IT Support Specialist

$62,920 - $62,920/Yr

Phoenix Zoo - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

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About the position

The IT Support Specialist is an entry-level position within the Information Technology department at the Phoenix Zoo, responsible for providing level one help-desk support in a technical environment. This role is crucial for ensuring that all IT-related issues are addressed promptly and effectively, contributing to the overall efficiency of the organization. The specialist will handle support service requests through various channels, including phone, email, and a tech support ticketing system. The scope of support includes workstations, servers, printers, networks, IP phones, IP cameras, and vendor-specific hardware and software. In addition to direct support, the IT Support Specialist will assist in monitoring the reliability of the network infrastructure and operating systems across multiple platforms. This includes supporting documentation and implementation processes in collaboration with IT management. The work schedule is primarily Monday through Friday, but the specialist should be prepared for occasional after-hours work or weekend shifts as needed. Participation in a regular on-call rotation is also required to provide support for critical business systems during weekends. The role emphasizes quality guest service, requiring the specialist to maintain a friendly, helpful, positive, and professional demeanor while assisting both internal and external guests. The IT Support Specialist will troubleshoot a variety of hardware, software, and network issues, provide training and support for existing and new technologies, and ensure that all policies and procedures for LAN/WAN usage are upheld throughout the organization.

Responsibilities

• Provide quality guest service to both internal and external guests by maintaining a friendly, helpful, positive, and professional working attitude and appearance.
• Provide technical help desk support to users of the network, including Microsoft Office, Microsoft Server products, Microsoft Exchange, and major applications such as Raiser's Edge and Galaxy POS.
• Troubleshoot hardware, software, and network issues on computers, mobile devices, IP phones, IP cameras, AV equipment, and IoT devices.
• Provide training and support for existing and new technology to staff as needed.
• Install and maintain workstations, phones, and peripheral computer equipment.
• Assist in monitoring the reliability of network infrastructure, backup, and operating systems on multiple platforms.
• Support current documentation and implementation processes.
• Support and maintain policies and procedures for LAN/WAN usage throughout the organization.
• Provide support and expertise to the Technology plan for the ACNC.

Requirements

• High School degree or GED required; college degree in Computer Science, Information Technology, or related field preferred.
• Broad knowledge of software applications, PC and network hardware.
• Exceptional customer service skills to both internal and external customers.
• Excellent oral, written, and interpersonal communication skills.
• Ability to work independently and in a team environment.
• Demonstrated ability to manage multiple projects and schedules simultaneously.
• Demonstrated ability to communicate effectively with both technical and non-technical customers.
• Ability to lift 50 pounds and move computer equipment, printers, etc.
• Able to bend, stoop, crawl, and walk on uneven surfaces.
• Must be able to work a flexible work schedule, including evening and weekend hours, and for on-call emergencies.
• Possession of a valid driver's license.
• Ability to pass pre-employment background check, drug test, fingerprint clearance, and DMV check.