Job Summary: Under broad supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop and conduct training programs for software/hardware users. Owns assigned tasks. May serve as a lead or train staff.

Primary Duties & Responsibilities: • Performs job responsibilities with minimal supervision • Provides customer support in the maintenance of systems • Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations • Provides technical support in the operation and use of application software systems • May serve as a lead worker • May train subordinate staff in proper procedures of day-to-day operations • Communicates with all levels of management and user department personnel to discuss job execution status, requests for reprints, equipment status and related problems that may occur • Conducts extensive research to compile information needed to generate reports, monitor and coordinate projects, complete projects and accurately respond to questions and concerns • Develops materials and methods to be used in training others in the use of various hardware and software • Installs and/or upgrades software on PC's as instructed • Monitors and coordinates activities/actions assigned to section management by the section director/deputy • Serves as senior management's representative in promoting the interests of the organization, and in researching, developing and monitoring responses to delegated issues.

Entry Qualifications: High school diploma/GED and two (2) years of education or experience in information security, privacy, system/network administration and support, or application development and training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.

Agency Specific Qualifications:

Completion of an Associate's degree in a computer related field and experience providing support services on a multi-user computer system OR A thorough knowledge of desktop and multi-user software applications (e.g. Databases, word processors, spreadsheets).

· Three (3) years of work experience providing software and hardware technical assistance to customers and/or one (1) year of previous experience providing phone support technical assistance in a help desk environment.

· Demonstrates ability to operate computer peripheral devices.

· Demonstrates ability to install, configure, and/or troubleshoot desktop and multi-user serves, software, and peripheral devices.

· Demonstrates ability to install and maintain components of voice and/or data communication networks.

· Demonstrates ability to perform small part installations or modifications to electronic equipment.

· Adapt to changing technical environment and variable workloads.

· Committed to providing quality customer service.

· Demonstrates ability to convey complex technical information orally and in writing to diverse customers with varying levels of technical knowledge with tact and courtesy.

· Demonstrates ability to provide technical support and assistance with computer operating systems, local area networking, hardware and software.

· Demonstrates ability to work in a team environment.

· Ability to bend, climb, lift and move in confined spaces.

· Demonstrates ability to analyze and resolve hardware/software problems which have not been experienced previously.

· Demonstrates ability to solve practical problems in installing hardware/software using mathematical and statistical techniques.

Preferred Qualifications:

Knowledge of SCCM, InTune ticketing systems and Active Directory