IT Systems Support Specialist

Job Description:

IT Systems Support Specialist

Description

Job Summary
The System Support Specialist provides front-line support to the City of Bryan employees/end users for desktops, laptops, and all peripheral technology devices and performs work involving troubleshooting and assistance in the following areas: PC hardware and software, network file and print services, and numerous other IT-related applications.
Essential Job Functions

• Provides end-user support by monitoring and responding to IT Support tickets received by email, phone, and in-person regarding computers, phones, mobile devices, printers, and other peripherals.
• Provides courteous and expedient end-user support when resolving issues. Escalates complex issues to the appropriate support teams as needed.
• Interprets. classifies, tracks, and monitors support cases to ensure timely resolutions.
• Properly documents all steps taken to resolve service requests.
• Installs, upgrades, moves, troubleshoots, repairs, and performs preventive maintenance on workstations and peripherals.
• Researches resolutions to hardware errors or failures and software issues.
• Installs approved and licensed client software applications.
• Adheres to asset management policies and tracks computer equipment.
• Adheres to established standards for desktop and laptop software and hardware utilization and configuration.
• Researches, resolves, documents, and communicates system hardware, processes, and procedural issues.
• Maintains current knowledge and level of expertise to ensure effective problem-solving capabilities.
• Responsible for configuring, testing, and managing the installation and rollout of Microsoft Operating Systems and Office products.
• Remains current on industry standards and principles through regular review and study of technical material via online classes and training site subscriptions.
• Provides 24 × 7 on-call support on a rotating schedule.
• Performs related duties as required.
• Responds regularly and promptly to work.

Minimum Qualifications
Required:

• High School Diploma or GED .
• At least one (1) year of work experience involving computer maintenance and support.
• Experience in personal computer maintenance and support and LAN / WAN support.
• Experience in a network environment utilizing, installing, troubleshooting, and updating the following systems and software: Windows Server 2016 and newer, Microsoft Exchange Server 2016 and newer, Windows 8/10/11, and Microsoft Office 2016 and newer.

Preferred:

• Associate’s degree or higher, with major coursework in computer science or a similar field of study.
• Background in PC support or a call center environment.

Licenses, Certifications & Special Requirements
Required:

• Texas Class C driver’s license with a good driving record as measured by the City’s evaluation system.
• On-call technical support on a rotating basis for all systems; must be able to respond and escalate within posted time constraints.
• Must be able to access Texas Criminal Justice Information Services ( CJIS ) System data. As a result, the person selected for the position cannot possess a felony or Class A misdemeanor conviction; or a Class B misdemeanor conviction within the past 10 years.

Preferred:

• Additional certifications such as CompTIA A+, Microsoft, and/or Cisco.

Salary:

$20.00-$22.00/hour (depending on qualifications)