IT Tech Support (Fully onsite)

Under direct supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems.

*Must Be Local to Metro Atlanta*

• Professional certification (e.g., A+, Network+, Cloud+ or equivalent) MUST UPLOAD CERTIFICATION***
  
  

Duties Include

• Troubleshoot and support PC, laptop (Win 10/11), scanners and local and network printers, google print, chrome boxes and other field system support.
• Troubleshoot basic network connectivity issues, using commands such as ping, ip config, etc. Use network tools to analyze data, recognize problems and draw logical conclusions.
• Use network test equipment such as cable testers to isolate and solve problems with VLAN assignment, patch panels and wiring.
• Submit trouble tickets through GETS Remedy system and work closely with application and hardware vendors to troubleshoot and resolve issues.
• Manage asset inventory and submit equipment orders.
• Regularly travel to DDS statewide customer service centers, position requires up to 70% travel.
• Provide additional support to the facilities team for projects and tasks that occur within an assigned office/geographic area.
• Work with other IT functional groups as necessary to carry out tasks to accomplish strategic IT objectives.
• Researches and investigates new technology projects for PC networking, software and hardware products.
• Monitors Service Now ticket queue, responds to tickets in a timely manner and provides follow-up with end users.
• May act as an administrator or agency subject matter expert for lobby management software or other DDS applications.
• Ability to bend, climb, lift up to 40lbs, transport and assemble IT equipment.
  
  

Minimum Qualifications

Bachelor's degree from an accredited college or university in a related field such as computer and information technology,

computer science, software engineering AND three years of related experience.

OR

Associate's/Vocational/Technical degree in a related field such as computer and information technology, computer science,

software engineering from an accredited college or university AND five years of related experience.

OR

One year of experience at the lower-level IT Support Specialist 2 or position equivalent.

Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and

competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Competencies Needed

• 2-4 years government or corporate IT experience supporting 250-500 users in a Windows 10 client and Windows Server environment.
• At least (3) years demonstrated knowledge of basic network troubleshooting.
• Knowledge of computer and network hardware, operating systems, application software and network infrastructure.
• Knowledge of Microsoft Windows Active Directory Domain Name Service and Dynamic Host Configuration Protocol.
• Knowledge of the tools and techniques used in the diagnosis and resolution of computer software and hardware operating problems.
• Knowledge of Microsoft Active Directory local and group policy.
• Knowledge of CIDR (Classless Inter-Domain Routing), IP address classes and subnetting.
• Experience providing technical support for network printers, projectors and A/V systems.