technical support

Technical Support Specialist 1

Industries of the Blind

Technical Support Specialist 1

The Technical Support Specialist I am responsible for supporting the organizations’ s computing, information, and other technology systems and applications, in addition to providing user support at all locations.Responsibilities include help desk support, software maintenance, server support, systems maintenance and hardware maintenance. At the direction of the Director of Information Technology, this position ensures that all technology works effectively to meet the organization’s goals and objectives. Other related duties may be assigned. The Technical Support Specialist I role will be providing additional support to our existing team by supporting our current ERP system.They should be able to assist with workflows, training, system configuration and network related tasks.They will need a good understanding of a Microsoft Windows Workstation and Server environment.

Job Duties and Responsibilities:

User Support/Help Desk

  • User Support- promptly deliver technical support to all agency staff for computers, printers, copiers, network connectivity, software applications, desk phones, cell phones, peripherals and other technology.

  • Help Desk Support- provide telephone and remote access support to staff as possible to improve response time and efficiency and reduced travel costs.

  • Technology Provision- configure and deploy new and replacement technology to users as provided in line with the agency budget.

  • Technology Training- deliver adequate training to equip staff for proficient use of technology and applications. This training should include instruction in appropriate use, and privacy, security, and software compliance.

Network Operations and Administration

  • Network Administration-as assigned by the Director of Information Technology, maintain user accounts, user access to network resources, applications, and systems, and user access to web and cloud services to assure agency policy and regulatory compliance.

  • Inventory Control- maintain an accurate and inventory of all technology related inventory including location assignment, serial number, use, warranty and lease expiration, and software licensing.

  • Emerging Technologies- Stay abreast of emerging software, hardware and operating system trends in network, workstation imaging, security, and peripherals, evaluate new technology in these areas for its possible use within the agency

IT Initiatives and Projects

  • At the Director of Information Technology direction, plan and lead technology projects; software deployments, system upgrades, data migrations, and other initiatives.

JOB Required Skills:

  • Associate degree (A. A.) or equivalent from two-year college or technical school with an emphasis on computer science or Information Technology.

  • Two years related experience and/or training; or equivalent combination of education and experience.

  • Requires the knowledge and ability to plan, coordinate and provide the installation, testing, operation, troubleshooting, and maintenance of information systems hardware and software.

  • Candidate should have a minimum of one year of experience in the configuration, installation, implementation, integration, maintenance, and/or management of networked systems.

  • Requires effective communication, decision making, interpersonal, leadership and professionalism skills and abilities.

  • Ability to handle multiple projects and deadlines with minimal supervision

  • Requires the ability to work on multiple projects, maintaining a clear focus on priorities, while dealing with competing user needs

  • Good working knowledge of PC hardware, scanners and label printers

  • Knowledge of PC utilities and tool

  • Must possess a positive attitude, be easy to communicate with, and be approachable

  • Highly energized and self-motivated individual

  • Strong written and oral communications skills, with the ability to define common objectives

  • Strong planning, organization, and time management skill

Preferred Additional Skills:

  • Microsoft Windows Workstations 7 & 10

  • Microsoft Windows Servers 2012 & 2016

  • Microsoft Servers Exchange & SQL

  • Routers, Switches, and Wireless Access Points

  • TCP/IP, DNS, DHCP & VPN

  • Apple IOS

Physical Requirements:

The physical demands describe here are representative of those that must be met by an employee to successful perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle or feel objects, tools, or controls, talk, and hear.The employee is frequently required to reach with hands or arms, stand, walk, climb or balance, stoop, kneel, crouch, or crawl.The employee must occasionally lift and/or move up to 30 pounds.Specifics vision abilities required by this position include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus. The work environment will contain slight to moderate office-related noises.The employee is not exposed to extreme weather conditions, toxic fumes, or airborne particles.

All employees have the following expectations:

  • Mission: Contribute to and enhance company mission

  • Organization: Prioritize and plan work responsibilities appropriately

  • Professional Development: Attend and/or successfully complete all required trainings and meetings

  • Timeliness and Accuracy: Perform quality work within given dead-lines and expectations with or without direct supervision

  • Professionalism: Comply with all applicable policies, practices, and procedures; report all out-of-compliance and unsafe activities to supervisor; interact professionally with other employees, volunteers, families, children, and the community

  • Teamwork: Serve effectively as a team contributor on all assignments

  • Communication: Utilize effective communication skills both verbally and in writing; provide effective feedback and is receptive to feedback

  • Leadership: Work independently while understanding the necessity for communicating and coordinating work efforts with other appropriate individuals


EOE/ AA/ M/F/Vet/Disability