TECH SUPPORT SPEC III(UNIX/NTW

State of careers Rhode Island

13h•Onsite

About The Position

To be responsible for planning, organizing, supervising, and reviewing the work of a small technical support staff engage in providing systems management, network management, and/or telecommunications management within a designated technical specialty including the diagnosis of operating system and hardware malfunctions; and to do related work as required. Works under the general direction of a superior with considerable latitude for the exercise of independent judgement in the performance of technical support activities; work is subject to review upon completion for results obtained and conformance with established policies, procedures and objectives. Plans, organizes, supervises and reviews the work of a subordinate technical staff and others assigned to assist.

Requirements

A working knowledge of the principles, practices, methods and techniques required in systems, network and/or telecommunications management.
A thorough knowledge of the operating systems, utility and diagnostic software utilized in the area of specialization.
A thorough knowledge of the operational functions and intricacies of the computer, network and telecommunications equipment utilized within a specialty area and the ability to apply such knowledge in diagnosing various technical problems causing system interruptions and malfunctions.
A working knowledge of the personal computer and the ability to utilize it in the specified environment.
The ability to plan, organize and supervise the work of subordinate technical staff members.
The ability to plan and conduct training sessions designed to educate technical, operations and applications staff members regarding new hardware, software and procedures.
The ability to establish and maintain effective working relationships with others.
Related capacities and abilities.
Graduation from a college of recognized standing with a degree in Computer Science.
Employment in a position involving planning, supervising and reviewing the work of a technical staff engaged in providing technical support services in the area of specialization.
Any combination of education and experience that shall be substantially equivalent to the above education and experience.

Nice To Haves

Follow established troubleshooting procedures and knowledge base documentation.
Maintain clear and thorough incident documentation, including troubleshooting steps performed and resolution details.
Prioritize and manage multiple support requests in accordance with service level agreements (SLAs).
Communicate technical issues and resolutions clearly to non-technical end users.
Contribute to knowledge base articles and documentation improvements when appropriate.

Responsibilities

To be responsible for planning, organizing, supervising, and reviewing the work of a small technical support staff engaged in providing systems management, network management, and/or telecommunications management within a designated technical specialty including the diagnosis of operating system and hardware malfunctions.
To be responsible for the installation and maintenance of the mainframe, mini computer and/or network operating systems, as well as data management, telecommunications, performance and capacity management, and utility software within the designated environment.
To be responsible for the implementation of methods and procedures necessary to support all activities related to the installation, change, problem resolution, performance, and operational capacities of systems within a functional area.
To be responsible for providing technical support services to operations and applications staff within other specialty areas.
To assist agencies of state government with the preparation of bid specifications for the procurement of hardware, software and services directly related to specialty area.
To be responsible for planning and conducting training sessions designed to introduce and educate technical staff subordinates with new or improve hardware, software products or procedures.
To be responsible for providing guidance and direction to subordinate technical staff members on problems of a unique or complex nature.
To do related work as required.
Troubleshoot and resolve Microsoft Windows OS issues, including login problems, system errors, application crashes, and performance issues.
Troubleshoot Microsoft 365 applications (Outlook, Teams, Word, Excel, OneDrive, SharePoint) including configuration, connectivity, and synchronization issues.
Diagnose and resolve web browser issues (Chrome, Edge).
Troubleshoot desktop, laptop, and peripheral hardware including monitors, docking stations, keyboards, mice, webcams, and audio devices.
Troubleshoot network printing issues, including printer connectivity, driver problems, queue errors, and print server access.
Assist users with basic network connectivity issues, including Wi-Fi, VPN access, and wired network connections.
Support account and access issues, including password resets, multi-factor authentication (MFA), and basic identity/access troubleshooting.
Perform basic software installation, configuration, and updates according to organizational standards.
Provide support for mobile devices and collaboration tools used in the workplace (e.g., Teams meetings, conferencing equipment).
Assist with device provisioning and setup for new hires, replacements, and hardware refresh initiatives.
Utilize the organization's IT service management (ITSM) platform to log, track, and manage support tickets.
To be responsible for performing a variety of routine technical support tasks, with the area of specialization, directly related to the operation and maintenance of mainframe and minicomputers, networks, and/or telecommunications systems, as well as other directly related systems.
To install and maintain the mainframe, minicomputer and/or network operating systems, as well as data management, telecommunication, system performance, capacity management, and utility software.
To implement methods and procedures necessary to support all activities, within the designated specialty, relating to the installation, modification, problem resolution, performance, operational and planning capacity management of the mainframe, minicomputer and network hardware and software environments.
To design, code, test, and debug specialized software required by the installation.
To install computer peripheral, network, and telecommunications hardware and software as well as diagnose and correct malfunctions involving hardware, software and cabling.
To provide technical support services to a variety of system operation activities including programming, system analysis and other related operations which involve the development, modification or operation of the mainframe, minicomputer, network, or telecommunications operating systems.
To attend training sessions to keep abreast of new or improved software and procedures and, under supervision, to conduct training sessions for other programming and technical staff members.

Benefits

Benefits available to State of Rhode Island employees (referencing http://www.employeebenefits.ri.gov/).
Direct deposit for all employees hired after September 30, 2014.

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