The IT Technical Support Specialist serves White House Utility District (WHUD) employees by ensuring the district s IT infrastructure is secure, reliable, and available to meet the requirements and needs of the end user. WHUD s IT infrastructure is a complex highly integrated network that utilizes a multitude of hosted and virtual servers, which host numerous software and webservice applications. The IT Technical Support Specialist will work in conjunction with the IT Manager to manage and maintain the network using industry standard best practices. The IT Technical Support Specialist is required to respond promptly to staff needs, providing technical support and direction in a consistent, patient, and positive manner while helping, explaining, andor training the end user. This position will report to the IT Manager and must demonstrate a high level of initiative. The position requires an individual who will work independently and in conjunction with the IT Manager, IT consultants, and other technical resource providers. This position is integral to the district s mission of providing excellent service to its customers, which will require work to be performed outside the course of regular business hours. QUALIFICATIONS EXPERIENCE Bachelor s degree in information technology or a related course of study Five or more years applicable experience or certifications in the following MDM (mobile device management) Microsoft Active Directory Microsoft Exchange 2010 Microsoft file and print services Microsoft Office ProgramsDrivers Microsoft Windows 7 and 10 MS Office 2013 Office 365 Microsoft SMS Server Microsoft SQL Server Microsoft Windows Clustering Network Infrastructure (IP addressing, VLANs, DNS, DHCP, switching, routing, access points and WiFi) Virtual Desktop Environments VMWare VOIP vSphere Employees are required to be legally eligible to work in the United States for a Public Utility Must possess a valid driver s license and maintain a motor vehicle record that is insurable throughout employment with the District Must pass an extensive background check ACCOUNTABILITIES Assist in the day-to-day monitoring and maintenance of the district s IT network to ensure consistent, reliable delivery of service to all end users Ensure network and data security best practices are implemented and monitored while ensuring regulatory compliance requirements are met and maintained Perform work in a manner that causes minimal impact and interruption of service to end users during normal business hours Perform setup, maintenance and reallocation of group policies and individual permissions Monitor firewall performance and activity logs and alerts Configure, maintain, and resolve issues which impact optimum performance of VMWarevSphere Install, configure, and maintain the district s wireless network Proactively monitor, setup, install, configure, maintain and resolve hardware and software related issues Perform basic server administration duties, which includes working closely, collaboratively and in unison with the district s managed services partners within the terms of the service agreement(s) and the performance expectations outlined in the managed services agreement Maintain detailed documentation of all equipment, as required by the CFO, which includes maintaining an accurate, detailed, and up-to-date inventory of all network related parts, equipment, and appurtenances Properly tag all IT assets and maintain a working up-to-date inventory of parts and equipment Setup, configure, maintain, and resolve performance issues with desktop, mobile devices, audiovideo (AV) equipment, as well as other types of technological devices as needed Collaborate and proactively communicate with the district s managed service provider and IT consultants regarding district IT needs and opportunities Participate in strategic planning for rollout of organizational IT initiatives and system changes Provide consistent follow up with end users in situations where their ability to work has been interrupted or impaired due to network, hardware, and software related issues Actively explore opportunities to improve district work processes and service to customers, which includes the testing and evaluation of new technologies Facilitate the response and resolution of managed services help desk tickets to ensure the end user(s) stay informed regarding the status of reported incidents and requests while ensuring satisfaction of the end user Perform other duties as needed REQUIRED COMPETENCIES, SKILLS, TRAITS Natural, genuine willingness to serve, anticipate, and respond to the needs of others Must possess and exercise curiosity Strong active listening, verbal, and written skills which competently communicate difficult concepts in a simple thorough comprehensive manner Dedicated, reliable, trustworthy and demonstrates responsibility and accountability for actions, decisions, and results without deflection Excellent deductive reasoning and critical thinking skills - must be able to anticipate and quickly solve problems while producing consistently reliable results Commitment to and execution of industry standard best practices Willingness and desire to seek and accept instruction and critical feedback Organized, yet flexible with the ability to prioritize work Strong interpersonal skills Strong self-motivation Demonstrate a balanced sense of urgency that aligns with the priority of the task, situation, project, or decision at hand Strong attention to detail Ability to work independently, with little to no direction, as well as serve as a highly functioning, collaborative member of a team Strong follow-up and follow through skills Takes initiative to assist and serve others Strong creative and innovative problem-solving skills Strong time-management skills Must be motivated to learn and willing to constantly improve both professionally and individually as well as contribute to the positive growth and success of others Strong work ethic and self-discipline Must have excellent written skills with an ability to clearly organize thoughts while using proper sentence construction, grammar, and punctuation Mathematical aptitude to perform addition, subtraction, multiplication, and division including the ability to calculate decimals, percentages, and fractions Must be able to competently calculate andor tabulate data, validate conclusions, and act upon results Willingness to learn from mistakes and failures ENVIRONMENT, PHYSICAL SPECIAL REQUIREMENTS Sit at a desk with frequent standing and movement including bending, stooping, andor kneeling Lift and move objects weighing up to fifty pounds Read small numbers accurately Work in an environment that involves everyday risks or discomforts that require routine safety precautions typically found in an office Must be willing and able to report to work for emergency duty in the event of a man-made disaster or an act of God. Emergency duties may involve tasks outside the scope of the employee s normal work routine. The starting salary for this position is 60,000annual. Wages may be negotiated based on prior experience, applicable certifications and licenses, and other credentials. About WHUD White House Utility District (WHUD) delivers high-quality, safe and reliable water to more than 100,000 customers throughout Robertson, Sumner and northern Davidson counties, and provides sewer service to more than 10,000 residents in Sumner County. Recognized as the largest geographic water and sewer utility in Tennessee, WHUD encompasses more than 600 square miles that include Cross Plains, Gallatin, Goodlettsville, Greenbrier, Hendersonville, Millersville, Orlinda, Portland, Springfield, and White House. WHUD prides itself on using the latest technology, including an advanced geographic information system (GIS), to drive innovation and excellent customer service, and strives to develop employees and processes that are highly sought after in the utility industry. To learn more, visit www.whud.org httpwww.whud.org . White House Utility District is an Equal Opportunity Employer and is a Tennessee Drug Free Workplace participant.