Technology Support Specialist

JOB SUMMARY:

Under the direction of the IT Director, the Technology Support Specialist provides technology support for the Central Office and Head Start centers in a polite, professional, and expedient manner. In every interaction, this role serves as a partner to the employees who rely on it — listening closely, communicating clearly, and treating each request with respect. The Technology Support Specialist works with integrity, handling issues honestly, consistently, and with accountability; delivers exceptional service that exceeds expectations; and brings an innovator’s curiosity to solving technology challenges and improving how the agency works.

DUTIES & RESPONSIBILITIES:

Support Requests:

• Respond to support requests as soon and as efficiently as possible, listen closely to understand each employee’s needs, and treat them as a valued partner.
• Identify, diagnose, and resolve hardware, software, printing, or network issues for employees, providing frontline service for all incoming requests with consistency and accountability.
• Evaluate documented resolutions and analyze trends to identify and prevent future problems, applying a curious, research-driven approach that keeps the agency’s technology moving forward.

Recording & Tracking:

• Record, track, and document the troubleshooting and resolution process, including all successful and unsuccessful attempts made and actions taken to final resolution, maintaining accurate records that reflect trust and accountability.
• Deploy missing software updates, drivers, and diagnostic tools when needed, staying adaptable and responsive as technology and agency needs change.
• Field necessary requests to Team Logic via both telephone and e-mail to ensure courteous, timely, and effective resolutions for end-user issues, building strong connections with outside partners along the way.

Other:

• Performs other duties as assigned by the IT Director.
• Requires frequent travel to off-site locations in the OKC metro area.

WORKING CONDITIONS:

Conduct work in a moderate-paced office environment with frequent interruptions. Most work centers on using, troubleshooting, and repairing computer systems or software. Possess strength and stamina to remain in a seated position for up to 60 minutes at a time throughout the workday with a minimum of fatigue and discomfort. May lift and carry general office supplies and technology equipment, typically weighing less than 30 pounds. Lower body strength to stand/walk throughout the day is required. Environmental demands include an air-conditioned building with fluorescent lighting, limited exposure to weather conditions, and exposure to computer monitors.

QUALIFICATIONS REQUIRED:

• Associate degree in computer science or a related field preferred.
• One or more of the following technology certifications: CompTIA A+, Google IT Support Professional, or Microsoft IT Support Associate.
• Proficient in Excel, Word, Outlook, and Teams software.
• Ability to handle confidential employee matters with discretion and integrity.
• Strong attention to detail.
• Excellent verbal and written communication skills that support open, respectful dialogue with people at every level.
• Excellent workspace and work process organizational skills.
• Ability to work effectively — and build genuine connections — with people of all levels and ethnic groups, respecting and valuing every individual.
• A consistent, fair, and honest approach to problem-solving, paired with the curiosity to research solutions and the adaptability to execute change as technology evolves.

QUALIFICATIONS PREFERRED:

• Two or more years of experience working in a technology support capacity preferred.

SUPERVISION:

Reports to: IT Director.

Supervises: None.

Coordinates with: Department Heads and Agency employees.