IT Support Specialist 2

IT Support SpecialistUnder general supervision, provides management information system user support, either by phone or site visit. Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop/conduct training.Job Type: Full-Time (32-40 hours per week), On-site with occasional remote workPrimary Duties & Responsibilities:End-User Support: Provide phone and remote technical support for issues such as new equipment setup, hardware/software problems, SSL VPN issues, suspicious emails, network drive access, and network outages not covered by service providers.Equipment & Service Coordination: Work with management and departments to discuss equipment performance and collaborate with service providers to resolve ongoing issues promptly.Software and System Maintenance: Coordinate installations, upgrades, and patches for software on PCs and VDIs, ensuring that systems remain up-to-date and secure.New Service Rollouts: Support new service or service modifications as required by the Georgia Technology Authority (GTA).Vendor Coordination: Participate in regular conference calls with vendors and agency CSM to ensure consistent service delivery.Service Requests: Submit ServiceNow requests for onboarding, offboarding, hardware installations, and other IT-related needs.System Maintenance & Troubleshooting: Work with service providers to maintain and troubleshoot application issues, particularly for AWS VDI Workspaces.Vulnerability Management: Coordinate the identification and remediation of vulnerabilities on VDIs and end-user devices.Mobile Device Management: Perform monthly reviews and updates for mobile device management.Account Management: Manage network accounts using Active Directory and service providers, including weekly and quarterly reviews of end-user access.Ticket Management: Effectively manage and escalate CRM tickets to the appropriate service provider when needed.Audio/Visual Equipment Management: Oversee and manage the AV equipment in all conference rooms within the SAO.Wi-Fi Management: Manage internal and guest Wi-Fi access points through AT&T to ensure secure network access.Training Development: Develop materials and methods to train others on hardware and software applications.Customer Service: Deliver outstanding customer service in person, via phone, and email.Physical Tasks: Perform lifting and bending as needed to move monitors, laptops, and other IT equipment.Other Duties: Perform additional duties as assigned to meet department needs.Skills and Competencies:Strong critical thinking, problem-solving, and analytical skills.Attention to detail, self-motivated, and capable of managing multiple tasks simultaneously.Ability to go above and beyond in meeting customer needs and expectations.High level of integrity, accountability, and reliability.Excellent interpersonal, written, and verbal communication skills.Ability to multi-task effectively in a fast-paced environment.Proficiency with MS Office 365 Suite.Experience with ConnectWise Connect and Microsoft Teams for remote technical assistance.Entry Qualifications:Education: High School diploma/GED required.Experience: Six (6) months of education or experience in information security, privacy, system/network administration, application development, or IT support.Must have the ability to independently provide technical support in an assigned area.Work Schedule:Work Hours: Monday through Thursday, occasional Friday.Schedule: 32-40 hours per week, mainly in-office with occasional remote work.