Council of State Governments
  • 12-Apr-2018 to 11-May-2018 (EST)
  • Justice Center, IT
  • New York, NY, USA
  • Full Time

The Council of State Governments (CSG) Justice Center is a national nonprofit organization that provides practical, nonpartisan, research-driven strategies and tools to increase public safety and strengthen communities. The CSG Justice Center works closely with legislative leaders, judges, prosecutors, defense attorneys, victim advocates, and others to develop consensus on various criminal justice issues and to translate this consensus into comprehensive reports, policy briefs, state and federal legislation, model policies, and innovative programs. The CSG Justice Center develops written and web-based materials, conducts complex data analysis, and provides on-the-ground technical assistance to policymakers and practitioners from multiple systems (corrections, behavioral health, law enforcement, etc.), in state and local jurisdictions.

JOB SUMMARY

The IT Support Specialist is responsible for providing all aspects of direct support to the staff of the CSG Justice Center, located throughout the United States. 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Answers and responds to all JC IT support requests and issues, and determines support call priority based on call load, staff needs, urgency, and CSG/IT & JC policies.
  • Resolves problem calls and documents actions accordingly. Consults with senior IT staff about problems that remain unresolved and seeks additional assistance from IT when needed.
  • Provides technical support, training, and direction to all JC staff for all hardware and software products. Works to develop a training program and appropriate documentation for JC staff. Leads training in individual and classroom settings as situations dictate.
  • Assesses new or changing technology needs within the JC and provides recommendations and/or solutions based on those needs in accordance with IT policies and procedures.
  • Provides computing equipment and orientation for new staff. Performs recovery of computing equipment and archives data for separating staff.
  • Documents daily activities and completes required support documentation for JC staff and fellow members of the IT department.
  • Orders, installs and maintains hardware and software systems. Performs hardware/software upgrades and preventive maintenance as needed.
  • Maintains JC equipment/software inventories in accordance with JC & IT policies, including the use of the Dell KACE inventory solution.
  • Maintains technical expertise using JC workstations, servers, and telecom equipment. Ensures familiarity with all vital Information Technology functions and procedures.
  • Coordinates backup and recovery procedures in conjunction with IT's already established backup/recovery hardware and software.
  • Coordinates with JC management to manage workload and priorities.
  • Communicates regularly with IT staff and management to maintain good dialogue and best practices as well as helping to develop, modify and maintain IT policies and procedures.
  • Maintains JC staff telephones, voice mail and any related components.
  • Printer setup and troubleshooting
  • Performs other tasks as assigned by JC management or in conjunction with IT projects/tasks impacting the JC.
  • Adheres to CSG and IT policies and procedures.
  • Participates in after-hours & weekend on-call support. Expected to respond to urgent situations as needed or appropriate.
  • Troubleshoot basic networking (TCP/IP, firewalls, switches, etc.) issues in conjunction with IT in Lexington.
  • Negotiate and coordinate with IT, phone, printer, and other equipment vendors.

 

SKILLS & ABILITIES

  • Available to work during standard business hours (8am-6pm, Monday Friday).
  • Ability to work outside of standard business hours and occasional travel as needed.
  • Ability to identify and organize work according to priority.
  • Ability to provide customer with outstanding customer care and service at all times.
  • Ability to effectively communicate problems and solutions to supervisor, peers, and coworkers/customers adapting communication style based on recipient's technical knowledge, both verbally and written.

 

EXPERIENCE REQUIREMENTS

  • Two years of experience in help desk environment or in a similar customer service-based field.
  • Proficiency and demonstrated experience with both Windows and Mac operating systems.
  • Familiarity with Microsoft Exchange and Outlook.

 

Preferred:

  • Familiarity with Windows Server 2012 R2 and Active Directory environments.
  • Experience in working and supporting Office 365.
  • Experience with cloud-based file storage solutions such as Dropbox.
  • Experience with help desk management software like Dell KACE, Zendesk, or Jira.
  • Experience with Ethernet and WiFi networking, wiring and troubleshooting.
  • Working knowledge of VOIP systems.
  • Familiarity with Windows and MacOS scripting languages like PowerShell and bash.

 

EDUCATION REQUIREMENTS

  • Associate Degree in a computer related field or equivalent experience.

 

PHYSICAL REQUIREMENTS ESSENTIAL TO PERFORM THE DUTIES OF THE JOB

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Frequently communicates (written and verbal) with internal customers and managers regarding network, systems, and software issues.
  • Consistently views and operates the computer to perform job tasks.
  • Frequently remains in a stationary position but occasionally moves through the office to resolve customer issues and setup equipment.
  • Periodically moves technical equipment weighing up to 50 lbs. for short periods of time.

 

Application Instructions

Interested individuals should upload the following elements with their application:

  • Cover letter
  • Resume
  • Names and contact information for references (at least three)

 

Council of State Governments
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