IT Support Specialist 3

Under direct supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems.

Short Description:

This position is looking for an IT Support Specialist 3 who will maintain business applications and critical infrastructure and provide management and support for additional DDS systems (e.g., Nemo Q/GALA, VRT cameras, A/V, mobile systems). Experience providing operations support to triage production incidents and engage with respective partners to restore services and post incident review to prevent future occurrences. This position will require an individual who is willing to continuously learn and remain current and knowledgeable about emerging IT technologies.

Specific Duties Include:

• Maintaining cost-efficient, scalable cloud environments for the organization.
• Understanding business objectives of the company and creating cloud-based solutions to facilitate those objectives.
• Designing, building, and maintaining internal cloud applications for the organization.
• Keeping up to date on best practices in cloud computing and making improvements to the cloud infrastructure of their company or organization.
• Making hardware and software recommendations for the organization, based on needs of the project and organization.
• Experience in automation and provisioning technologies, such as AWS CLI and Terraform.
• Monitors Service Now ticket queue, responds to tickets in a timely manner and provides follow-up with end users.
• Provides customer support in supporting software, configurations, and business submission processes.
• Looking for ways to improve operations within company to digitize common tasks.
• Keeping data leakage and downtime to an absolute minimum.
• Assists other members of the IT Infrastructure team.
• Monitors ticket activities and provide escalation when needed.
• Troubleshoot and support PC, laptop (Win 10/11), scanners and local and network printers, google print, chrome boxes and other field system support.
• May act as an administrator or agency subject matter expert for lobby management software or other DDS applications as needed.

Minimum Qualifications:

Bachelor's degree from an accredited college or university in a related field such as computer and information technology, computer science, software engineering AND three years of related experience. OR Associate's/Vocational/Technical degree in a related field such as computer and information technology, computer science, software engineering from an accredited college or university AND five years of related experience. OR One year of experience at the lower-level IT Support Specialist 2 or position equivalent.

Competencies Needed:

• 2-3+ years providing IT support and management experience
• Professional certification (e.g. A+, Network+, Cloud+ or equivalent)
• Experience with using ServiceNow.
• Ability to present ideas in business-friendly and user-friendly language.
• Excellent communication and interpersonal skills are essential.
• Must be a result and goal-oriented individual with the persistence and patience necessary to work effectively with a variety of internal and external constituencies.
• Must have the ability to detect emerging trends and make recommendations for change.
• Experience with installation, maintenance, and troubleshooting of desktop computer hardware, operating systems, and application software in a multi-computer environment.
• Display current knowledge of technologies (computer systems, mobile devices, and technology products).
• Experience with resolving TCP/IP network issues.
• Experience or the ability to learn how to effectively maintain and support video conferencing, A/V and dash cam software and equipment.

Required/Desired Skills:

• Proven problem-solving skills. Required
• Georgia DDS Bachelor's degree from an accredited college or university in a related field such as computer and information technology, computer science, software. Required
• Knowledge of basic network troubleshooting. Required
• Knowledge of Microsoft Windows Active Directory Domain Name Service and Dynamic Host Configuration Protocol. Required
• Experience with installation, maintenance, and troubleshooting of desktop computer hardware, operating systems, and application software. Required
• Knowledge of Microsoft Active Directory local and group policy. Required
• Professional certification (e.g. A+, Network+, Cloud+ or equivalent) MUST UPLOAD CERTIFICATION Required
• Experience with using ServiceNow Required
• Experience with resolving TCP/IP network issues Required
• Experience in automation and provisioning technologies, such as AWS CLI and Terraform Required