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Job Purpose:

The Information Technology (IT) Specialist acts as primary interface to the computing services customers that are supported by the Information Technology Department to effect real time problem analysis and resolutions.

Qualifications:

Level I:

• Possession of a High School Diploma or equivalent.
• Thorough knowledge of desktop and business/technical support systems.

Level II:

• Associate degree or equivalent from two (2) year college or technical school; OR
• 6,000 hours (at least three [3] years) of applicable work experience in computer technology/services.

Level III:

• Bachelor's Degree or equivalent from four (4) year college or technical school; OR
• 10,000 hours (at least five [5] years) of applicable work experience in computer technology or computer services.

Must be able to talk and hear. Position requires frequent standing; walking; using hands to finger, handle or feel; and reach with hands and arms.

Core Job Duties:

• Create support cases upon receiving all calls and resolve them in a timely manner, based on priority.
• Gather details, test, reproduce and document customer issues and update support cases.
• Take full ownership of cases upon assignment, then research the problem or escalate the case in as needed.
• Collects detailed information to categorize request in order to determine method of resolution.
• Uses discretion to resolve problems in a timely manner and ensure customer satisfaction.
• Deploy new computers and train new users how to use FCC specific applications.
• Understand of the functional capabilities and limitations of technologies being utilized by agency.
• Ability to maintain and troubleshoot Office 365 e-mail and office product issues.
• Ability to maintain and troubleshoot general system-related issues.
• Ability to maintain and troubleshoot general network-related issues.
• Ability to orally communicate information effectively and accurately in ways customer can understand.
• Ability to work with a team to promote site and agency mission.
• Orally communicate information effectively and accurately.
• Assure program operates within the constraints of the agency’s certification (CARF, DMH) standards and strategic plan related to clinical care.
• Abide by program and agency policies and procedures.
• Other job duties and special projects as assigned.