IT Support Specialist

This position seeks an IT Support Specialist who will maintain business applications and critical infrastructure and provide management and support for additional 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 the needs of the project and organization.
• Experience in automation and provisioning technologies, such as AWS CLI and Terraform.
• Monitors Service Now ticket queue, responds to tickets in a timely manner, and provides follow-up with end users.
• Provides customer support in supporting software, configurations, and business submission processes.
• Looking for ways to improve operations within the company to digitize common tasks.
• Keeping data leakage and downtime to an absolute minimum.
• Assists other members of the IT Infrastructure team.
• Monitors ticket activities and provides escalation when needed.
• Troubleshoot and support 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.