Information Technology Support Specialist I/II/III (DOE)

Job Description

Information Technology (IT) Support Specialist I

1. Provides support for end-user computer hardware and software, printer, phone, and related electronic equipment and/or site issues.
2. Provide support for Microsoft 365 services, including but not limited to: Identity, Intune, Exchange, Teams, OneDrive, Office, etc.
3. Responds to assigned tickets, resolve issues, document actions, and close tickets in the system. Interacts with end users to obtain a clear and detailed description of the issue.

1. Updates end users on solutions, as well as managing expectations and priority of resolutions. Provide hands-on training to end users for hardware and software. Following up as needed to ensure end user satisfaction.
2. Provides end-to-end new hire, change and termination services including shipping and/or deploying hardware and corresponding peripherals as required, within defined processes.

6. Assists with the implementation and administration of security measures of all end user devices and multi factor authentication for cloud applications to enhance security.
7. Assists with the planning, implementation and administration of conference rooms, building audio/video equipment and virtual meeting platforms such as Cisco Webex and Microsoft Teams.
8. Maintains inventory records of end user hardware, software, tools, and electronic equipment while advising on the purchase of supplies.
9. Assists with the security awareness program.
10. Develops and maintains documentation of systems, projects, and assignments, along with cross-training other IT staff.
11. Documents and tracks all support requests using the approved problem tracking application.
12. Communicates with tact and professionalism in all communication mediums.

1. Assists with onsite/offsite events as defined by the meeting organizer.
2. Provides input and assists with the development of IT budget requirements.

15. Participates in the IT “On-Call” service rotation and responds to call-outs of reported computer/network system or service problems on a 24 x 7 schedule
16. Represents MRES on industry, development, and project committees, task forces, and conferences as assigned.
17. Keeps abreast of relevant profession, industry, and inter-utility developments.

 

Information Technology (IT) Support Specialist II

1. Using Microsoft Intune AutoPilot for new hardware onboarding in a consistent manor. Also maintaining App Configuration Policies for deployment on Windows Operating System.
2. Maintains end user software and cloud applications to ensure the most recent version is installed and maintain security patches.

1. Performs minor hardware repairs including hard drive replacements, RAM swaps, and clearing print jams. Coordinates complex repairs with 3rd parties, as required.

4. Performs end user setup, training and administration including the development, maintenance, implementation, and documentation of access and security settings for end user devices and cloud services.
5. Planning, implementation and administration of conference rooms, building audio/video equipment and virtual meeting platforms such as Cisco Webex and Microsoft Teams.
6. Plans, recommends, and implements end user software licensing.
7. Plans, recommends, and implements end user hardware, such as laptops, monitors, mobile devices, printers, and other devices.
8. Solicits, reviews, and recommends proposals and contracts applicable to end user related electronic.
9. Implements and administers security measures of all end user devices.
10. Remediates all security issues related to end user devices and software found by security scans.

 

Information Technology (IT) Support Specialist III

1. Using Microsoft Identity to manage Conditional Access Rules ensuring proper access to resources is provided and preventing unauthorized access. Maintain user and computer accounts in a hybrid Active Directory configuration.
2. Using Exchange Admin Center to manage mailboxes, distribution lists, resources and groups. Troubleshooting mail flow and managing alerts.
3. Using Microsoft Intune to create and manage configuration and compliance policies for Windows and MacOS computers, while also creating and managing app protection policies for mobile devices such as iPhones and iPads. Manage security updates for all Windows and MacOS devices. Administer and maintain Windows Autopilot for onboarding, including applications for install via Microsoft Company Portal.
4. Administer and maintain OneDrive folders and SharePoint sites, providing guidance to users on how to manage content and access within SharePoint.
5. Administer and maintain Microsoft Teams to be used for virtual meetings and chat. Review all requests for third party app integrations. Administer and maintain Teams Rooms, Panels and Displays.
6. Collaborate with the Cybersecurity Team to ensure compliance with organizational and industry standards.
7. Manage and assist with Microsoft 365 Licensing to ensure usage compliance.
8. Provides input and assists with the development of IT budget requirements.

Create and update technical documentation and operational procedures

Job Requirements

Education and/or Experience

Information Technology (IT) Support Specialist I
Associate’s degree or equivalent in computer science or related or equivalent combination of education and experience.

Information Technology (IT) Support Specialist II
Associate’s degree or equivalent in computer science or related field and four years related experience; or equivalent combination of education and experience.

Information Technology (IT) Support Specialist III
Bachelor’s degree in computer science or related field with six years related experience. Experience with administering Microsoft 365 resources preferred.

Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to explain technical issues to technical and nontechnical employees and customers. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills
Ability to apply knowledge of network and server based technologies and configurations, along with spreadsheet, word processing, presentation and project management software. Proficient with or the ability to quickly learn an array of computer hardware and software.

Certificates, Licenses, Registrations
Must possess and maintain a valid driver’s license.

Information Technology (IT) Support Specialist II / III
Must possess a certification related to a Microsoft product, hardware support or related field; or be able to acquire an approved certification within 2 years of hire.