JOB SUMMARY: End User Support Specialist responsibilities may include but are not limited to: • Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email or in person. • Determine the best solution based on the issue and details provided by customers • Install and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications; • Develop/configure “agency specific” software • Isolate and diagnose common hardware/software problems • Maintain records of repairs and fixes for future reference and updates of procedures • Document changes and improvements • Ability to work with other IT professionals as needed for product/application support Education and Experience: Requirements • Associate degree. • Two years of computer and customer support, applications analysis, and/or data security and testing experience. • Verbal and written communication skills. • Previous IT experience in government is preferred. • Equivalencies. An equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience. Skills Requirements: Required Skills, Knowledge and Abilities • Knowledge of the installation, maintenance, and enhancement of microcomputer systems and mainframe client servers. • Knowledge of the interrelationship of systems analysis, computer programming, and information technology operations. • Knowledge of current trends and developments in network-based communications systems. • Knowledge of computer-based communications protocols. • Skill in developing database queries and generating reports. • Skill in installing, repairing, and troubleshooting network programs, hardware, and systems. • Skill in cartographic map design, accuracy of presentation with required map components and elements, layout and design. • Ability to analyze, apply logic and solve technology problems. • Ability to establish and maintain effective working relationships with vendors, management, technical co-workers and support specialists, and system users. • Ability to design complex systems consisting of a wide variety of programs, procedures, and forms. • Ability to schedule and perform preventative and corrective maintenance procedures and repairs. • Ability to write detailed technical reports and analyses. • Ability to develop a working knowledge of computer systems software and operating systems. • Ability to develop systems software and systems software testing procedures.