JOB SUMMARY:
Under the direction of the IT Director, the Technology Support Specialist provides technology support for the Central Office and Head Start centers in a polite, professional, and expedient manner. In every interaction, this role serves as a partner to the employees who rely on it — listening closely, communicating clearly, and treating each request with respect. The Technology Support Specialist works with integrity, handling issues honestly, consistently, and with accountability; delivers exceptional service that exceeds expectations; and brings an innovator’s curiosity to solving technology challenges and improving how the agency works.
DUTIES & RESPONSIBILITIES:
Support Requests:
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Respond to support requests as soon and as efficiently as possible, listen closely to understand each employee’s needs, and treat them as a valued partner.
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Identify, diagnose, and resolve hardware, software, printing, or network issues for employees, providing frontline service for all incoming requests with consistency and accountability.
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Evaluate documented resolutions and analyze trends to identify and prevent future problems, applying a curious, research-driven approach that keeps the agency’s technology moving forward.
Recording & Tracking:
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Record, track, and document the troubleshooting and resolution process, including all successful and unsuccessful attempts made and actions taken to final resolution, maintaining accurate records that reflect trust and accountability.
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Deploy missing software updates, drivers, and diagnostic tools when needed, staying adaptable and responsive as technology and agency needs change.
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Field necessary requests to Team Logic via both telephone and e-mail to ensure courteous, timely, and effective resolutions for end-user issues, building strong connections with outside partners along the way.
Other:
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Performs other duties as assigned by the IT Director.
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Requires frequent travel to off-site locations in the OKC metro area.
WORKING CONDITIONS:
Conduct work in a moderate-paced office environment with frequent interruptions. Most work centers on using, troubleshooting, and repairing computer systems or software. Possess strength and stamina to remain in a seated position for up to 60 minutes at a time throughout the workday with a minimum of fatigue and discomfort. May lift and carry general office supplies and technology equipment, typically weighing less than 30 pounds. Lower body strength to stand/walk throughout the day is required. Environmental demands include an air-conditioned building with fluorescent lighting, limited exposure to weather conditions, and exposure to computer monitors.
QUALIFICATIONS REQUIRED:
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Associate degree in computer science or a related field preferred.
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One or more of the following technology certifications: CompTIA A+, Google IT Support Professional, or Microsoft IT Support Associate.
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Proficient in Excel, Word, Outlook, and Teams software.
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Ability to handle confidential employee matters with discretion and integrity.
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Strong attention to detail.
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Excellent verbal and written communication skills that support open, respectful dialogue with people at every level.
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Excellent workspace and work process organizational skills.
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Ability to work effectively — and build genuine connections — with people of all levels and ethnic groups, respecting and valuing every individual.
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A consistent, fair, and honest approach to problem-solving, paired with the curiosity to research solutions and the adaptability to execute change as technology evolves.
QUALIFICATIONS PREFERRED:
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Two or more years of experience working in a technology support capacity preferred.
SUPERVISION:
Reports to: IT Director.
Supervises: None.
Coordinates with: Department Heads and Agency employees.
