Job Description

Job Summary:

The IT Support Specialist will maintain and support critical business applications and infrastructure, focusing on DDS systems such as Nemo Q/GALA, VRT cameras, A/V, and mobile systems. This role involves triaging production incidents, collaborating with partners to restore services, and implementing improvements to prevent future issues. The specialist will also design and maintain cloud environments, automate processes, and provide timely customer support to enhance operational efficiency.

Responsibilities:

• Maintain cost-efficient, scalable cloud environments aligned with business objectives.
• Design, build, and maintain internal cloud applications.
• Stay current with cloud computing best practices and implement infrastructure improvements.
• Make hardware and software recommendations based on project and organizational needs.
• Utilize automation and provisioning technologies such as AWS CLI and Terraform.
• Monitor and respond to ServiceNow ticket queues promptly and provide follow-up support.
• Provide customer support for software, configurations, and business submission processes.
• Identify opportunities to digitize tasks and improve operational workflows.
• Minimize data leakage and system downtime.
• Assist IT Infrastructure team members and escalate issues when necessary.
• Troubleshoot and support PCs, laptops (Windows 10/11), scanners, network printers, Google Print, Chrome boxes, and other field systems.
• Act as administrator or subject matter expert for lobby management software and other DDS applications as needed.

Required Skills & Certifications:

• Experience with cloud environments and cloud-based application design.
• Proficiency with automation and provisioning tools such as AWS CLI and Terraform.
• Strong knowledge of Windows 10/11 systems and peripheral device troubleshooting.
• Familiarity with ServiceNow or similar ticketing systems.
• Ability to manage and support DDS systems and related technologies.
• Excellent problem-solving and incident management skills.

Preferred Skills & Certifications:

• Experience with lobby management software and agency-specific DDS applications.
• Knowledge of A/V systems and mobile system support.
• Certifications related to cloud platforms (e.g., AWS Certified Solutions Architect) or IT support.
• Experience with Google Print and Chrome devices.

Special Considerations:

• Must be willing to continuously learn and stay updated on emerging IT technologies.
• Ability to work collaboratively with multiple partners to restore services quickly.
• Attention to minimizing data leakage and downtime is critical.

Scheduling:

• Regular shift from 8:00 AM to 5:00 PM EST.
• Position duration is 12+ months with possibility of extension.

Job Tags

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