This IT Customer Support Specialist role provides first-level support to users, ensures information currency, and offers installation and training services. The position involves installing, modifying, and repairing personal computer hardware and software systems, as well as providing technical advice and support to system users.
Responsibilities
Provide telephone and online support to VOA Texas end-users for all IT needs
Provide in-person support for the Houston region
Coordinate activities within the IT department and provide training as needed
Provide updates, status, and completion information to the Director and/or users, via voice mail, e-mail or in-person communication
Identify and procure the hardware and software needed to satisfy user requirements
Install hardware and peripheral components such as monitors, keyboards, printers, and disk drives on users’ premises
Load appropriate software packages such as operating systems, networking components, and office applications
Assist in the customization and adaptation of existing programs to meet users’ requirements
Connect users to networks and provide training in facilities and applications
Administer e-mail and anti-virus systems
Ensure that company applications are being effectively deployed and utilized by programs and employees
Coordinate application installation and acceptance with end users and provide user assistance on application operations
Confer with personnel of business units involved to analyze current operational procedures, identify problems, and learn specific input and output requirements such as forms of data input, how data is to be summarized, and formats for reports
Review computer system capabilities, workflow, and scheduling limitations to determine if requested program or program change is possible within existing system
Study existing information-processing systems to evaluate effectiveness and develop new systems to improve production or workflow as required
Analyze user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations
Upgrade system and correct errors to maintain system
Assist in research and procurement of computer accessories and supplies
Identify and implement new technologies to increase features and value
Complete any other job assignment as requested
Requirements
Bachelor’s Degree in business, computer science or related field OR equivalent education and/or experience with two years’ experience in IT support
Strong computer skills, preferably in Windows, Word, PowerPoint, Outlook, database, and network systems
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Tailored applications submitted
Very strong written and verbal communication skills
Superior organizational and attention to detail skills
Exceptional follow-up capability
Excellent organizational, analytical, and time management skills
Ability to handle multiple tasks simultaneously and effectively manage shifting priorities
Ability to exercise initiative and sound judgment and react with discretion under varying conditions
Bias for action, strong work ethic, flexibility, professionalism, customer orientation
Flexibility to work in a team environment or independently, and under pressure successfully
Ability to travel and work weekends on occasion
Ability to work independently with little supervision
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to establish and maintain effective and appropriate relationships with the public, other authorities, agencies, and employees
Able to respect and maintain confidentiality at all times
Upholds organizational values
Valid Texas driver’s license with satisfactory MVR record (meets requirements to be insured)
Successful completion of any required training and acquisition of any required certifications within prescribed timeframes
Important Details
Schedule: 40 hours per week (average) for full-time
