POSITION DESCRIPTION

JOB TITLE Senior IT Support

DEPARTMENT Administration

BARGAINING UNIT 2938.13

SALARY GRADE Class 1B, Level 1

EFFECTIVE DATE April 1, 2023

START DATE: June 9, 2025

END DATE: August 29, 2025

HOURS: Monday to Friday - 8am to 4pm (35 per week)

Application Closing Date: Friday May 23, 2025

POSITION SUMMARY

The IT Support Specialist provides technical assistance and training to staff, ensuring the smooth operation of the organization's IT infrastructure and end-user technology. This role involves troubleshooting technical issues, maintaining network systems, deploying new equipment, and conducting training sessions to enhance staff's technology proficiency. The IT Support Specialist plays a vital role in supporting the organization's technology needs and ensuring efficient operations.

KEY RESPONSIBILITIES

End-User Support:

Timely & effective response/resolution of end-user technical support requests

Troubleshoot & resolve issues with applications (e-mail, web, desktop apps)

Troubleshoot & resolve issues with hardware, network connectivity

Document solutions future reference and knowledge sharing

Network and Systems Administration:

Monitor network infrastructure for/respond to network disruption events.

Assist the Technology Manager with infrastructure upgrades and revisions

User provisioning/updating (Windows domain / Office 365 / Zoom, other)

Review automated technical reports/alerts and address issues that arise

Equipment Deployment and Maintenance:

Receive, configure, and deploy new laptops, desktops, tablets, and cell phones.

Upgrade/maintenance of end-user device software, including applying encryption

Assist Technology Manager with router, switch, AP, and server upgrades

Migrate user data to new equipment when necessary

Training and User Education:

Work with Human Resources Onboarding process to support training new staff and students on baseline technology tools used by the agency

Monthly, provide refresher / update training on technology tools for staff

Weekly, host "Tech Walk-In" virtual sessions for ongoing support

QUALIFICATIONS AND EXPERIENCE:

College Diploma in Computer Systems/Analyst

CompTIA certification (asset)

Cisco Network Switch Certifications (asset)

EXPERIENCE:

Minimum of 2 years of experience in a help desk/tech support role or equivalent combination of higher education / work experience

KNOWLEDGE/SKILLS/ABILITIES:

Strong knowledge of Windows Server user administration and GPOs

Confident in administering Office 365 Portal (user accounts, mailbox admin)

Experience utilizing Microsoft Intune for app deployment, device management

Expert Windows 10/11 Pro admin/deployment/configuration skills

Thorough knowledge of IP4 network addressing / command line tools

Experience with commercial-grade routers, switches, access points

Experience utilizing Cloud Phone administration systems

Strong Powershell scripting skills

Confident Batch file scripting skills

Advanced hardware/software troubleshooting skills

Excellent verbal and written communication skills

Strong organizational skills and the ability to manage multiple priorities

Additional asset specific experience with Proofpoint, Zoom or Ring Central admin portals, equipment by SonicWall / Cisco, Cyber Security training portals

WORKING CONDITIONS

Typical office environment

May involve sitting for extended periods

May require occasional lifting of computer equipment

May involve interaction with individuals who are stressed or upset

Occasional after-office hours work (i.e. tasks that affect network connectivity)

To apply: https://jhsdurham.bamboohr.com/careers/411