IT Specialist

Job Summary: The IT Customer Support Specialist will be responsible for providing first level support for users, ensure currency of information and provide installation and training services as needed. This position also installs, modifies and makes minor repairs to personal computer hardware and software systems, and provides technical advice and support to system users.

Essential Duties and Responsibilities include the following or are comparable to most of the following. Other duties may be assigned.

1. Provides telephone and online support to VOA Texas end-users for all IT needs.
2. Provides in person support for Houston region.
3. Coordinates activities within IT department and provides training as needed.
4. Provides updates, status and completion information to Director and/or users, via voice mail, e-mail or in-person communication.
5. Identifies and procures the hardware and software needed to satisfy user requirements.
6. Installs hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises.
7. Loads appropriate software packages such as operating systems, networking components and office applications.
8. Assists in the customization and adaptation of existing programs to meet users’ requirements.
9. Connects users to networks and provides training in facilities and applications.
10. Administers e-mail and anti-virus systems.
11. Ensure that the company applications are being effectively deployed and utilized by our programs and employees.
12. Coordinate application installation and acceptance with end users and provide user assistance on application operations.
13. 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.
14. Review computer system capabilities, workflow, and scheduling limitations to determine if requested program or program change is possible within existing system.
15. Study existing information-processing systems to evaluate effectiveness and develop new systems to improve production or workflow as required.
16. Analyze user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations.
17. Upgrades system and corrects errors to maintain system.
18. Assists in research and procurement of computer accessories and supplies.
19. Identify and implement new technologies to increase features and value.
20. Completes any other job assignment as requested.

SUPERVISORY RESPONSIBILITIES
This position does not have direct organizational supervisory responsibilities.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing 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 regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

OTHER

• Time commitment:
  • 40 Hours per week (average) for full-time
  • Overtime may be required
• If driving for VOA-TX business:
  • MVR background check (good driving record)
  • Valid Texas driver’s license
• Criminal background check
• Approval from BOP to work with Federal clients, if applicable
• Approval from TDCJ to work in TDCJ-funded programs, if applicable