ILTA Career Center

Position Summary:  

The IT Systems & Support Specialists primary responsibilities are to provide Level 1 support to resolve technical support requests, support the progression of projects, provide technical support and advice, assist in Ad Hoc projects when needed, as well as the installation of equipment for staff.  

Specific Responsibilities: 

• Owner of enterprise Help Desk process 

• Maintain Hardware/Software inventory. 
• Assist in hardware and software installation. 
• Assist in troubleshooting and problem solving. 

• Reported Problem Tracing, Steps to Replicate, and Potential Solutions 

• Manage, Update, and design executive Dashboard reporting for Support. 
• Follow up with staff to ensure quality. 
• Creation of Best Practice Quick Answers in Support Platform based upon Tested Solutions/Workarounds. 
• Harnessing and curating trigger and automation words for listeners on tickets in Support Platform. 

• Responsible for Escalation and transcription into Level 3 Ticketing Platform. 

• Assist staff in technical onboarding/offboarding procedures. 

• Facilitate new employees on relevant hardware/software procedures and policies. 

• Set up, organize, maintain, and troubleshoot IT office equipment as needed. 
• Assist with managing, maintenance, and editing the Associations website. 

• Assist with System Administration of ILTA’s backend systems. 
• Create documentation and reports for Operations. 
• Other duties and responsibilities as assigned. 

Internal Relations: 

• Reports to the IT Manager. 
• Provides support to all staff with IT questions or issues. 
• Provides support to ILTA members and business partners.  

External Relations: 

• Responsible for maintaining a positive appearance and avoid bringing negative publicity to the company. 

This position is non-exempt