It Support Specialist

The purpose of this position is monitoring the City's help desk tickets, maintaining knowledge of software and computer programs and packages, researching for most recent program upgrades, providing technical support via help desk, assigning program authorization levels, training new and current users on software, testing new software loads, and completing documentation procedures. This is accomplished by participating in the maintenance of the City's software and hardware applications.

Other duties will include providing advanced network and desktop computer support, providing customer service and interfacing with other City employees and citizens.

• Serve as the first point of contact for internal users seeking technical assistance; over the phone, email, or other communications and remote support methods.
• Analyze technical problems related to the computer needs of the City departments and assist staff in evaluating and solving software and hardware problems.
• Provide advanced network and desktop computer support by installing new or existing applications, loading operating systems, and required applications onto desktop computers for new and current employees, performing upgrades and software patches as necessary, troubleshooting network, desktop computer and system problems and making necessary repairs.
• Utilize help desk and ticket system to track and accomplish work orders.
• Assist with the maintenance of the City's system security by setting up user profiles, verifying authority levels, and completing appropriate documentation procedures.
• Assist with managing the Information Technology help desk by ensuring service levels are maintained, managing the escalation procedures for problems, receiving requests for service related to personnel computer reports, software, printer and telephone issues, resolving problems when possible, troubleshooting possible solutions, referring to computer and software manuals when necessary, assisting users by correcting problems or answering inquiries, maintaining help desk database, generating help desk reports and assigning work orders to appropriate person.
• Assist with recommendations for upgrading hardware and software based on department needs, maintenance costs, and productivity requirements.
• Respond to questions and complaints: coordinate operations with all other City departments.
• Recommend and coordinate City-wide employee training in computer usage and applications.
• Work with end users and end user groups to evaluate and solve technical problems. Must be knowledgeable with PC administration concepts and practices. Microsoft Operating Systems, Office 365 environment.
• Identify security problems to ensure integrity of the City's data and networked computing environment to ensure data privacy and to protect the City's investment in technology.
• Conduct research of technical materials, professional journals, publications, and vendor materials to maintain and update knowledge of the information technology field, complete assigned or special assignments, review and recommend additional modifications, upgrades or new software and hardware to meet the needs and improve the efficiency and effectiveness of the City’s automated management information systems.
• Perform other duties as assigned by the Information Technology Manager.

High School Diploma or equivalent with continuing education in job related areas.

Two years of progressively responsible technical experience in computer management information systems is required.

Experience in local government is preferred.

Must possess a valid class “C” Texas Driver’s License.

Must pass a pre-employment drug screen, criminal background check and MVR check.

CompTIA A+ Certification is required.

Applicable Microsoft Certifications, Certification in ITIL v4 Foundations and Knowledge of Office 365 environment are preferred.

• Advanced:
  Database
• Intermediate:
  Programming Languages, Spreadsheet
• Basic:
  Accounting, Alphanumeric Data Entry, Contact Management, Presentation/PowerPoint, Word Processing/Typing