Technical Support Specialist

Description

This role responsible for setting up and maintaining a system or specific components of a system (e.g. for example, installing, configuring, and updating hardware and software; establishing and managing user accounts; overseeing or conducting backup and recovery tasks; implementing operational and technical security controls; and adhering to organizational security policies and procedures).

Responsibilities

• Install, configure, and maintain computer hardware, software, and peripherals.
• Troubleshoot hardware and software issues, including printers, scanners, and network devices.
• Provide technical support and assistance to end-users regarding IT-related problems and inquiries.
• Set up and manage user accounts, permissions, and passwords.
• Perform regular system and software updates to ensure optimal performance and security.
• Maintain inventory of hardware and software licenses and coordinate procurement as needed.
• Collaborate with external IT vendors and service providers for advanced technical support and equipment repairs.
• Conduct training sessions or workshops to educate staff on IT-related topics and tools.
• Stay up-to-date with technological advancements and trends to make recommendations for system upgrades or enhancements.

Requirements

• Knowledge of organizational information technology (IT) user security policies (e.g., account creation, password rules, access control).
• Knowledge of measures or indicators of system performance and availability.
• Knowledge of performance tuning tools and techniques.
• Skill in monitoring and optimizing system/server performance.
• Skill in operating system administration. (e.g., account maintenance, data backups, maintain system performance, install and configure new hardware/software).
• Knowledge of systems administration concepts.
• Knowledge of virtualization technologies and virtual machine development and maintenance.
• Knowledge of system administration, network, and operating system hardening techniques.
• Skill in correcting physical and technical problems that impact system/server performance.
• Skill in recovering failed systems/servers. (e.g., recovery software, failover clusters, replication, etc.).
• Knowledge of principles and methods for integrating system components.

Additional Notes

About the Employer:

The Information Systems Agency of Armenia (“ISAA of Agency”) is responsible for ensuring the technological foundations and development of the digital society in RA. This new institutional setup has been launched to ensure Armenia’s digitization conforms to a unified national architecture, with the Agency providing the technical resources, organizational capabilities, legal/regulatory framework, and platform for collaboration needed for different state departments, as well as the private sector, to effectively implement this vision.

To execute the society-level transformation, the Government and the Central Bank of Armenia have agreed that, under the leadership of the Government, the Central Bank will serve as the implementing agency and co-finance the endeavor for the next 2-3 years (with the overall reform taking up to 5 years), working in close collaboration with the Ministry of High-Tech Industry.

The Government leadership role will be provided by the new Information Systems Management Board, which has been established by the Prime Minister Decree chaired by the Deputy Prime Minister, who also serves as the Chief Information Officer (“CIO”) of Armenia. The CIO is responsible for developing the digitalization policy, launching development initiatives (locally and with international cooperation), managing the digital services portfolio and strategy, managing the public service delivery policy and reforms, ensuring a common approach among all stakeholders, and coordinating the processes of international funding and cooperation.

The Central Bank provides the secretary function to the Board and, as an interim solution, the ISSA has been established under the auspices of the Central Bank. The Agency will also house the Civilian Cybersecurity Operating Center and Cybersecurity Emergency Response Team, and will over time develop into a full-fledged regulatory and supervisory body of the digital infrastructure.

VISION

Open and quality data is a critical asset, translating into national wealth! Developing an advanced and secure environment, enablers, and infrastructure is a necessary precondition for transforming Armenia into the e-Society and e-Economy. The key mission of the digital society and economy would be to empower the population to continuously improve their lives and wellbeing, provide opportunities for the private sector to enhance competitiveness, and ensure greater efficiency and good governance of public institutions through the development and widespread use of ICT solutions built around citizen experience and lifecycle. These imply Seamless, Proactive, Convenient and Personalized services.