IT Support Specialist
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Chapman, AL 36015
Job Title: IT Support Specialist
Department: Information Technology
Supervisor: Johnny Cumbaa
FLSA Status: Non Exempt
Prepared By: Johnny Cumbaa
Prepared Date: 9/9/2019
Approved By: Stephanie Chapman
Approved Date: 9/9/2019
Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery.
Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user’s premises.
Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
Enters commands and observes system functions to verify correct system operation.
Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
Instructs users in use of equipment, software, and manuals.
Recommends or performs minor remedial actions to correct problems.
Coordinates activities with help desk, network services, or other information systems groups.
Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
Replaces defective or inadequate software packages.
Refers major hardware problems to service personnel for correction.
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Continuous Learning – Seeks feedback to improve performance; pursues training and development opportunities.
Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; uses resources effectively.
Use of Technology – Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; keeps technical skills up to date.
Design – Demonstrates attention to detail.
Problem Solving – Identifies and resolves problems in a timely manner.
Customer Service – Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Cooperation – Offers assistance and support to co-workers.
Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification.
Teamwork – Gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests.
Written Communication – Writes clearly and informatively; able to read and interpret written information and keeps good documentation of moves, adds, and changes.
Conflict Resolution – Encourages open communications; maintains objectivity; keeps emotions under control.
Adaptability – Adapts to changes in the work environment; able to deal with frequent change, delays, or unexpected events.
Personal Appearance – Dresses appropriately for position.
Attendance/Punctuality – Is consistently at work and on time.
Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.
Initiative – Asks for and offers help when needed.
Innovation – Displays original thinking and creativity.
Judgement – Includes appropriate people in decision-making process.
Planning/Organizing – Uses time efficiently; sets goals and objectives.
Quantity – Completes work in timely manner.
Safety and Security – Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associate’s degree or equivalent from two-year college or technical school (preferred but not required); or two years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
To perform this job successfully, an individual should have knowledge of Internet Browers (Internet Explorer, Google Chrome, Mozilla Firefox) Internet software; Microsoft Office Suite; VoIP Telephone Systems, Windows Active Directory including Group Policy; Networking including routing/switching/vlans.
Certificates, Licenses, Registrations
Microsoft (MTA, MCSA, MCSE), Comp TIA (A+, Net+, Security +) or other Industry Standard Certifications preferred but not required.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is occasionally exposed to wet and/or humid conditions and moving mechanical parts. The noise level in the work environment is usually moderate.