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IT Customer Support Specialist


This is a Contract position in Las Vegas, NV posted November 22, 2021.

To perform the technical, administrative and operational tasks necessary to assist the IT Department in providing quality customer service to internal staff Administrative : Review and pay all Agency telephone bills and IT internal bills Review payments to vendors and create A/P database, respond to vendor payment calls Prepare purchase requests, requisitions and review purchase order balances Prepare quotes for yearly maintenance contracts and blanket purchase orders Collect and distribute mail and Orgs inter-office mail Prepare reports, assist with presentations at management’s request Prepare software training classes and assist with scheduling Help Desk/Technical: Receive, log and respond to help desk calls; help ensure adequate coverage Provide over-the-phone and on-site troubleshooting, problem analysis and resolution Add and remove user access to the network and/or systems Provide assistance with password and log-on procedures Receive, unpack, assemble, configure, carry, install and test personal computers, printers and related equipment and software Assist with the removal of old or outdated computer equipment, software or peripherals Research and acquire knowledge of Agency computer hardware and software to provide support to users Assess and resolve hardware, software and application problems for Agency computers Assist with wiring configuration and installation as needed Help ensure IT software and hardware standards are known and observed by users Provide assistance with E-mail and other software; locate and restore lost files Load, test, evaluate and document new or proposed software, as requested Liaison with vendors for maintenance or troubleshooting assistance Assess user needs for setup of appropriate desktop computing environment and assist with ergonomic considerations Follow up with customers and senior tech staff to ensure problems are resolved quickly Provide one-on-one user training or assistance as needed Help customers optimize the use of hardware and software through assistance and empowerment Document troubleshooting procedures and solutions and make available to IT staff Resolve network problems using specific commands Operations: Set up, monitor, operate and troubleshoot: Agency check payment processes Direct deposits, electronic funds transfers, PERS/ICMA tapes, etc.

Org’s computer system backup processes for all programs and data, on-site and off-site: Set up and print 14-day notices and other reports Monitor environmental equipment in computer room (HVAC) Coordinate and schedule vendor service and maintenance calls Provide backup support for the orgs telephone system, setup, configuration, user assistance and troubleshooting Monitor hardware/software on LAN/WAN systems and assist with system recovery and restart Provide regular status reporting Assist with help desk coverage Monitor and maintain the Agency telephone switches (PBXs) Provide support to users on voicemail system Coordinate and schedule vendor service for wiring voice and network stations Support users with requests for changes to existing voice lines and new or modified services Assist with and post Internet changes to org and Intranet pages