Technical Support Specialist

Technical Support Specialist

Position Overview: The Technical Support Specialist at the Village of Los Lunas, reporting to the Systems Administrator, plays a crucial role in providing primary Tier 1/2 Information Technology Support to the Village's employee community. This position involves offering basic initial support for various Village IT systems, including computing devices, applications, and end-user systems. The Technical Support Specialist ensures efficient and effective IT support services to facilitate the smooth functioning of technology within the organization.

Responsibilities:

• Provide Tier 1/2 technical support to Village employees by addressing inquiries and resolving IT-related issues.
• Assist users with troubleshooting, resolving technical problems, and providing guidance on basic IT procedures.

System Familiarization:

• Develop a basic understanding of all Village IT systems to provide initial support.
• Acquire knowledge of Village computing devices, such as desktops, notebooks, tablets, and phones, along with accompanying applications.

Device and Application Support:

• Provide assistance and guidance to users in the operation and troubleshooting of various devices and applications.
• Troubleshoot hardware and software issues on desktops, notebooks, and other devices.

Cloud Systems and On-Premises Support:

• Assist users with technology systems both on premises and in the cloud, as directed by Village leadership.
• Collaborate with other IT staff to ensure seamless functioning of cloud and on-premises systems.

Documentation and Reporting:

• Maintain accurate documentation of support requests, troubleshooting steps, and solutions provided.
• Provide regular reports on common support issues to assist in improving user experience.

Customer Service:

• Offer excellent customer service to Village employees, ensuring their IT needs are met efficiently.
• Maintain a professional and courteous demeanor while assisting users.

Requirements:

• High school diploma or GED certificate.
• 2 years of experience in General Information Technology. An Associates Degree in a related field can be substituted for 2 years of experience.
• Strong familiarity with various computing devices and applications.
• Proficiency in troubleshooting hardware and software issues.
• Basic understanding of cloud computing environments.
• Strong communication and interpersonal skills.
• Ability to learn quickly and adapt to new technologies.
• Excellent problem-solving skills and patience when assisting users.