Information Technology (IT) Support Specialist

Job Summary
The primary function of this position is to provide technical assistance and support to district personnel computers, mobile devices, networks, and software systems. Responsible for diagnosing, logging, and resolving IT-related issues, as well as deployment and maintenance of new computers, mobile devices, network, and server equipment.

Reporting To: IT Manager
Department : IT / Administrative
Schedule: Monday Thursday 6:30 am 5:00 PM

Requirements Include:

• At least 18 years of age
• Must possess and maintain a valid Washington State drivers license to travel between offices and remote facilities.
• High school diploma or GED plus three (3) years of IT help desk experience or related IT support experience, an equivalent combination of education and experience will be considered.
• Preferred: relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Cisco/CCNA, etc.).
• Experience providing end-user support in a ticketing system environment (e.g., documenting, prioritizing, and tracking incidents/requests), including Microsoft 365/Entra ID account support and Intune-managed device troubleshooting (e.g., enrollment, compliance, and application deployment), as well as basic server and network operations.
• Ability to learn and integrate emerging trends, innovations and changes in the field of information technology.
• Experience servicing modern, such as Windows 11, Windows Server, and Linux.
• Experience managing devices in Mobile Device Management systems, such as Intune, and Meraki Systems Manager.
• Core understanding of TCP/IP networks, protocols, firewalls, and switching.
• Understanding of Microsoft Active Directory.
• Strong communication skills, written and verbal, with the ability to explain technical information to a wide range of users and skill levels.
• High level of attention to detail.
• Ability to adhere to a high level of integrity and confidentiality, will work across departments in assisting management with employee-related changes.
• Proactive and positive approach to continuous learning.
• Strong and effective problem-solving skills, and ability to perform root-cause analysis.
• High level of organizational skills with documentation and record keeping.

Responsibilities may include, but are not limited to:

• Respond to support requests and provide employees with technical assistance for end-user devices, software, and network related issues.
• Deploy, maintain, and troubleshoot end-user devices, directly and through MDM systems such as Intune and Meraki Systems Manager.
• Become subject-matter expert in district ERP system.
• Maintain and diagnose problems with applications, servers, and network technology.
• Ensure proper server, network and workstation hygiene with regular updates and patches.
• Assist in backup processes such as user file restores.
• Create, maintain, and update user accounts.
• Create, maintain and update documentation, such as device inventory, install guides, standard operating procedures, and user instructions.
• Assist with the installation of servers and networking equipment.
• Work with vendors and/or appropriate internal teams to escalate unresolved issues in order to obtain resolution in a timely manner.
• Assist with public records request searches.
• Occasional after-hours support for maintenance and outage resolution.
• Performs other work-related tasks, as assigned.
• Must be able to carry up to 30lbs.
• Must be able to crawl under desk workstations if necessary.