IT Support Specialist II (FT H)

PRIMARY PURPOSE OF JOB:

Serve as a first point of contact for employee technology support. Answer questions and resolve hardware, software, account, and connectivity problems for employees in person, by telephone, by email, through the help desk ticketing system, or using remote support tools. Provide assistance with the use of computers, mobile devices, printers, operating systems, and Microsoft 365 applications (including Outlook, Teams, OneDrive, and SharePoint), while helping protect agency data and systems through sound security practices.

This description may not include all duties, knowledge, skills, or abilities associated with this position.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS:

• As delegated, serve as the point of contact for employees seeking technical assistance.
• Investigate and resolve issues as directed by the Director of IT and/or contracted managed services partner. Trouble-shoot problems and provide users with information about their equipment.
• Walk employees through problem-solving processes onsite and virtually.
• Provide superior customer service to employees.
• Work with the IT team to maintain the hardware and software used by Abilities First.
• Set up and maintain the computers, printers, and other regular equipment used by employees of Abilities First.
• Resolve reported software and hardware problems in a timely manner, in line with established help desk priorities and response times.
• Assist the Director of IT with maintaining the inventory of computer equipment and accessories distributed by the Information Technology Department.
• Log, prioritize, and document all support requests in the help desk ticketing system, keep employees informed of status, and follow up to confirm issues are fully resolved.
• Escalate complex or unresolved issues to the Director of IT or the contracted managed services partner with clear documentation of symptoms and steps already taken.
• Support employee onboarding and offboarding by creating, updating, and disabling user accounts, resetting passwords, enrolling users in multi-factor authentication (MFA), and issuing or collecting equipment.
• Prepare, configure, and deploy new laptops, desktops, and mobile devices, including enrollment in device management (e.g., Microsoft Intune), and securely wipe devices before reassignment or disposal.
• Help apply operating system, application, and security updates, and confirm endpoint protection is active and current on agency devices.
• Recognize and promptly report suspected cybersecurity incidents, such as phishing emails, compromised accounts, or lost or stolen devices, and follow established incident response procedures.
• Troubleshoot basic network and connectivity issues, including Wi-Fi, VPN and remote access, network printers, and internet service at agency locations.
• Support desk phones, mobile phones, video conferencing tools, and conference room audio/visual equipment.
• Create and maintain knowledge base articles, how-to guides, and technical documentation for employees and the IT team.
• Train and orient employees on hardware, software, and security best practices, including technology orientation for new hires.
• Coordinate with vendors and service providers on warranty repairs, service requests, and equipment returns.
• Be available for occasional after-hours or weekend support during system outages, scheduled maintenance, or agency events.
• Attend staff meetings concerning new or revised policies and procedures and implement new information accordingly.

WORK ENVIRONMENT:

The work environment described here is representative of those an employee encounters while performing the essential duties and responsibilities of this job. The work environment is fast-paced and result-oriented, which presents multiple demands with frequent interruptions, constantly shifting schedules and priorities, and simultaneous deadlines requiring the employee to be flexible, organized, and cooperative. This position has access to confidential information. This requires the employee to maintain a high level of knowledge in confidentiality, agency policy and procedure, and applicable laws.

LEADERSHIP, ETHICS, AND PROFESSIONAL CONDUCT:

Abilities First employees are expected to model exemplary leadership at all times. This includes representing the agency in a positive, respectful, and professional manner through words, actions, and expressions. Employees are expected to communicate concerns, challenges, and differing perspectives through the established chain of command, using constructive, solution-focused, and professional language rather than judgmental or disparaging commentary. Abilities First expects staff to observe the highest ethical standards, maintain professional conduct above reproach and demonstrate unwavering integrity in all internal and external interactions.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Intermediate knowledge of current software applications and personal computer systems.
• Intermediate knowledge of Windows operating systems, with familiarity across multiple platforms (Windows 11, macOS).
• Intermediate knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi, VPN) and Windows Server/Active Directory environments is preferred.
• Novice to intermediate knowledge of Apple iOS/iPadOS and Android mobile devices and Microsoft 365 platforms (Outlook, Teams, OneDrive, SharePoint).
• Intermediate knowledge of organizational support software, including endpoint protection/antivirus solutions, email systems, PDF viewers, and word processing, spreadsheets, and presentation tools.
• Ability to perform routine troubleshooting, maintenance, and support for computers, printers, and peripheral devices (e.g., scanners, cameras, external storage).
• Familiarity with Microsoft Entra ID (formerly Azure Active Directory), Microsoft Intune or similar device management tools, and help desk ticketing and remote support software is preferred.
• Working knowledge of cybersecurity best practices, including multi-factor authentication, phishing recognition, password management, and secure handling of sensitive information.
• Familiarity with accessibility features and assistive technologies (e.g., screen readers, magnification, dictation) is a plus.
• Ability to communicate effectively, both orally and in writing, with staff and the public.
• Ability to explain technical information clearly and patiently to users of all skill levels.
• Ability to prioritize and manage multiple requests at once while keeping accurate records.
• Ability to establish and maintain effective professional working relationships.
• Working knowledge of HIPAA guidelines, practices, and exceptions.
• Demonstrates a professional work ethic and willingness to learn under the direction of the IT Director.
• Ability to meet physical requirements of the role, including light lifting (up to 20 lbs), extensive sitting, bending, standing, and stooping.
• Ability to travel as required to satellite offices, training locations, or for equipment procurement.

CORE COMPETENCIES:

Core competencies align with the Abilities First Core Values – OATH

One Team One Mission

• Contributing to Team Success – Actively participating as a member of a team to move the team toward the completion of goals.
• Engagement Readiness – Demonstrating a willingness to commit to one’s work and to invest one’s time, talent and best efforts in accomplishing organizational goals.

Accountable, respectful service

• Continuous Improvement – Originating action to improve existing conditions and processes, identifying improvements opportunities, generating ideas, and implementing solutions.
• Quality Orientation – Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
• Technical/Professional Knowledge and Skills – Having achieved a satisfactory level of technical and professional skill or knowledge in position-related area, keeping up with current developments and trends in area of expertise.

Transparent stewardship

• Decision Making – Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Planning and Organizing – Establishing courses of action for self and others to ensure that work is completed effectively.

Hold the rope

• Adaptability – Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
• Leadership Disposition – Demonstrating the traits, inclinations, and dispositions that characterize successful leaders; exhibiting behavior styles that meet the demands of the leader role.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent required; associate’s or bachelor’s coursework in information technology or a related field preferred.
• Minimum of two years of relevant IT experience, or an equivalent combination of education and experience.
• Industry certifications (e.g., CompTIA A+, Network+, or Security+; Microsoft; Cisco) are preferred.
• Up to five years of relevant work experience or a combination of work experience and college coursework considered advantageous.

ADDITIONAL REQUIREMENTS:

• Must be able to pass a background screening.
• Must have a valid Missouri driver’s license, reliable transportation, an acceptable driving record, and auto liability insurance that meets the requirements set by Abilities First.
• Must be able to drive for work-related assignments.
• Must have either a reliable broadband internet service or high-speed internet to work remotely from home with provided laptop and office equipment.
• Perform other related work as assigned.

PHYSICAL CONTEXT AND WORK ENVIRONMENT:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential job duties.

Physical Requirements Percentage of Work Time Spent on Activity 0-24%25-49%50-74%75-100% Seeing: Must be able to see to read documents/reports and focus on computers for an extended period. X Hearing: Must be able to hear well enough to communicate with coworkers and general public. X Sitting: Must be able to sit for long periods of time. X Standing/Walking: Must be able to move about the work area.X Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up items off the floor and filing in a bottom drawer file cabinet.X Lifting/Pulling/Pushing: Must be able to lift 20 pounds with or without reasonable assistance.X Driving: Must be able to drive locally for work-related assignments. X Grasping/Feeling: Must be able to type, handle documents, and use equipment and electronic devices. X

The statements herein are intended to describe the general nature and level of work being performed but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Updated: 12.11.2019; 10.05.2020; 12.08.2020; 07.14.2022; 02.02.2026; 09.30.2026