IT Support Specialist III

GA DDS 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. Must be local to Metro Atlanta. Professional certification (e.g., A+, Network+, Cloud+ or equivalent) must be uploaded.

Duties and Responsibilities:

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.
• Monitoring Service Now ticket queue, responding to tickets in a timely manner and providing follow-up with end users.
• Providing 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.
• Assisting other members of the IT Infrastructure team.
• Monitoring ticket activities and providing escalation when needed.
• Troubleshooting and supporting 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.

Proven problem-solving skills.