accordance with internal purchasing policies and procedures. Installs, configures, and maintains operating systems, upgrades, standard applications, and department-specific applications. Helps users with application features and daily operations, including installation and repair, report generation, and data extraction or importation. Performs other duties as assigned.

Requirements

Bachelor’s degree in computer science or a related field and two or more years of progressively responsible related experience implementing and managing multiple end-user hardware and software applications, including experience working with numerous and diverse end users and groups.
Any combination of education, training, and experience that provides the knowledge, skills, and abilities required for the job.
Ability to stand, stoop, sit, bend, twist, and lift up to 25 pounds.

Responsibilities

Resolves internal service requests received by the Help Desk and occasionally answers incoming Help Desk calls.
Provides first-tier application and hardware support and coordinates requests with the Help Desk.
Escalates and coordinates requests requiring second-tier support with other IT personnel.
Provides ongoing customer support and training, including training for new users.
Assists users with needs analysis and provides direction on hardware and software needs and specifications.
Provides user training through classes, seminars, lunch sessions, over-the-shoulder guidance, and one-on-one instruction.
Coordinates with other IT teams to develop and ensure resource availability and backup and recovery procedures.
Configures, installs, maintains, and coordinates repairs for desktops, laptops, tablets, rugged devices, thin clients, and zero clients.
Supports and maintains VoIP phones, cell and smart phones, conference phones, smart boards, and flat-screen televisions.
Supports and maintains projectors, printers, plotters, fax machines, webcams, video conference equipment, and network appliances; coordinates vendor installation, setup, maintenance, and replacement as applicable.
Orders or requests hardware and software in accordance with internal purchasing policies and procedures.
Assists users with daily operation of computer hardware and other devices, including workstations, keyboards, mice, external monitors, and wireless communications devices.
Installs, configures, and maintains computer operating system software and upgrades.
Installs, configures, and maintains standard applications such as Office Suite, Gmail, Google Apps, browsers, and antivirus software.
Helps users understand software features, including macros, menus, advanced printing, and data interchange and linking between applications.
Supports department-specific applications, including installation and repair, report generation, and data extraction or importation.
Performs other duties as assigned.