IT Specialist II Corporate Bonita

JOB RESPONSIBILITIES: 

Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I. 

Track hardware/software assets and ensure documented IT asset management policies are followed. 

Perform root-cause analysis (problem management) for continuous improvement of service delivery processes. 

Understanding of networking concepts.  

Perform workstation maintenance and system upgrades including service packs, patches, hot fixes and security configurations. 

Monitor performance and ensure system availability and reliability. 

Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the environment.  

Ability to analyze business and technical process flows and contribute ideas and recommendations for improvement. 

Provide Tier 2 technical support to executive-level staff and end-users in a field support capacity. 

Respond promptly and professionally to technical issues reported by executives and other end-users, both remotely and on-site. 

Troubleshoot and resolve complex hardware, software, and network problems related to desktops, laptops, mobile devices, printers, and other technology equipment. 

Advising management on weak points, avenues for improvement, and risks in the company's IT infrastructure. 

Driving required to specific company locations throughout Arizona. 

Performs other related duties as assigned or necessary as they relate to the general nature of the position. 

CORE COMPETENCIES: 

• Functional Knowledge and Skills - Demonstrates skills and knowledge relevant to one’s own function or work group. Applies current best practices in discipline or specialty area. Stays aware of major developments in discipline or specialty area. 

• Adaptability - Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.  

• Communication – Communicates in a clear and concise manner using appropriate grammar, pronunciation, and tone to enhance understanding. Effectively transfers thoughts and expresses ideas verbally in individual or group situations; clearly conveys thoughts in writing. 

• Customer Focus – Listens to customers (internal and external) and addresses needs and concerns. Keeps customers informed by providing status reports and progress updates. Maintains supportive relationship with customers. 

• Teamwork – Promotes cooperation and commitment to achieve goals and deliverables. 

• Ethical Principles - Works collaboratively in a positive way to avoid any conflict of interest that would undermine public trust or the effectiveness of the agency’s programs. 

• Health and Safety - Demonstrates knowledge of potential health and safety hazards; promotes and observes health and safety procedures; uses equipment and materials properly. 

• Inclusiveness- Demonstrates awareness and respect of cultural and individual values. Appreciates and leverages the strengths of others to accomplish goals. Listens to ideas from others, even when different from own. Is careful to ensure all sides are heard before reaching a conclusion. 

• Interpersonal Relationships - Considers and responds appropriately to the needs and capabilities of different people in different situations; is tactful, compassionate and sensitive, and treats others with respect. 

• Personal Growth - Demonstrates desire and drive to acquire knowledge and skills necessary to perform job more effectively; eagerness to acquire necessary knowledge, skills, and judgment to accomplish a result. 

• Problem Solving - Uses both analytical and creative thinking to identify problems, collect information, determine the cause, identify and select solutions and implement the best solution. 

• Results Oriented - Strives to consistently achieve excellence in all tasks and goals. Maintains focus and perseveres in the face of obstacles. Uses time efficiently and responds quickly and constructively when confronted with challenges. Prioritizes tasks based on importance. 

• Taking Initiative - Responds appropriately on own to improve outcomes, processes or measurements. Assumes responsibility and leadership when asked. Takes ownership and accountability for own performance. Seeks out and/or accepts additional responsibilities in the context of the job. 

• Training - Understands and applies principles of adult learning to train others in the use of teaching and behavior intervention strategies. 

QUALIFICATIONS: 

Education – HS Diploma, or equivalent. AA's or  Bachelor’s degree a plus.  

Experience – Experience working with help desk or ticketing system software.  

REGULATORY:  

Minimum 18 years of age. DPS Level 1 Fingerprint Clearance Card (must possess and maintain throughout employment). 

Current, valid Arizona Driver’s License and 39-month Motor Vehicle Report and proof of vehicle registration liability insurance to meet insurance requirements, if required. 

KNOWLEDGE, SKILLS AND ABILITIES 

• Comprehension of the English language, verbally and in writing, and the ability to read, write and speak English. 

• Technology – Computer literacy to include working knowledge of Microsoft Office Systems, Word, Outlook and Excel application; ability to utilize Electronic Health Record (EHR). 

PHYSICAL DEMANDS (The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform.): 

• Physical:  Sufficient physical ability and mobility to work in an office, school or community setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist: to lift, carry, push, and/or pull light to moderate amount of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard or laptop; and to verbally communicate to exchange information. Ability to provide services in homes or locations in the community which may not be adapted for accessibility. 

• Ability to drive a vehicle. 

• Hearing: Hear in the normal audio range with or without correction or accommodation. 

DISCLAIMER: 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.