POSITION DESCRIPTION
JOB TITLE Senior IT Support
DEPARTMENT Administration
BARGAINING UNIT 2938.13
SALARY GRADE Class 1B, Level 1
EFFECTIVE DATE April 1, 2023
START DATE: June 9, 2025
END DATE: August 29, 2025
HOURS: Monday to Friday - 8am to 4pm (35 per week)
Application Closing Date: Friday May 23, 2025
POSITION SUMMARY
The IT Support Specialist provides technical assistance and training to staff, ensuring the smooth operation of the organization's IT infrastructure and end-user technology. This role involves troubleshooting technical issues, maintaining network systems, deploying new equipment, and conducting training sessions to enhance staff's technology proficiency. The IT Support Specialist plays a vital role in supporting the organization's technology needs and ensuring efficient operations.
KEY RESPONSIBILITIES
End-User Support:
· Timely & effective response/resolution of end-user technical support requests
· Troubleshoot & resolve issues with applications (e-mail, web, desktop apps)
· Troubleshoot & resolve issues with hardware, network connectivity
· Document solutions future reference and knowledge sharing
Network and Systems Administration:
· Monitor network infrastructure for/respond to network disruption events.
· Assist the Technology Manager with infrastructure upgrades and revisions
· User provisioning/updating (Windows domain / Office 365 / Zoom, other)
· Review automated technical reports/alerts and address issues that arise
Equipment Deployment and Maintenance:
· Receive, configure, and deploy new laptops, desktops, tablets, and cell phones.
· Upgrade/maintenance of end-user device software, including applying encryption
· Assist Technology Manager with router, switch, AP, and server upgrades
· Migrate user data to new equipment when necessary
Training and User Education:
· Work with Human Resources Onboarding process to support training new staff and students on baseline technology tools used by the agency
· Monthly, provide refresher / update training on technology tools for staff
· Weekly, host "Tech Walk-In" virtual sessions for ongoing support
QUALIFICATIONS AND EXPERIENCE:
· College Diploma in Computer Systems/Analyst
· CompTIA certification (asset)
· Cisco Network Switch Certifications (asset)
EXPERIENCE:
Minimum of 2 years of experience in a help desk/tech support role or equivalent combination of higher education / work experience
KNOWLEDGE/SKILLS/ABILITIES:
· Strong knowledge of Windows Server user administration and GPOs
· Confident in administering Office 365 Portal (user accounts, mailbox admin)
· Experience utilizing Microsoft Intune for app deployment, device management
· Expert Windows 10/11 Pro admin/deployment/configuration skills
· Thorough knowledge of IP4 network addressing / command line tools
· Experience with commercial-grade routers, switches, access points
· Experience utilizing Cloud Phone administration systems
· Strong Powershell scripting skills
· Confident Batch file scripting skills
· Advanced hardware/software troubleshooting skills
· Excellent verbal and written communication skills
· Strong organizational skills and the ability to manage multiple priorities
· Additional asset – specific experience with Proofpoint, Zoom or Ring Central admin portals, equipment by SonicWall / Cisco, Cyber Security training portals
WORKING CONDITIONS
· Typical office environment
· May involve sitting for extended periods
· May require occasional lifting of computer equipment
· May involve interaction with individuals who are stressed or upset
· Occasional after-office hours work (i.e. tasks that affect network connectivity)
To apply: https://jhsdurham.bamboohr.com/careers/411
