IT Support Specialist 1 / 2

The State Accounting Office (SAO) provides accounting and financial reporting expertise for the State and is statutorily responsible for statewide financial reporting. The SAO also provides enterprise oversight and management of the State’s Enterprise Resource Planning (ERP) system, accounting policy development, financial business process improvement recommendations, and management of the payroll and accounting shared service centers.

Position Description:

 The IT Support Specialist works and communicates with state employees, internal customers and/or external customers to provide information and services targeted to meet customer expectations.  This position will work and communicate within the State Accounting Office to provide end users with equipment and ensure all installed applications and hardware are working properly.  The IT Specialist will work with the GETS Service Desk to help end users resolve issues related to hardware, software, SSL VPN or other GETS services.  Troubleshoot hardware and software issues that are not supported by the GETS Service Desk.  This position is required to have prompt, regular attendance, and be available to work on-site, in person, during regular business hours.

Primary Duties & Responsibilities:

 ·        Participates in new service or service modification rollouts as required by Georgia Technology Authority (GTA)

·        Participates in weekly and monthly conference calls with vendors and Agency CSM as required by GTA

·        Supports end users via phone and remote support tools for issues such as new equipment setup, hardware, software, SSL VPN, suspicious emails, network drive access, network outages, etc

·        Submit ServiceNow requests (onboarding/offboarding/hardware installs, and other requests as needed)

·        Coordinates computer re-fresh for end-users

·        Supports most recent versions of Microsoft Windows and Microsoft Office 365

·        Perform monthly review and update for Mobile Device Management (WorkspaceOne)  

·        Manages agency Internal and Guest Wifi Access points through AT&T

·        Manages Audio/Visual equipment in all conference rooms within SAO

·        Develops materials and methods to be used in training others in the use of various hardware and software applications

·        Manage CRM tickets and escalate to appropriate support groups when necessary

·        Lifting and bending, including moving monitors, laptops, and other equipment as needed

·        Effectively manages time to make sure calls are responded to in a timely manner

·        Provides excellent customer service in person, via phone, and via email

·        Perform other duties as assigned

Skills and Competencies:

·        Demonstrate critical thinking, strong problem-solving and analytical skills

·        Must be detail-oriented, self-motivated, and able to handle and prioritize multiple tasks to meet deadlines

·        Ability to go beyond expectations, being persistent in satisfying customers

·        Candidate must possess integrity and demonstrate accountability, respectability, responsibility, and reliability

·        Strong interpersonal, written, and verbal communication skills

·        Ability to multi-task in a fast-paced environment

·        Proficiency with MS Office 365 Suite

·        Proficiency with ConnectWise Connect and Microsoft Teams for remote technical assistance

Minimum Qualifications:

IT Support Specialist 1 – ITP160

Pay Grade: I

Salary range: $38,452.58 - $50,142.29

High school diploma/GED and training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.

IT Support Specialist 2 – ITP161

Pay Grade: J

Salary range: $41,569.83 - $54,428.52

High school diploma/GED and six (6) months 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.

Preferred Qualifications:

 Preference may be given to applicants who, in addition to meeting the Minimum Qualifications, possess the following:

·        Ability to effectively communicate verbally including a good speaking voice and use of proper grammar, active listening skills and a pleasant and courteous manner

·        Ability to analyze the customer’s request or complaint, evaluate issues and determine the correct course of action

·        CompTIA A+ Certification

·        Vocations/Technical degree in computer technology and/or networking from an accredited college or High School Diploma or GED and one year of experience in the installation and repair of computers, communications, or technical equipment

Application/Resume must clearly describe relevant qualifications and experience.

Important Notes:

The SAO offers flexible work hours in a hybrid in-office/remote work environment.

Candidates interested in employment with the SAO must:

·        Successfully pass a background check, including, criminal background/records check, employment and education verification, employment reference checks, credit evaluation and professional license checks, where applicable

·        Upon, and throughout, employment, both reside and work in the State of Georgia; and

·        Be legally authorized to work in the United States; the SAO does not offer sponsorships for current or future employment visas (e.g., H-1B Employment visa, F1, J1 or M1 Student visas)

All qualified applicants will be considered but may not necessarily receive an interview.  Selected applicants will be contacted by the hiring agency for the next steps in the selection process. Applicants who are not selected will not receive notification.

This posting may close at any time prior to the published closing date once a suitable applicant pool is identified.

The State Accounting Office is an Equal Opportunity Employer