IT Technical Support Specialist

The IT Technical Support Specialist will manage, maintain, and troubleshoot issues in Office365 environments. The employee must understand and be able to implement features and applicationsoftheOffice365SuiteandmakeinformedsuggestionstotheITDirectorforfeatures that the county could leverage for its benefit. The employee must understand Active Directory’s integration with Azure and the Office 365 environment. The email system is critical, and the employee must be able to troubleshoot issues with Exchange Online and use Defender 365 to mitigate the risk of intrusion into our network from malicious emails delivered to or sent from our tenant. The IT Technical Support Specialist will provide support for hardware, such as desktop computers, printers, scanners, or handheld devices, or for software programs. The IT Technical Support Specialist will generally track all support requests by creating IT tickets in ticket-tracking software and providing help desk support. Set up new laptops/PCs and install/upgrade standard software applications.

1. Handle customer technical support cases using ticket-tracking software.
2. Maintain system functionality by testing computer components.
3. Maintain a high level of integrity and confidentiality.
4. Develop and deliver end-user technical reference training material.
5. SupporttheITDirectorbymanagingUsersandLicensingwithintheOffice365 Environment.
6. Work with the IT Director to develop and maintain a plan to provide backup for Users, including but not limited to Office 365 Documents, Email, and OneDrive.
7. Must demonstrate proficiency with the Microsoft365 Suite.
8. Manage and Maintain the Office365 Suite of Products, including, but not limited to, the following:
   • Office365 Services.
   • Administer and troubleshoot directory synchronization and directory objects.
   • Administer and troubleshoot Exchange Online
   • Administer and troubleshoot Teams.
   • Administer and troubleshoot SharePoint Online.
   • Administer and troubleshoot Office compliance and security.
   • Planning and deployingMicrosoft365 Apps for enterprise.
9. Must demonstrate proficiency with MS Active Directory.
10. Mustdemonstrate proficiency with Azure.
11. MustdemonstrateproficiencywithOffice365 Security.
12. Effective written and verbal communication skills.

1. Observes procedures or process flows and provides feedback on any improvements found.
2. Maybe called up to perform other duties as they arise.
3. Must be able to lift and carry equipment over fifty pounds.
4. Must have a valid driver’s license to operate a county vehicle.

• Four-year degree from an accredited College or University.
• Must have at least 5 years of experience providing support to end users.
• Microsoft365 Certified.
• Must be able to work and function in a team environment.

1. Knowledge of personal computer hardware, software, peripherals, and terminology.
2. Knowledge of networking, both LANs and WANs, is a plus.
3. Strong analytical and problem-solving skills.
4. Organizational skills and attention to detail with the ability to write clear and detailed documentation.
5. Ability to install, repair, upgrade, and troubleshoot PCs, Servers, peripherals, and networking.
6. Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.