IT Support Specialist

I. Position Function SUMMARY:

Under the direction of the Technology Manager, the IT Support Specialist provides technical support to all aspects of technology and is responsible for installation and maintenance of the software, hardware and related peripherals while ensuring optimal system performance. Provides hardware and software support for users according to established policies and procedures in a timely, professional, and accurate manner. Maintains confidentiality of all privileged information throughout the NAPI organization,

II. ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

The following statements are essential functions of this position and not intended to be all-inclusive; rather, they are intended to describe the general nature and level of work to be performed. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of the incumbent, and an employee may be directed to perform other reasonably related job duties and responsibilities. NAPI reserves the right to revise or change the job duties and responsibilities as the need arises, based on business need, and this position description may be updated accordingly. This position description does not constitute a written or implied contract of employment.

General Duties & Responsibilities

1. Develops and maintains a working knowledge of both hardware and software components for all NAPI technology systems.
2. Responsible for all maintenance aspects of the NAPI Technology Systems; installation, maintenance and upgrades on all of the following:
   1. Network servers
   2. Switches
   3. Wireless units
   4. Computers
   5. Printers
   6. Telephones
   7. All related application software
3. Monitors the IT help desk routinely throughout the day to appropriately triage and respond to the tickets in order to maintain a high-level end user satisfaction.
4. Assists with the development of Standard Operating Procedures (SOP) for all NAPI technology equipment and systems.
5. Assists with training and supporting of all NAPI personnel in the daily use/functionality of all technology systems.
6. Assists with evaluating and maintaining computer hardware/software, network resources, and all other technology-related systems and equipment to ensure alignment with the NAPI mission.
7. Attends training necessary to maintain and support the technology used by the NAPI Organization.
8. Works with support contract companies to maintain existing contracts and performs necessary periodic maintenance, configuration and upgrades to technology related hardware and software.
9. Assists with the data backup procedures and storage of backup media.
10. Oversees the daily performance of computer systems.
11. Answers user inquiries regarding computer software or hardware operation to resolve problems.
12. Enters commands and observes system functioning to verify correct operations and detect errors.
13. Sets up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
14. Installs and performs minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
15. Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.
16. Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
17. Refers major hardware or software problems or defective products to vendors or technicians for service.
18. Assists in developing training materials and procedures, or trains users in the proper use of hardware or software.
19. Confers with staff, users and management to establish requirements for new systems or modifications.
20. Inspects equipment and reads order sheets to prepare for delivery to users.
21. Regularly participates as scheduled in the IT on-call rotation.

Other

22. Works collaboratively, cooperatively, and in coordination with fellow team members and with others in the organization, treats them with respect, courtesy and consideration, and shows understanding and the appropriate support of other team members to help get the job done.
23. Provides information, guidance and resources to diverse groups of customers, clients and others outside of the organization; treats them in a friendly manner with professionalism, helpfulness, respect, courtesy and consideration at all times regardless of circumstances.
24. Maintains regular, dependable attendance and punctuality, and physical presence at the assigned worksite; must interact directly with people or objects at the worksite on a regular basis. Communications technology may, for certain tasks and under certain circumstances, enable an employee to effectively perform some of the work-related duties from home on a temporary basis.
25. Performs other duties as assigned and which are deemed necessary or desirable by NAPI.