**This position is located in central Vermont & is not remote**

The Technical Support Specialist's role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Essential Functions:

· Field incoming help requests from end users via telephone, email, and the helpdesk staff.

· Triage and prioritize problem resolution. Escalate problems (when required) to the Network Administrator.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

· Identify and learn appropriate software and hardware configurations used and supported by the Agency.

· Perform hands-on fixes at the endpoint level, including installing and upgrading software, hardware, and configuring systems.

· Test fixes to ensure the problem has been adequately resolved.

· Record agency assets into inventory database.

Associates degree or equivalent education from technical or vocational school or 2+ years of related work experience preferred. While a valid driver's license and reliable transportation is required as this position travels to different sites to assist with IT needs.