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Information Technology Support Specialist
Location:
Lexington, KY
Description:
The Council of State Governments (CSG) is the nation's only organization serving all three branches of state government. CSG is a region-based forum that fosters the exchange of insights and ideas to help state officials shape public policy. This offers unparalleled regional, national and international opportunities to network, develop leaders, collaborate and create problem-solving partnerships. To learn more about CSG please visit our website at www.csg.org. JOB SUMMARY The Information Technology Support Specialist is responsible for providing all aspects of direct support throughout CSG, including CSG headquarters, regional offices and affiliate organizations. In addition, the Information Technology Support Specialist will be a primary resource for CSG projects & initiatives including IT's training program, procurement & inventory efforts, as well as providing direct support for CSG national, regional & affiliate meetings. ESSENTIAL DUTIES AND RESPONSIBILITIES Answers and responds to all CSG client support requests and issues, and determines support call priority based on call load, staff needs, urgency, and CSG/IT policies. Resolves problem calls and documents actions accordingly. Consults with senior IT staff about problems that remain unresolved or that need advanced analysis. Provides technical support, training, and direction to CSG staff for all hardware and software products. Works to develop a training program and appropriate documentation for CSG staff. Leads training in individual and classroom settings as situations dictate. Assesses new or changing technology needs within CSG and provides recommendations and/or solutions based on those needs in accordance with IT policies and procedures. Provides computing equipment and orientation for new staff. Performs recovery of computing equipment and archives data for separating staff. Documents daily activities and completes required support documentation for CSG staff and fellow members of the IT department. Orders, installs and maintains hardware and software systems in accordance with CSG IT & finance procurement policies. Performs hardware/software upgrades and preventive maintenance as needed. Maintains CSG equipment/software inventories in accordance with CSG IT inventory policies, including the use of the Solarwinds Service Desk inventory module. Maintains technical expertise using CSG workstations, servers, and telecommunications equipment. Ensures familiarity with all vital Information Technology functions and procedures. Provides direct, onsite IT & AV support at CSG national, regional & affiliate meetings. Coordinates backup and recovery procedures for staff computers in line with CSG business continuity efforts. Coordinates with CSG & IT management to manage workload and priorities. Communicates regularly with IT management & staff to maintain good dialogue and best practices as well as helping to develop, modify and maintain IT policies and procedures. Maintains the CSG telephone solution (RingCentral) including computer & mobile clients, staff and common area telephones, voice mail and related components. Provides support for and troubleshoots local & network printing. Performs other tasks as assigned by CSG IT management or in conjunction with IT projects/tasks. Adheres to CSG and IT policies and procedures. Participates in after-hours & weekend on-call support. Expected to respond to urgent situations as needed or appropriate. Assist senior IT staff in troubleshooting basic networking (TCP/IP, firewalls, switches, etc.) issues throughout CSG. Negotiate and coordinate with IT, phone, printer, and other equipment vendors. SKILLS AND ABILITIES Available to work during standard daytime business hours (with flexibility for overtime before and/or after shift as needed. May include work outside of standard business hours and occasional travel as needed. Ability to identify and organize work according to priority. Ability to provide outstanding customer care and service with every interaction. Ability to effectively communicate problems and solutions to supervisor, peers, and coworkers/customers adapting communication style based on recipient's technical knowledge. Ability to interact effectively with diverse people in different contexts and foster equity and inclusion through self-awareness, cultural sensitivity, and valuing others. Dedication to public service with an unfailing commitment to act with civility, be nonpartisan in performing CSG duties, and be a responsible steward of member and donor funds. EDUCATION AND EXPERIENCE REQUIREMENTS Two (2) years of experience in help desk environment or in a similar IT customer service-based field. Associates degree or equivalent combination of education and experience that would include evidence of proficiency with analytical, evaluative and writing skills. Proficiency and demonstrated experience with both Windows and Mac operating systems required. Basic familiarity with Windows Server and Active Directory environments. Experience in working with and supporting Microsoft 365's cloud platform. Familiarity with Microsoft Exchange and Outlook. Experience with IT service desk software including Solarwinds Service Desk, Zendesk, or similar platforms. Experience with Ethernet and WiFi networking, wiring and troubleshooting. Working knowledge of VOIP systems. COMPENSATION CSG believes that pay equity and pay transparency advance workplace fairness. Compensation will be equitable and based on experience. The salary range for this position, based in Lexington, KY is $45,000 to $55,000. This salary range is subject to change based on work location and market conditions. APPLICATION INSTRUCTIONS Interested applicants must complete the online application and include resume and cover letter.Qualified applicants will receive consideration for employment without regard to characteristics including but not limited to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. CSG is an Equal Employment Opportunity employer. Job Posted by ApplicantPro
Company:
Council Of State Governments
Posted:
January 25 on ApplicantList
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More About this Listing: Information Technology Support Specialist
Information Technology Support Specialist is a Technology IT Specialist, Support Worker Job at Council of State Governments located in Lexington KY. Find other listings like Information Technology Support Specialist by searching Oodle for Technology IT Specialist, Support Worker Jobs.
Information Technology Support Specialist is a Technology IT Specialist, Support Worker Job at Council of State Governments located in Lexington KY. Find other listings like Information Technology Support Specialist by searching Oodle for Technology IT Specialist, Support Worker Jobs.