Technical Support Specilist

Essential Functions and Responsibilities

• Regional Technical Support & Coordination (35%)

o Provide timely, day-to-day technical support for site-specific IT systems and processes.

o Travel within the CRSA region to deliver on-site assistance and meet local operational requirements. No overnight travel required

o Collaborate with local and remote IT teams to align technological solutions with specific business functions.

o Act as a primary liaison for business units to support local resources containing IT components.

• Endpoint Management & Automation (25%)

o Manage and maintain local computer hardware, including peripherals and specialized site equipment.

o Ensure all systems remain secure and functional through routine firmware patching and security software management.

o Develop or modify automation and scripting to improve site-specific efficiency.

o Maintain comprehensive inventory documentation within the ITSM system. Service Desk Plus, but other tool use is applicable. SCCM and Zoho Endpoint Central. Powershell

• Application & Productivity Support (20%)

o Manage desktop productivity suites, ensuring they are accessible and properly patched.

o Maintain a functional understanding of site-specific applications, including installation and ongoing maintenance.

o Document site-specific configurations and share knowledge with the Service Management team.

• Network Infrastructure & Connectivity (10%)

o Install and configure physical networking equipment and media following DOM-DoIT standards. Cisco and Meraki

o Monitor site ICN circuits and external communication circuits to minimize downtime.

o Communicate planned maintenance and outage status to site executives and management.

• Administration & Compliance (10%)

o Track all support activities and vendor-related issues via the DOM-DoIT ITSM system.

o Produce step-by-step technical documentation and weekly status reports for projects and tasks.

o Participate in on-call rotations and team meetings as required. PRN - infrequent

Requirements

• Mobility: Ability to travel to various sites within the CRSA region of Iowa. Contractor will need to enter into a car use agreement with DAS.
• Availability: Participation in an on-call rotation as necessary to support critical business functions.
• Technical Literacy: Proficiency in ITSM systems, scripting for automation, and network hardware configuration.
• Endpoint Management: Ability to manage, patch, and maintain computer hardware, firmware, and peripherals (printers, scanners, etc.).
• Network Admin: Proficiency in installing & config physical networking equipment and monitoring Wide Area Network or external communication circuits. Hands on installation; providing troubleshooting information to networking and server administrators; MS Teams phone experience may be of value
• Systems Diagnostics: Expertise in troubleshooting day-to-day technical issues for IT-specific systems and integrated components
• ITSM Proficiency: Experience using IT Service Management (ITSM) systems for inventory tracking, ticket management, and knowledge base documentation.