Listing Summary

The MIS Specialist is responsible for the support of end-users on various issues. The MIS Specialist will identify, research, and resolve technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the situation to ensure a timely resolution. Stays current with technological developments in information technology and recommends ways to take advantage of new technologies. Must be familiar with Help desk, Change, and Problem Management Processes and work well within a fast-paced, collaborative environment.

MAJOR DUTIES

1. Resolves technical problems in a corporate/help desk environment.
2. Uses expertise in customer service and technical knowledge gained from prior specialized experience to resolve issues surrounding the installation, usage, and training of software and hardware products.
3. Participates in the evaluation and recommendation of new technologies.
4. Must be on-call and available on a 24x7 basis.

 

PREFERRED QUALIFICATIONS

Education and Experience

• Bachelor's Degree in a related field; or the equivalent in education and work experience.
• Requires a minimum of 3 years experience in the technical support of LANs, WANs, VPNs, replication software, and virtualization software such as VMware & Hyper V.

Knowledge and Skill Level

• Understanding of Microsoft 365 and Google Workspace.
• Understanding of Microsoft Power BI.
• Thorough understanding of Help desk software such as ConnectWise.
• Thorough 'hands-on' understanding of Windows OS Systems administration, with DNS, file access methods, system utilities, and Active Directory in a large environment.
• Thorough knowledge of data and voice telecommunications support, including VOIP.
• Thorough understanding of all Microsoft Office products.
• Thorough knowledge to support SQL platforms and ability to diagnose SQL server issues from an operations standpoint.
• Understanding of replication and database backup strategy concepts.
• Thorough understanding of multi-function printers.
• Comprehensive knowledge of implementation life cycles.
• Comprehensive knowledge of hardware, telecommunications, network, and personal computer analysis.
• Requires multi-tasking and organizational skills, as well as high-pressure stress management skills.
• Experience supporting data networking (fiber and copper) for a multi-campus building.
• A plus is a good knowledge of IT Governance processes supporting problem management and change control processes.
• Excellent written and oral communication skills to effectively interact with all levels of the organization (including IT professionals).
• Knowledge of FedRAMP, PCI, FERPA, SOX, and GLBA Compliance.
• Must be able to pass a criminal background check.

Note: This Position Description indicates the critical features of the role as they are presently envisioned. They can change at any time due to business conditions or other reasons. The incumbent may be asked to perform other duties as required.

We participate in E-Verify. For more information regarding eVerify, visit http://www.dhs.gov/everify.