Description

The IT Specialist supports the technological needs of Tyler's employees in the areas of advanced helpdesk issues including hardware and software support.

Responsibilities

• Provide end-user support for Tyler's internal customers via telephone, email, remote control and in-person.
• Install and maintain Tyler approved software.
• Troubleshoot and repair hardware issues related to computers.
• Document customer interactions and issue resolution using appropriate helpdesk tracking system.
• Configure, maintain, and troubleshoot printer related issues.
• Proficient with use and repair of all Microsoft Operating Systems, Microsoft Office Applications and computer threat detection and removal.
• Troubleshoot initial network connectivity and VPN issues.
• Possess a basic understanding and ability to troubleshoot basic network issues related to DHCP and DNS.
• Possess a basic understanding and ability to troubleshoot issues related to Active Directory, Exchange and Server Operating Systems.
• Provide assistance to any other department as needed.

****Qualifications

The IT Specialist must be able to:

• Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical.
• Adapt to changing products, technologies and environments in support of customer needs.
• Work in a networked environment with a basic understanding of network principles and configuration including LAN, WAN, DNS, DHCP and VPN.
• Assess the complexity of an issue and escalate more critical issues to SR. IT Specialists.
• Organize work, establish priorities, and handle multiple tasks coming from various sources.
• Meet deadlines and resolve issues with minimal supervision.
• Take ownership for troubleshooting and resolving client issues outside direct area of responsibility.
• Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
• Provide seamless integration to department and company resources from a customer perspective.
• Bachelor's degree in computer science or equivalent experience or certification
• Typically requires at least 3 years' IT experience in a business environment
• IT certifications such as AWS, MCP, Network+ and/or CCENT a plus
• Demonstrated or has previous experience installing, configuring and supporting operating systems, PCs, printers and other hardware
• Ability to prioritize and complete multiple tasks in a fast paced, technical environment
• Good interpersonal and communication skills
• Demonstrated customer service skills
• Ability to work independently and in a team environment
• Ability to work in a networked environment and an understanding of network principles and configuration including DNS, DHCP, LAN, WAN and VPN
• Ability to prioritize and complete multiple tasks in a fast paced, technical environment
• Demonstrated ability to maintain a positive, professional attitude
• May be required to lift 30 pounds on a weekly basis and bend and work in restrictive spaces such as under desks