Eastern Idaho Community Action Partnership

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EASTERN IDAHO COMMUNITY ACTION PARTNERSHIP

JOB DESCRIPTION

Position Title:             Information Technology Support Specialist

Department:              Administration

Supervisor:                Information Systems Manager

Position Status:          Hourly, Regular Full Time

Salary Range:            Grade 7

Last Reviewed:          February 2010

POSITION SUMMARY

Provide technical assistance and training to computer system users concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.  Answer questions or resolve computer problems for computer system users in person, via telephone or from remote location.  Set up computer equipment for employee use.  Assist with network maintenance tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide technical assistance and training for agency computer users. Develop and maintain training materials and procedures, including a “help” system that gives users technology tips for solving basic problems.
2. Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.  Refer major hardware or software problems or defective products to vendors or technicians for service.
3. Install and configure all agency computers. Ensure the maintenance of agency computers, including those located in satellite facilities.
4. Oversee the daily performance of computer systems.
5. Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software.
6. Maintain record of daily problems, actions taken, and installation activities.
7. Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
8. Confer with staff, users, and management to establish recommendations for new systems or modifications of existing systems.
9. Prepare evaluations of software or hardware, and recommend improvements or upgrades that may benefit and improve program operations at the agency.
10. Assist in the maintenance and diagnostic of networking equipment.
11. Assist in performance of data backups and disaster recovery operations.
12. Assist in the implementation of network security measures in order to protect the agency’s data, software, and hardware.
13. Read trade magazines and technical manuals, and attend conferences and seminars to maintain knowledge of hardware and software.
14. Assist with the maintenance of EICAP web site to ensure that current information regarding the Agency is available to staff, participants, volunteers and the general public.
15. Perform other related duties as may be assigned from time to time.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Experience required in managing and supporting systems in a PC networked environment.  High School Diploma/GED required.  Associate’s or Bachelor’s degree in Computer Science, Computer Information Systems, or related field preferred.  Related certifications are also acceptable.

SKILLS and ABILITIES:

LANGUAGE SKILLS: Ability to communicate effectively in both oral and written forms. Must possess active listening skills; giving full attention to what another person is saying, taking time to understand, ask appropriate questions and not interrupting the other person. Ability to read, analyze, and interpret general business procedures.  Ability to write reports and business correspondence.

MATHEMATICAL SKILLS: Ability to apply basic concepts of algebra and geometry. Ability to calculate and apply figures and amounts such as fractions, percentages, and proportions to practical situations. 

REASONING ABILITY: Ability to solve practical problems and deal with a variety of work situations within the scope of the job. Ability to consider the relative costs and benefits of potential actions in order to choose the most appropriate one. Ability to interpret and apply commonsense understanding in order to carry out instructions furnished in written, oral, diagram, or schedule form. 

OTHER SKILLS and ABILITIES:

Ability to develop and conduct employee training regarding computer program applications.

Ability to work with diverse individuals and groups in a team environment.

CERTIFICATES, LICENSES, and REGISTRATIONS:

Must have a valid Idaho driver’s license, good driving record and proof of current automobile insurance.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee frequently is required to use hands to handle objects, tools, or controls.  The employee is occasionally required to stand, walk, and reach with hands and arms; and to stoop, kneel, or climb.

The employee must occasionally lift and/or move up to 40 pounds.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to low level electrical hazards. The employee is required to exercise the appropriate precautions and use personal protective equipment while handling electronic equipment. The noise level in the work environment is usually moderate.

Work area may have fluorescent lighting and air conditioning.

The employee is regularly required to travel within the Agency’s service area during winter driving conditions.  Weather-related travel safety decisions will be made on an as-needed basis.

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Employee’s Signature                                               Date