Job Summary

This position is located in the Child Information System Administration (CISA), Office of the Deputy Director for Administration (ODDA), Child and Family Services Agency (CFSA). The primary purpose of this position is to perform a variety of IT-related support services functions and peripheral services across the organization including the collaborative offices.

Duties and Responsibilities

The Support Services Assistant is responsible for imaging laptops, desktops, tablets and miniPCs using OCTO’s Image Deployment Tool kit and perform post imaging procedures to load Agency software and network services including Active Directory Enrollment, secure print installation, WiFi, and other tools listed in operational manual. Receives, warehouses, issues, transports, and maintains stocks of IT supplies (desktops, laptops, mouse, etc.) and related or peripheral pieces of equipment and supplies (printers, toners, mouse pad, and related accessories) and update asset tracking system. Monitor network printer errors, resolve paper jam, repair basic printer hardware issues such as tray settings, map secure printer and replace toners and create tickets for work performed. Assists staff with laptop installation/reconfiguration during onboarding. Receives notification for employee exit and arrange to pick up the company issued IT related supplies (laptop and its accessories, etc.) and update the asset tracking system.

The incumbent configures Office 365 Software services configuration including but not limited to MS Teams, Outlook 365, OneDrive, Word/Excel/PowerPoint Suite. Handles AirWatch Enrollment/troubleshooting, Secure Print/Secure Wifi Setup, Conference Room Audio/Video setup, Sorenson Video Relay, Fingerprint Computer/kiosk setup including visitor check-in. Performs a variety of emergency tasks such as resolving malware/virus incident alert from OCTO, loaner laptop requests and projector/conference room setup. Coordinates the repair of printers with vendors and create tickets for work performed. Handles internal remedy tickets as defined in the Service Level Agreement (SLA) and Agency Standard Operating Procedures (SOP); resolves customer requests; and provides updates/notifications to customers on service status/timeline for completion. Disposes off of IT related equipment (e.g., printer, laptops, desktops, and peripherals) as authorized by the immediate supervisor. 

The incumbent responds to urgent request to set up laptops and projectors; performs proactive inspection of conference room equipment to reduce disruption; and documents work done in ticketing system. Assembles, installs, and performs maintenance, setup, configuration, repair, return, checkout, removal, cleaning, testing, design, and installation of computers in accordance with IT policies and procedures. Monitors specifications. Transports computer equipment from storage to an end-user’s desk and/or from one building location to another as requested. Connects and tests computer systems to Local Area Network (LAN) connection and wireless network to ensure it is property working. Log ins to the LAN and installs appropriate printer definitions and determines appropriate LAN connectivity to applications. 

The incumbent identifies needed computer supplies and peripheral accessories and maintains tools and supplies needed to properly and effectively perform duties. Receives, sorts, stores, tracks, and timely distributes IT pieces of equipment and supplies purchased for CFSA staff.  Performs assignments indicated on Work Order requests approved by the supervisor. Indicates the beginning and ending time on each Work Order prior to transmitting to the Supervisory IT Specialist. Maintains and stocks desktop printers, desktops, laptops, and network printers. Coordinates with vendors/suppliers the repair or servicing of IT related pieces of equipment. Organizes IT storage areas; delivers and installs printers, desktops, and other peripheral equipment to end users including those who are in located in collaborative offices. 

Performs other related duties as assigned. 

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