Information Technology Support Specialist I - Central Susquehanna Intermediate Unit

ORGANIZATIONAL RELATIONSHIP: The Information Technology Support Specialist I reports directly to the Network Administrator and in their absence to the Director of Technology.

JOB DEFINITION: The Information Technology Support Specialist I shall assist in the day to day desktop, network and Conference and Learning Center support.  This will include computer and printer installation and troubleshooting. iPad and IU mobile device management, maintaining and managing Conference and Learning Center Audio Visual (AV) equipment.  Assist in implementation and use of Google Apps and Google Sites for use by the CSIU. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Monitor CSIU internal support helpdesk for tickets.
2. Manage Conference and Learning Center (CLC) AV equipment.
3. Provides assistance and support for AV needs for meetings held at the CSU CLC.
4. Assist in network maintenance and cabling.
5. Assist in the implement and maintenance of CSIU Google Apps.
6. Initiate orders under the direction of Network Administrator.
7. Assist in computer and laptop installations and upgrades.
8. Monitor and assist in maintenance of CSIU server and desktop backups.
9. Setup, maintain and support video conferencing equipment and video bridge at the CSIU main office.
10. Assist in CSIU mobile device management.
11. Provide occasional field support to remote CSIU offices.
12. Manage users in main office domain and email domain.
13. Assist users with single-sign on (SSO) issues.
14. Install, monitor and maintain CSIU servers with assistance from the Network Administrator.
15. Provide technical assistance for cross divisional software solutions as required.
16. Utilize CSIU Intune application deployment in consultation with the Network Administrator.

EDUCATION, SKILLS AND EXPERIENCE REQUIRED: 

• Minimum of an Associate's degree in Information Technology or Computer Science (preferred); or a High School Diploma/equivalent General Education Diploma and a combination of skills and experience involving two (2) or more years of experience working in an information technology or computer desktop or networking support field.
• Beginner technical knowledge of basic computer networking environments, the Internet, and voice / video / data communications is required.
• The ability to work alone unsupervised at client’s work site is essential.
• Preference will be given to persons with experience in local area networking (LAN) and wide area networking (WAN).
• Excellent oral and written communications skills to work with staff and clients,
• Excellent organizational and time management skills to prioritize multiple project skills based on project deadlines is required. Maintain a high level of productivity.
• Ability to maintain positive working relationships with staff members, as communicating customer needs depends on this.
• Requires team building skills with the ability to develop and maintain positive and collaborative relationships using tact and diplomacy and to remain calm in unpredictable situations.

ADDITIONAL ELIGIBILITY QUALIFICATIONS: 

• Current, approved Act 34 (PA State Police), Act 151 (PA Child Abuse Registry) and Act 114-FBI Fingerprint clearances are required and must be renewed at appropriate, specific intervals pursuant to Act 153 of 2014 (revised Act 15 of 2015).
• Current, approved Act 126 Mandated Reporter Training certificate showing completion of a minimum of three (3) hours training every five (5) years.

PHYSICAL RQUIREMENTS: 

• Sedentary: Able to sit for extended periods of time, occasional walking, standing (as necessary) and able to lift and carry up to 80 pounds with assistance involving lifting computer workstations and computer network servers.
• Dexterity: Finger movements (computer keyboard, calculator), eye-hand coordination (office equipment, etc.).
• Audio-Visual Requirements: Within normal range with or without correction.
• Is able to move throughout all buildings, floors and grounds.
• Worksite Environment: Primarily indoors-office setting with occasional exposure to outdoor elements/climate during the day.
• Mental demands: Steady response to unpredictable situations, ability to remain calm and productive during stressful situations. Demonstrates independent judgment, discretion and is able to manage multiple projects and deadlines.
• Ability to travel to various work site locations and meetings. Must have access to suitable means of transportation to arrive to and from work sites is required.

PROFESSIONAL DEVELOPMENT REQUIREMENTS: Complete professional development opportunities as recommended by the immediate supervisor.

TIME REQUIREMENTS: 

• Full time, non-exempt position following a 12-month, 260-day schedule consisting of 7.5 hours a day, 37.5 hour per week. Additional working hours must be pre-approved by immediate supervisor.
• Occasional evening and weekend work and overnight travel is required.
• Attendance at work is a requirement of this position; any and all absences must be approved by the immediate supervisor.

CSIU PROPERTY AND CONFIDENTIALITY REQUIREMENTS: 

1. All property, including intellectual property, materials, equipment or actual products and services developed or accrued as part of the job duties and responsibilities listed above, is the property of the CSIU. It may not be used for personal profit or gain and will be relinquished to the CSIU upon termination of employment from the CSIU. 
2. The person employed in this position shall maintain confidentiality with regard to the personal and private information about clients and coworkers, programs and services and any other proprietary information accrued as a result of CSIU employment or as required by state or federal laws and regulations.
3. The person employed in this position must adhere to all requirements identified in the code of professionalism entitled "Ambassadors Are Professionals, Too" and CSIU Administrative Regulation 317-AR-1 CSIU Service Standards.

The position holder must be able to perform the essential job functions with or without reasonable accommodation.  It is the responsibility of the employee to inform their supervisor and the director of Human Resources of the need for any accommodations that may be required.

Employee and supervisor signatures indicate receipt of job description.  This document is not an employee contract nor does it imply a guarantee of continued employment in this position.