Workstation Support Specialist

Recruitment #210818-UNCB-181

Introduction

APPLICATION INSTRUCTIONS:

SUBMIT RESUME & COVER LETTER TO:

careers@dac.state.ok.us
or
District Attorneys Council
Attn: Human Resource Division
421 N.W. 13th Street, Ste. 290
Oklahoma City, OK 73103-
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Workstation Support Specialist

Division/Department:
Information Technology Division
Location: DAC/Oklahoma City

JOB DESCRIPTION
The Workstation Support Specialist, at the direction of the IT Director, will provide end-user support and troubleshooting at the main office as well as multiple offsite locations. With oversight and leadership of the Lead IT Support Specialist and System Administrators, the position is responsible for supporting the day-to-day maintenance of computer network hardware, as well as agency workstations (laptops, desktops, and printers) and work on servers running a variety of operating systems and software, including but not limited to Case Management Systems and Book Keeping software. Additionally, this position will assist with installations and system upgrade initiatives, the rollout of hardware and software, and any user training that may be needed. The Workstation Support Specialist is the first line support of all ITrelated matters, including hardware (computer, printer, Wi-Fi, video conferencing, etc.), and software (Windows, Office, Teams, etc.) for the agency. Based on experience level, this position provides Tier 1, 2, and 3 help desk support for remote and on-site users.

DUTIES AND RESPONSIBILITIES
*Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures
*Document problems in the ticketing system for diagnostics and solution implementation
*Communicate clearly and professionally with end users to convey understanding of an issue and what is being done to resolve it
*Support security, connectivity, functionality, and performance of thick-client and thin-client computers such Windows based or other OS based workstations, desktops, laptops, tablets, iPads, Chromebooks, etc.
*Configure and deploy new and refurbished workstations and equipment to workforce
*Retrieve, refurbish, restock, and surplus computers and IT equipment from workforce
*Partner with team to maintain accurate asset & equipment inventory for each site
*Troubleshoot and assist with the installation/setup of equipment and devices connected to agency managed workstations
*Equip new employees in a timely fashion to facilitate their onboarding to the organization through the provisioning of equipment and accounts
*Collaborate with third-party vendors and partners to facilitate IT purchases and projects
*Independently accept requests and tasks through various channels, ensuring that each is properly documented (request and resolution) within our IT ticketing system
*Keeps abreast of current technology trends regarding new hardware/software products for system enhancements
*Assists the Systems Administrators and Network Administrators as requested including performing scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support and specialized training.
*Communicate policies regarding company equipment, equipment refresh, approved software, acceptable use, and IT request management to the workforce in a clear and professional manner
*Participate in team meetings and standups
*Provides assistance to IT teams members
*Creates and/or modifies voicemail boxes and call features

RELATIONSHIPS
This position will work under the direction of the Information Technology Director and closely with the Systems Administrators. It requires excellent customer service and organizational skills to support administrative personnel, department supervisors, staff, and DAC customers.

This person will be required to promote a positive work environment by maintaining respectful interactions with DAC members, and it requires the ability to function successfully in both team and independent work environments.

WORK EXPERIENCE REQUIREMENTS
*1-2 years of experience in a technical support or desktop support role or equivalent
*Working knowledge of common technologies and systems such as Office365, Active Directory, etc.
*Customer service experience (highly preferred)
*Creative problem-solving skills and a smart, intentional approach to tasks (highly preferred)
*Must work well in a fast-paced environment, balancing on-demand support for issues as they arise with an orderly approach to nonemergent tasks
*Basic experience configuring and managing VPN connectivity 
*Excellent written and verbal communication skills
*Professional experience:
 *Installing and configuring productivity tools and programs such as MS Office, Adobe, etc.
 *Troubleshooting Windows OS (required) and MacOS (preferred)
 *Patching systems and implementing security best practices
 *Troubleshooting common desktop support issues
 *Troubleshooting network connectivity and network performance issues
 *Configuring and deploying new workstation computers
 *Wiping and refurbishing workstation computers

EDUCATION REQUIREMENTS
A degree from an accredited college or university in computer science or a related field and two years' of experience in a technical support or desktop support role or equivalent. Experience may substitute for education on a year-for-year basis as follows: graduation from high school or equivalent and four years working in computer related areas;

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to sit and reach with their hands and arms and perform repetitive motions with wrists, hands, and fingers. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds or more. Specific vision abilities required by this position include close vision, color vision, depth perception, ability to adjust and focus, and the ability to see clearly at 20 feet or more

WORK ENVIRONMENT
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, may have to work in high precarious places, and the risk of electrical shock. This position frequently handles emergency or crisis situations and may be subject to varying and unpredictable situations and work hours. The employee is subject to frequent interruptions, multiple calls and inquiries, and may occasionally handle absentee replacement on short notice. The noise level in the work environment is usually moderate.

Frequent in-state travel and occasional out-of-state travel may be required

The Oklahoma District Attorneys Council (DAC) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type based on race, color, religion, age, sex (including gender identity or expression and pregnancy), national origin, sexual orientation, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state, or local laws. DAC also has a strict no-retaliation policy that prohibits retaliation against individuals who report discrimination or harassment, or who participate in investigations into such conduct. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall transfer, leaves of absence, compensation, and training.

Conclusion

Veteran’s preference points apply only for initial appointment in the classified service.