IT Support Specialist (695306)

The health boards and professional licensure require a significant amount of IT support to manage a vast array of staff needs and public facing meetings. Their systems serve over 200,000 licensees and Board Members across the state. Location is on Site

THIS IS AN ONSITE POSITION

The health boards and professional licensure require a significant amount of IT support to manage a vast array of staff needs and public facing meetings. Their systems serve over 200,000 licensees and Board Members across the state. Technological support for the Division has a major public impact and responsibility to run efficiently. This position will cover all aspects of IT support dedicated to the RiverPoint location.

DESCRIPTION FOR JOB POSTING:

This resource will be the primary technology resource supporting the Division of Professional Licensing and Regulation. This includes staff of the four Health Boards (Medicine, Dental, Nursing and Pharmacy), the Bureau of Professional Licensure, as well as board members and committees.

Requirements• Conduct IT on-boarding for new hires and board members, service computers, and be available for remote assistance, as well as be on-site and available as a technical resource for meetings.• Compile, convert and distribute sensitive digital media to board members, peer reviewers and outside parties.• Work with staff to utilize available tools to address productivity needs and workflow efficiencies.• Assist in the creation, documentation and maintenance of IT policies and standard operating procedures.• Provide second-level help desk support within the IM ticketing system.• Identify unresolved tickets and seek closure or resolution.• Receive, escalate and respond to staff inquiries regarding security concerns, technology outages, user account management and network connectivity.• Provide ad hoc reports to management upon request.• managing an active directory of user and computer resources.• Assist in new equipment requests with staff, management and IM purchasing agent.• Setup and maintain master image and checklist for new computer implementations.• Ensure all laptops and desktops are fully patched.• Manage laptop disk encryption.• Identify and address security vulnerabilities, trending threats, and document and communicate with IM team.• Maintain and update inventory for IT equipment.• Diagnose and resolve issues with software and hardware.• Coordinate and manage warranty and support cases with software developers and hardware manufacturers.• Assist in management of Filecloud file system.• Manage Google group access.• Manage ICN portal for desk phone administration.• Manage software upgrades.• Manage on-premises Windows file/print server.• Provide support for mobile devices.• Add/Modify/Remove user permissions.• Manage and support network printers, label printers, copiers and scanners.• Manage badge/door access.• Plan, create and deliver training services in use of all deployed technology including essential applications and hardware.• Support Division videoconferencing technologies, including, but not limited to Zoom, WebEx, Teams, and conference room hardware configurations.

All other duties as assigned or required during an emergency, including some after-hours work assisting with Board Member (non-staff) system access needs.

Skills
Required / Desired
Amount
of Experience

Good time management and organizational skills

Required
5
Years

Excellent customer service skills

Required
5
Years

Skilled in basic Microsoft Office Products, various internet browsers, and Windows 10 software

Required
5
Years

Experience working with Google drives and file management

Required
5
Years

Detail oriented and a problem solver

Required
5
Years

Able to work efficiently under pressure and meet deadlines

Required

Years