IT Support and Training Specialist

Grade 13

Under supervision of the IT System Administrator, the IT Support and Training Specialist’s role is to assist staff in the corporate office and remote locations with technical support and training on computers, software, VoIP phones, mobile devices, and related office technology. The employee will also assist and backup the System Administrator in the maintenance and testing of network servers and other duties as needed. 

Examples of Key Duties

• Install, assemble, configures, and maintain computers, monitors, software, VoIP phones, and peripherals such as printers, scanners, video conferencing equipment, projectors, cameras, and other IT related items
• Troubleshoots problems with IT systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required both in person and remotely
• Work with vendor support contacts to resolve technical problems with IT equipment and software.
• Make hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services
• Coordinate, schedule and conduct technical training for new hires and current employees
• Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials for IT equipment and software
• Identify and assess technical training needs of staff by conferring with directors and supervisors or conducting surveys
• Produce training materials for in-house courses as appropriate. Amend and revise materials as necessary, in order to adapt to changes that occur
• Periodically, evaluate training effectiveness
• Assist with moving of office furniture and equipment
• Backup System Administrator as needed
• Contributes to the professional reputation of the agency

Skills:

• Hands-on hardware and software troubleshooting
• Effective interpersonal and relationship-building skills
• Communicate technical information effectively, both verbally and in writing, to non-technical users.

Knowledge:

• Excellent technical knowledge of computer hardware and Windows operating systems, including Windows XP and Windows 7.
• Excellent knowledge of Microsoft Office applications including Office 2010 & Office 2003.
• Good General knowledge of network concepts such as IP addressing, subnet masks, network ports, QOS, VLANs, firewalls, etc.

Abilities:

• Hearing and speaking ability sufficient to communicate with other individuals in person and over the telephone.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Ability to present ideas in user-friendly language.
• Ability to work independently within established guidelines.
• Ability to lift and transport heavy to moderately heavy objects, such as computers, peripherals, and office equipment, on a regular basis.
• Ability to sit continuously at a computer terminal for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Ability to travel by small airplane and ferry.
• Ability to work flexible hours

Required Training, Experience, and Qualifications:

• Minimum 2 year experience in the following:
1. supporting Windows based desktop/laptop PCs, preferably in a corporate environment.
2. troubleshooting hardware/software issues and replacing hardware on both desktop and laptop PCs
3. installing software, patches, & updates
4. troubleshooting basic network, software, and printing problems
5. setting up and configuring various electronic devices such as TVs, DVD players, Cameras, Video cameras, etc.
• Must also come with strong customer service experience, a valid driver's license, and a high school diploma or equivalent
• Must be able to satisfactorily pass a thorough background check
• Working at Community Connections involves commitment to the mission and core values of the organization

Preferred Training, Experience, and Qualifications:

• Experience working in a Microsoft Active Directory environment
• Experience with the Microsoft server products Exchange, SharePoint server, Remote Desktops for Applications, or SQL server
• Experience managing mobile devices such as cell phones and tablets in business environment
• Knowledge of basic web design and programming
• Certifications such as A+, Network+, or MCP
• Experience teaching, especially IT related topics