The Technology Support Specialist I position is the first (junior/entry) level technical support in IT and will be in training and development for higher grades of Technology Support Specialist positions whilst performing assigned duties. The Technology Support Specialist position exists to resolve or prioritize, escalate and route services and support requests for numerous IT services and applications raised by Focus users to the IT Service Desk. This position will also troubleshoot issues, identify root causes to resolve and document the resolution pertaining to end-user services and technology such as: Intel and Apple Mac devices and operating systems; MS/Mac desktop Office; Apple desktop/laptop and iOS devices and applications; specialized desktop video/audio editing products; end user network/Wi-Fi services; remote network access; telephone services, and email services; at a Level 1 and some Level 2 service/support level. This position will assist in supporting desktop projects, implementing critical software applications, managing desktop hardware lifecycles and support of end-user services. This position regularly interacts with customer groups and end-users at all levels (including executives) and should only require occasional supervision, referring only questionable and/or unusual problems to the immediate supervisor.
Essential Duties/Responsibilities:
Works as part of a rotation program (to cover support shifts) where and when required
Serves as a point of contact (via phone or email) for all ministry telecommunications and IT services and support needs
Works from within and enters all required information of all service requests and incidents into the Service Desk software
Determines prioritization and impact of the request/incident based on documented criteria
Provides troubleshooting and diagnosis of service issues and resolution as promptly and professionally as possible
Identifies and documents new issue resolutions and processes/procedures for improved quality of services and efficiency of the team
Escalates service issues, when unable to resolve, to the appropriate technical service group as promptly as possible and with as much supporting information of the issue to assist the next level
Follows up with customers on status for outstanding service requests, and confirms satisfactory resolution prior to closing tickets
With assistance from more senior Support Specialists, provides technical support for desktop hardware, all Intel and Apple Mac operating systems, Microsoft Office Applications, and many other desktop software applications
With assistance from more senior Support Specialists, build, configure, and install Desktops, Workstations, and Laptops according to Focus Standards. Sets-up new users and provides basic customer training as needed
With assistance from more senior Support Specialists, provides support and administration of the desktop telephones and associated telephone systems
Remotely installs/updates software in accordance with Software License Management and IT Security Policies
Assists in the administration of desktop, laptop and mobile device fleets
With assistance from more senior Support Specialists, updates desktop software using desktop management tools
Participates in creation and maintenance of desktop/laptop standard and custom images for ministry user profiles
Gains functional knowledge about additional IT services to enhance service team capabilities and promote IT professionalism, capabilities, and teamwork
Adheres to all IT policies, processes, procedures and standards in the performance of all tasks in this area of responsibility
Adheres to procedures for Incident Management, Problem Management, Release Management, Service Level Management, Capacity Management, Availability Management, Change Management and Configuration Management
Apple/iOS:
Provides initial triage, troubleshooting and, where possible, first call resolution for issues involving Apple OS and iOS hardware and…