Position Summary
The Technology Support Specialist reports to the Director of Information Technology. This position provides technical support for software, systems, hardware, and connectivity for users across the state of Florida, as well as provides technical assistance onsite at large group events both in and out of state.
Qualifications
- BS/BA in a technology related field or 4+ years of work experience in a technology position.
- Industry certifications preferred.
- Experience working in a team-oriented, collaborative environment preferred.
- Experience working in an association or labor union environment preferred.
Competency Framework
Applicant must embrace, possess and exhibit the following competencies:
- Experience with supporting various devices and configurations including but not limited to:
- Microsoft Windows based desktops, laptops
- Microsoft client/server applications
- Microsoft servers
- Macintosh desktops and laptops
- Phones/mobile devices
- Experience with installing, testing and troubleshooting devices listed above
- In-depth knowledge and experience working with:
- Microsoft Windows 10 and above client operating systems
- Microsoft Server 2012 and above server based operating systems
- Microsoft Office / 365 (Word, Excel, PowerPoint, Access, Outlook) is essential
- Knowledge of Microsoft Office 365 applications and tools including setup and configuration
- Knowledge of Microsoft Azure cloud platform and services
- Knowledge of scripting languages such as PowerShell is preferred
- Analytical thinking and problem-solving capability
- Great attention to detail and time-management skills
- Strong customer-service skills
- Motivated to research and understand latest technologies and software
- Ability to communicate ideas in both technical and user-friendly language
Specific Duties and Responsibilities
Scope, configure and maintain FEA headquarters and field computer and hardware platforms including desktop and laptops and servers.
- Configure and support/debug issues with devices used at FEA headquarters and in the field including but not limited to:
- Local and network printers and copiers
- End user deice peripherals including but not limited to docking stations, mice, keyboards, monitors
- Network connectivity
- Backend systems used by these devices such as FTP folders
- Exchange Email
- Antivirus
- System backups
- DNS
- File Servers
- Domain Controllers
- Network Storage / SANs
- Cloud Services (Office 365)
- Phone Systems
- Mass email platforms
- Support end users to help them understand how to effectively use their systems and software.
- Manage network user accounts using a variety of tools including Active Directory and other software suites.
- Liaise with vendors to scope and order computer hardware systems and components. (laptops/desktops/monitors/keyboards/mice/printers, etc.) including supplies and software and hardware needed for FEA headquarters and field computers.
- Handle all support duties associated with the help desk by providing problem solving, information about software/hardware, network usage and department procedures based on own knowledge or referring to appropriate Information Technology department staff and resources.
- Participate in the planning, implementation and support of new hardware and software systems.
- Perform routine preventive maintenance on hardware and software systems in use at FEA and field locations.
- Assist users in identifying their Information Technology needs.
- Identify tools for end users to make them more efficient in the performance of their jobs.
- Conduct a variety of user trainings for both FEA headquarters and field users ranging from one-on-one training up to and including classroom training.
- Ensure provisioning of computers and other equipment for conventions or meetings requiring such functionality.
- Assist with reporting inventory of all leased and fixed-asset computer related equipment using appropriate software tools and documentation strategies including labelling and organization. This is a shared responsibility with others in the department and across departments.
- Travel to offices/locations as needed to support issues that cannot be fixed remotely.
- Monitor, maintain and correspond in a timely manner to requests and tasks put forth.
- Other duties as assigned by the Director of Information Technology Services.
Compensation & Benefits
The salary for this position is determined by the negotiated agreement between the Florida Education Association and the Florida Staff Organization based on relevant experience. FEA provides medical, dental, vision, life, and long-term-disability insurance to its employees and eligible family members with no monthly employee premiums. Additionally, FEA provides retirement options, vacation leave, sick leave, and paid holidays.