Job Summary:

Under broad supervision, provides management information system user support on a continuing basis either by phone or site visit. Troubleshoots end-user problems. Analyzes and designs software modifications to meet users' needs. May develop and conduct training programs for software/hardware users. Owns assigned tasks. May serve as a lead or train staff.

Primary Duties & Responsibilities:

• Under limited supervision, manages a multi-user computer system or local area network with minimal direction within an assigned geographical area, facility, division or office.
• Provides system installation, network/server access, control and troubleshooting.
• Provides support and technical assistance to computer users.
• Analyzes information needs and provides business solutions using computer packaged software.
• Generates reports for management and staff.
• Demonstrates knowledge of Department of Transportation information systems including data collection and data distribution.
• Incorporates an understanding of the business needs of D.O.T. offices or districts, and of available technology into problem solving.
• May act as a lead worker--or supervisor--for other technical support staff.
• Demonstrates knowledge of GDOT policies and procedures.

Entry Qualifications:

High school diploma/GED and two (2) years of education or experience in information security, privacy, system/network administration and support, or application development AND training and experience necessary to independently provide technical support to computer users in an assigned office/geographic area.

Agency Specific Qualifications:

• Completion of an associate degree in a computer related field and experience providing support services on a multi-user computer system OR A thorough knowledge of desktop and multi-user software applications (e.g., Databases, word processors, spreadsheets) OR Three (3) years of work experience providing software and hardware technical assistance to customers and/or one (l) year of previous experience providing phone support technical assistance in a help desk environment.
• Vocational-technical or military training in a computer field.
• Related professional certification.
• Demonstrates ability to operate computer peripheral devices.
• Demonstrates ability to install, configure, and/or troubleshoot desktops, laptops, software, and peripheral devices.
• Demonstrates ability to install and maintain components of voice and/or data communication networks.
• Demonstrates ability to perform small part installations or modifications to electronic equipment.
• Demonstrated ability to convey complex technical information orally and in writing to diverse customers with varying levels of technical knowledge with tact and courtesy.
• Demonstrated ability to provide technical support and assistance with computer operating systems, local area networking, hardware and software.
• Demonstrates ability to interact with others to influence and challenge them.
• Demonstrated ability to work in a team environment.
• Demonstrates ability to analyze and resolve hardware/software problems which have not been experienced previously.
• Uses creative thinking to apply appropriate technical tools to existing manual processes.
• Demonstrates ability to build a mental model of the computer system, network, or business process or dynamic system.
• Demonstrated ability to solve practical problems in installing hardware/software using mathematical and statistical techniques.
• Demonstrated ability to support customers working in an engineering software environment.
• Demonstrates ability to make sound decisions.
• Demonstrates ability to organize work set priorities and determine objectives.
• Adapt to changing technical environment and variable workloads.
• Committed to providing quality customer service.
• Ability to bend, climb, lift and move in confined spaces.

Agency Preferred Qualifications:

• Knowledge of ServiceNow, Remedy or other ITSM related products.
• Knowledge of SCCM and/or InTune.
• Knowledge of basic troubleshooting of network related hardware.
• Knowledge of ITSM service level agreements and able to work within policy guidelines and procedures.
• Ability to work well with other team members to achieve instructed and common goals.

GDOT IS AN EQUAL OPPORTUNITY EMPLOYER