Software Support Specialist

All Lines Technology has an immediate opening for a Software Support Specialist in Pittsburgh! This person is responsible for providing Tier 2 management and support of devices. In addition, the Software Support Specialist is responsible for providing level 2 troubleshooting and warranty support to all stakeholders. This includes but is not limited to managing and maintaining up-to-date end-user operating system images for all supported devices, reviewing and recommending new devices to support initiatives, managing and maintaining application library, supporting change management database, troubleshooting and repairing desktops, laptops, tablets, visual learning devices, and other peripherals, submitting and completing warranty and non-warranty device repairs, stocking and repairing device lockers, and assisting other end-user team members as directed.
A Software Support Specialist will be successful in this position by supporting the work of other End User Support Teams with the essential job functions listed below. The process of identifying and measuring work required for this position includes requests via the technology ticket system and the cyclical nature of technology and software updates.

Qualifications

• An associate degree in information sciences or equivalent relevant experience is required.
• Obtaining a Microsoft Modern Desktop Administrator Associate is required.
• Obtaining manufacturer warranty certification is required.
• Experience with Windows OS, iOS, and macOS deployment.
• Strong experience with mobile device management and scripting capabilities.
• Excellent Customer Service in an office setting.
• Valid PA Driver’s License
• Expert in time management and organizational skills, willing to utilize resources to achieve results in a fast-paced environment.
• A capacity to solve problems, stay organized, and manage multiple priorities.

Essential Job Functions

• Provide level 2 technical support as needed to analyze and resolve user issues.
• Maintain up-to-date end-user application library.
• Responsible for managing end-user software licensing.
• Prepare and test deployment packages for approved operating system images and software applications.
• Responsible for building and testing deployment packages for approved software patches.
• Document issue resolution via the ticketing system and escalate to level 3 resources as needed.
• Responsible for planning and submitting changes to the change management database.
• Inventory and fill device lockers for sites.
• Repair broken and damaged devices and device lockers.
• Identify and prepare drawings for the installation of visual learning products (e.g. Cleartouch).
• Coordinate and assist in the installation and setup of visual learning products.
• Work with schools and approved external vendors to identify and quote school-based purchases.
• Support the transition of devices during the summer months.
• Assists in evaluating and implementing appropriate products and services that promote end-user computing, new technologies, and provision of services to meet department objectives.
• Acts as a liaison with other departmental teams to review and approve district software needs.
• Acts as a liaison with vendors and outside agencies to evaluate appropriate products.
• Assist other End User Support team members as requested