JOB SUMMARY:

Under the direction of the IT Director, the Technology Support Specialist provides technology support for the Central Office and Head Start centers in a polite, professional, and expedient manner. In every interaction, this role serves as a partner to the employees who rely on it — listening closely, communicating clearly, and treating each request with respect. The Technology Support Specialist works with integrity, handling issues honestly, consistently, and with accountability; delivers exceptional service that exceeds expectations; and brings an innovator’s curiosity to solving technology challenges and improving how the agency works.

DUTIES & RESPONSIBILITIES:

Support Requests:

Respond to support requests as soon and as efficiently as possible, listen closely to understand each employee’s needs, and treat them as a valued partner.
Identify, diagnose, and resolve hardware, software, printing, or network issues for employees, providing frontline service for all incoming requests with consistency and accountability.
Evaluate documented resolutions and analyze trends to identify and prevent future problems, applying a curious, research-driven approach that keeps the agency’s technology moving forward.

Recording & Tracking:

Record, track, and document the troubleshooting and resolution process, including all successful and unsuccessful attempts made and actions taken to final resolution, maintaining accurate records that reflect trust and accountability.
Deploy missing software updates, drivers, and diagnostic tools when needed, staying adaptable and responsive as technology and agency needs change.
Field necessary requests to Team Logic via both telephone and e-mail to ensure courteous, timely, and effective resolutions for end-user issues, building strong connections with outside partners along the way.

Other:

Performs other duties as assigned by the IT Director.
Requires frequent travel to off-site locations in the OKC metro area.

WORKING CONDITIONS:

Conduct work in a moderate-paced office environment with frequent interruptions. Most work centers on using, troubleshooting, and repairing computer systems or software. Possess strength and stamina to remain in a seated position for up to 60 minutes at a time throughout the workday with a minimum of fatigue and discomfort. May lift and carry general office supplies and technology equipment, typically weighing less than 30 pounds. Lower body strength to stand/walk throughout the day is required. Environmental demands include an air-conditioned building with fluorescent lighting, limited exposure to weather conditions, and exposure to computer monitors.

QUALIFICATIONS REQUIRED:

Associate degree in computer science or a related field preferred.
One or more of the following technology certifications: CompTIA A+, Google IT Support Professional, or Microsoft IT Support Associate.
Proficient in Excel, Word, Outlook, and Teams software.
Ability to handle confidential employee matters with discretion and integrity.
Strong attention to detail.
Excellent verbal and written communication skills that support open, respectful dialogue with people at every level.
Excellent workspace and work process organizational skills.
Ability to work effectively — and build genuine connections — with people of all levels and ethnic groups, respecting and valuing every individual.
A consistent, fair, and honest approach to problem-solving, paired with the curiosity to research solutions and the adaptability to execute change as technology evolves.

QUALIFICATIONS PREFERRED:

Two or more years of experience working in a technology support capacity preferred.

SUPERVISION:

Reports to: IT Director.

Supervises: None.

Coordinates with: Department Heads and Agency employees.

Community Action Agency of Oklahoma City

Technology Support Specialist

About the Job