Office of Infrastructure-IT Support Specialist 3; ITP162-PG-K; Atlanta, GA.

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:

·         Under limited supervision, manages a multi-user computer system or local area network with minimal direction within an assigned geographical area, facility, division or office.

·         Provides system installation, network/server access, control and troubleshooting.

·         Provides support and technical assistance to computer users.

·         Analyzes information needs and provides business solutions using computer packaged software.

·         Generates reports for management and staff.

·         Demonstrates knowledge of Department of Transportation information systems including data collection and data distribution.

·         Incorporates an understanding of the business needs of D.O.T. offices or districts, and of available technology into problem solving.

·         May act as a lead worker--or supervisor--for other technical support staff.

·         Demonstrates knowledge of GDOT policies and procedures.

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

·         Vocational-technical or military training in a computer field.

·         Related professional certification.

·         Demonstrates ability to operate computer peripheral devices.

·         Demonstrates ability to install, configure, and/or troubleshoot desktops, laptops, 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.

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

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

·         Demonstrates ability to interact with others to influence and challenge them.

·         Demonstrated ability to work in a team environment.

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

·         Uses creative thinking to apply appropriate technical tools to existing manual processes.

·         Demonstrates ability to build a mental model of the computer system, network, or business process or dynamic system.

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

·         Demonstrated ability to support customers working in an engineering software environment.

·         Demonstrates ability to make sound decisions.

·         Demonstrates ability to organize work set priorities and determine objectives.

·         Adapt to changing technical environment and variable workloads.

·         Committed to providing quality customer service.

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

Agency Preferred Qualifications:

·Knowledge of ServiceNow, Remedy or other ITSM related products.

·Knowledge of SCCM and/or InTune.

·Knowledge of basic troubleshooting of network related hardware.

·Knowledge of ITSM service level agreements and able to work within policy guidelines and procedures.

·Ability to work well with other team members to achieve instructed and common goals.

GDOT IS AN EQUAL OPPORTUNITY EMPLOYER