Agency for Community Transit
IT Support Specialist
Agency for Community Transit, Granite City, Illinois, United States, 62040
Description
The primary function of the IT Support Specialist is to work in conjunction with the IT Department to facilitate customer service activities between IT and other Departments. Furthermore, the position supports ACT's purpose and objectives by respecting and adhering to all policies and procedures of the Agency.
Essential Functions included but are not limited to:
Provide Level 1 technical support.Respond to customers via email, online chat, phone, or in person.Assist customers with IT requests and issues.Answer customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network issues.Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems (software, hardware, phones, mobile devices, and client specific applications).Develop and maintain helpdesk-related technical documentation such as guides, FAQs, etc.Repair and replace equipment as needed.Follow up with customers to ensure that issues are fully resolved.Communicate customer feedback to the appropriate internal team members.Assist with inventory control and tracking of IT assets throughout the company.Participate in on-call scheduled rotation and provide 24 hour on-call emergency assistance when needed.Nonessential Functions
Performs other duties as assigned.Requirements
Associate degree in computer technology or 2 years equivalent experience.Previous computer support experience preferred.Strong customer service and communication skills.Intermediate knowledge of Windows 10 and Windows 11 operating systems.Ability to prioritize workload and manage time to appropriately respond to customer needs and demands.Strong problem-solving skills and decision-making abilityAbility to develop conceptual alternatives. Possess the ability to seek out new methods and principles and be willing to incorporate them into existing IT practices.A passion for technology, a readiness to grow, and a strong work ethic.Establish and maintain effective working relationships with Agency staff, coworkers, and vendor representatives.Ability to express ideas clearly and concisely, both in oral and written format.Ability to maintain, in a confidential manner, all information received.Clean and neat appearance.
Working Conditions
Physical requirements of the position include full range of motion in all extremities. Possess the ability to lift, push/pull and maneuver objects weighing up to 50 pounds (e.g. computer tower). Requires the ability to stoop, crouch, bend, twist, and climb stairs. Must be able to work extended periods of time at a keyboard and sustain prolonged visual concentration. Requires the ability to recognize and identify similarities or differences between characteristics of shapes to clearly distinguish objects and sounds to communicate with others. Must be able to pass pre-employment physical and drug screen.
The primary function of the IT Support Specialist is to work in conjunction with the IT Department to facilitate customer service activities between IT and other Departments. Furthermore, the position supports ACT's purpose and objectives by respecting and adhering to all policies and procedures of the Agency.
Essential Functions included but are not limited to:
Provide Level 1 technical support.Respond to customers via email, online chat, phone, or in person.Assist customers with IT requests and issues.Answer customer phone calls and emails, log incidents and conduct basic troubleshooting of hardware/software/network issues.Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems (software, hardware, phones, mobile devices, and client specific applications).Develop and maintain helpdesk-related technical documentation such as guides, FAQs, etc.Repair and replace equipment as needed.Follow up with customers to ensure that issues are fully resolved.Communicate customer feedback to the appropriate internal team members.Assist with inventory control and tracking of IT assets throughout the company.Participate in on-call scheduled rotation and provide 24 hour on-call emergency assistance when needed.Nonessential Functions
Performs other duties as assigned.Requirements
Associate degree in computer technology or 2 years equivalent experience.Previous computer support experience preferred.Strong customer service and communication skills.Intermediate knowledge of Windows 10 and Windows 11 operating systems.Ability to prioritize workload and manage time to appropriately respond to customer needs and demands.Strong problem-solving skills and decision-making abilityAbility to develop conceptual alternatives. Possess the ability to seek out new methods and principles and be willing to incorporate them into existing IT practices.A passion for technology, a readiness to grow, and a strong work ethic.Establish and maintain effective working relationships with Agency staff, coworkers, and vendor representatives.Ability to express ideas clearly and concisely, both in oral and written format.Ability to maintain, in a confidential manner, all information received.Clean and neat appearance.
Working Conditions
Physical requirements of the position include full range of motion in all extremities. Possess the ability to lift, push/pull and maneuver objects weighing up to 50 pounds (e.g. computer tower). Requires the ability to stoop, crouch, bend, twist, and climb stairs. Must be able to work extended periods of time at a keyboard and sustain prolonged visual concentration. Requires the ability to recognize and identify similarities or differences between characteristics of shapes to clearly distinguish objects and sounds to communicate with others. Must be able to pass pre-employment physical and drug screen.