Job Description
Job DescriptionShort Description:
The Office of Human Rights is looking for an IT Specialist to provide generalized day to day IT support.
Complete Description:
The Office of Human Rights is seeking an experienced and highly skilled IT Support Specialist with 6+ years of hands-on IT support experience to serve as the primary point of contact for technical issues, troubleshooting, user support, endpoint administration, and ensuring a smooth daytoday technical operation.
This role is a great fit for someone who enjoys solving problems, mentoring junior technicians, owning issues end-to-end, and improving processes.
Key responsibilities include but are not limited to;
Technical Support
Provide Tier 13 support for hardware, software, network, and account issues.
Diagnose and resolve escalated incidents involving Windows/macOS, Microsoft 365, VPN, networks, and business applications.
Perform root cause analysis for recurring incidents and develop long-term solutions.
User Assistance & Leadership
Deliver professional, customer-focused support to end users, including executive-level staff.
Mentor junior staff by providing guidance on troubleshooting, documentation, and best practices.
Train users on new technologies, tools, and upgrades.
Ensure agency comply with District wide training requirements, IT, data, and telecommunication policies
Endpoint & Device Administration
Manage deployment, imaging, configuration, and refresh cycles for laptops and telecommunication devices.
Administer endpoint management solutions to manage devices in bulk rather than individually.
Maintain hardware inventory, lifecycle planning, and warranty tracking.
Networking & Systems
Troubleshoot WiFi, Ethernet, VPN, DNS, DHCP, VoIP, and printing issues.
Collaborate with Systems and Network teams including, OCTO, during incidents and scheduled maintenance.
Case Management System Support
Provide IT support for the organizations case management system, including access, troubleshooting, and updates.
Work with vendors or internal teams to resolve escalated system issues.
Standards, Procedures and Governance
Ensure IT project life cycles comply with District standards, procedures, and required documentation.
IT & Telecommunications Support Operations
Plan, coordinate, and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality.
Prioritize incoming requests, track progress, and maintain performance
Security & Compliance
Support audits, asset tracking and inventory, and compliance with IT security and operational policies.
Process & Documentation
Maintain and improve IT documentation, SOPs, and knowledge base articles.
Recommend and implement service improvements and automation opportunities.
Data Migration
Plan and execute data migration activities between systems or platforms.
Validate migrated data and resolve issues related to data transfer or system integration.
Additional Duties
Other duties as assigned.
Candidate Skills Matrix:
Following sections are to be filled by the candidate:
Skills | Required/Desired | No. of Years | How many years of experience candidate has?
Bachelors degree in Information Technology or related field or equivalent experience | Required | 10 |
Strong expertise in: Windows 11; macOS, Microsoft 365, Teams, Outlook, SharePoint/OneDrive. | Required | 6 |
Strong expertise in endpoint management tools (Intune preferred; SCCM/JAMF a plus). | Required | 6 |
Strong expertise in basic networking concepts (TCP/IP, DNS, DHCP, routing, Wi-Fi). | Required | 6 |
Strong expertise in hardware setup, configuration, imaging tools, and device lifecycle management. | Required | 6 |
Experience supporting remote, hybrid, and on-site users. | Required | 6 |
Demonstrated ability to solve complex issues independently. | Required | 6 |
Excellent communication, customer service, and technical documentation skills. | Required | 6 |
Administer support across multiple office locations. | Required | |
Ability to effectively work in a hybrid environment. | Required | |
Ability to move IT equipment (up to ~35 lbs.). | Required | |
ITIL Certification. | Highly desired | |
Background check:
- Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.