IT Support Specialist II

Position Title:         IT Support Specialist II

Department:           1320 - Information Technology

Classification:         Non-exempt / Full Time       

Direct Report:         Assistant Manager, IT 

Position Summary:

An IT Support Specialist II at Georgia Aquarium is responsible for providing support for desktop, mobile devices, printers, servers, and network infrastructure. Candidate must possess technical and customer service skills as well as strong written and verbal communication skills. This position will require working shifts during and occasionally after business operation hours.

Responsibilities:

1. 1. Offer advanced troubleshooting and support to resolve complex hardware, software, and network issues that are submitted from staff or are escalated from Level 1 helpdesk staff.
   2. Provide support for installation, configuration, and troubleshooting of operating systems (Windows, macOS), business applications, and peripheral devices (printers, scanners, etc.).
   3. Perform basic system administration tasks, including user account management, password resets, and permissions configuration on various systems.
   4. Configure hardware, software, and telecommunications for new hires, location changes, and new needs.
   5. Identify ways to reduce operational costs and improve customer service by automating processes.
   6. Create, maintain, and interpret detailed technical documentation of common issues, solutions, and knowledge base articles to support continuous improvement and user self-service.
   7. Perform computer upgrades, including hard drive replacement, component installation, and specification requirements.
   8. Liaise with external vendors for warranty support, software licensing issues, or other third-party software and hardware support.
   9. Participate in after-hours support or on-call rotation to resolve critical issues outside of normal business hours.
   10. Track, prioritize, and manage tickets using the ticketing system, ensuring timely resolutions.
   11. Assist in training end users on software applications and best practices for system use and security protocols.
   12. Ensure compliance with IT security policies and procedures, assist with security audits, and troubleshoot access or security incidents.
   13. Stay updated with the latest IT policies, tools, and technologies relevant to the helpdesk role.
   14. To perform other duties as workload necessitates.   

Qualifications:

1. 1. Degree or relevant experience in Information Technology or related course of study.
   2. Familiarity with common business applications (Microsoft Office 365, collaboration tools, and remote work applications).
   3. Basic knowledge of Active Directory (user account creation, group policies, etc.), file permissions, and other user management systems.
   4. Experience troubleshooting desktop PCs, laptops, printers, and mobile devices (iOS, Android). Familiarity with industry standard computer hardware and peripherals.
   5. Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
   6. Strong written and verbal communication skills to interact with end users, colleagues, and vendors as well as ability to explain complex technical concepts in non-technical terms to end users.
   7. Customer service-oriented approach, with a focus on delivering a positive end-user experience.
   8. Patience and the ability to handle stressful situations and frustrated users with professionalism.
   9. Strong team collaboration skills and the ability to work independently when necessary.
   10. Experience in a zoo or aquarium preferred but not required.
   11. Aptitude and willingness to expand subject matter expertise in business areas such as ticketing, telecommunications, fundraising, accounting, and HR.

Physical Demands & Work Environment:                    

The physical demands and work environment described here are representative of those that must be met by Team Members to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable Team Members with disabilities to perform the essential functions.  While performing the duties of this job, Team Members are occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.  Team Members must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.    While performing the duties of this job, Team Members may be exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually moderate. 

Commitment:

I commit to the Georgia Aquarium, Inc. the following:

Mission:  Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and aquatic animals worldwide.

Vision: To be the Premier Aquarium in the World for Science, Entertainment, Education and Conservation.

Values: Integrity, Innovation, Leadership, Teamwork, Respect, Excellence, Appreciation & Inclusion