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MSD seeking to hire Information Technology Support Specialist

Please use this Application for Employment when applying for all MSD jobs.

Send all applications, cover letters and resumes to msdjobs@msd.utah.gov. Include job title in subject line.

JOB TYPE: Full-Time Exempt

PAY GRADE: $38,738 minimum $52,362 maximum depending on experience, training, and certifications

JOB SUMMARY

Under the supervision of the Technology Manager the Information Technology (IT) Support Specialist provides desktop support for the MSD users at local and remote sites. This employee will respond to trouble calls, perform day-to-day helpdesk operations duties, and provide technical support to MSD staff as needed.

MINIMUM EDUCATION QUALIFICATION

Three (3) years of equivalent desktop and help desk support experience in a similar environment, size and scope, OR an equivalent combination of education, certifications, and experience such as an Associate Degree in an Information Technology/STEM related field, plus two (2) years of equivalent help desk support experience in a similar environment, size, and scope.

An equivalent combination of education and experience may be substituted.

Special Requirements

  • Must possess a valid and unencumbered Utah driver license.
  • Must agree to a background screening, previous employment verification, and education verification.

ESSENTIAL FUNCTIONS

The following duties and responsibilities are intended to be representative of the work performed by the employee(s) in this position and are not all-inclusive. The omission of specific duties and responsibilities will not exclude it from the position.

Applicants must be prepared to demonstrate the ability to perform the essential functions of the job with or without reasonable accommodation.

  • Diagnose, repair, and install computer related hardware and/or software systems.
  • Uses appropriate diagnostic tools and techniques, determine the cause of computer or software failures and repair or replace defective components or notifies customer of course of action to affect warranty repair. Installs systems or components as needed.
  • Utilizes, maintains, installs, troubleshoots, and upgrades computer systems, servers, printers, mobile devices and peripheral devices for performance and security related issues.
  • Provides desktop networking connectivity (including wireless) support.
  • Reviews ticket tracking system throughout the day for ticker or call assignments.
  • Responds to user questions and requests for assistance. Enters all requests for assistance into the ticket tracking system.
  • Provides assistance with approved application software for configuration, customization, and troubleshooting.
  • Manages and prioritizes service calls and work order ticketing system.
  • Develops, updates and maintains technical documentation.
  • Analyzes trends to prevent negative impact to infrastructure.
  • Conducts after-action-reviews and addresses, root cause and records resolution findings.
  • Coordinates activities with IT service provider related to network services, security, application, and infrastructure groups.
  • Provides support during evaluation of vendor-supplied software by studying user objectives, testing software compatibility with existing hardware and software.
  • Assists MSD management and customers in making appropriate decisions regarding needed hardware sizing, configuration, etc. Configures operating systems to support applications.
  • Supports development of new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction.
  • Makes suggestions to customer and MSD management for improvements of processes, equipment, or training issues that would help the customer perform effectively.
  • Works as part of a team in the creation of policies and procedures for the technical support group.
  • Communicates with MSD users to keep them informed of timeframes and status of calls.
  • Performs other duties as needed or assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

  • Technical hardware, software, security and associate peripherals (printers, scanners, monitors), Microsoft products (Office 365, Exchange), and online security.
  • Mobile device/wireless support (iPhones, iPads).
  • End-user support for applications, peripherals and telecommunications (phones, VoIP.)
  • Client Server desktop support, including but not limited to on-site repair/resolution, phone support, issues analysis, incident resolution and effective communication with users.
  • Helpdesk functions such as incident ticketing and tracking systems.
  • Cloud solutions and its impact on end-users.

Skills and Abilities to:

• Communicate effectively, both verbally and in writing.
• Solve complex problems; effectively apply general principles to specific conditions.
• Facilitate projects and meetings as assigned.
• Analyze business and technical processes and determine ways of making them more efficient.
• Remain calm under stress and quickly adjust, evolve and multi-task between several competing priorities at once.
• Maintain confidentiality and professionalism.

 WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is frequently required to sit, walk, move, talk and hear. The employee is occasionally required to use hands to fingers, handle and feel objects, tools, or controls; and reach with hands and arms.
  • The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
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