Office of IT Infrastructure- IT Support Specialist 3- ITP162- PG K- IT Support Specialist 3

This position is located in District 3 (Thomaston, 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.

MINIMUM QUALIFICATIONS

The selected candidate must meet the advertised minimum qualifications to include State Entry Qualifications as well as Agency Specific Qualifications.

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.

                                     IMPORTANT INFORMATION FOR ALL GDOT JOBS

The interview is just one part of the overall selection process and is not the only criteria used to make the final selection.  In addition to the interview, the final selection is based on the applicant’s work history and performance (documented in HR and/or Office files), PeopleSoft/employee status (i.e. rehire code), employee performance reviews, personnel file review (HR & Office Files), criminal background check, employment reference checks (including references and commendations from Managers and other relevant documentation) and, for supervisory positions, demonstrated leadership skills based on past and current work history will be considered.                                                                                              

Good Employment Standing:

In accordance with the Interview and Selection Process (ISP), an applicant must have no active disciplinary actions to be in good employment standing.  Actions that may disqualify an applicant include letters of reprimand (active for 12 months after issuance date); suspension without pay or disciplinary demotion (active for 12 months from the effective date); Performance Improvement Plans (PIP) and Leave Restriction Plans (active until 12 months after the date of conclusion).  In addition, an employee must have an overall ePerformance rating score of three (3) or higher on their most current evaluation.  Please note that Memorandums of Concern are not considered disqualifying factors.  Human Resources may remove any employee from consideration for selection who is pending a disciplinary action; however, if the action is resolved in the employee’s favor, he or she will be allowed to compete. 

THIS IS AN INTERNAL AND EXTERNAL JOB ANNOUNCEMENT

THIS IS AN UNCLASSIFIED POSITION.

THE SELECTED APPLICANT FOR THE POSITION WILL BE SUBJECT TO A REFERENCE CHECK AND CRIMINAL BACKGROUND CHECK, WHERE APPLICABLE

PLEASE INCLUDE ALL RELEVANT JOB INFORMATION ON THE APPLICATION FOR CONSIDERATION. ALL APPLICATIONS WILL BE PRESCREENED.

UPON PROMOTION, THE SELECTED CANDIDATE WILL RECEIVE 10% or THE GDOT JOB SPECIFIC MINIMUM SALARY, WHICHEVER IS GREATER. 

GDOT IS AN EQUAL OPPORTUNITY EMPLOYER