Customer Support Specialist, IT Support - Texas, United States - City of Arlington

City of Arlington Texas, United States

3 weeks ago

Description

JOB SUMMARY:

Under general supervision, provides initial triage, troubleshooting, and resolution to City of Arlingtontechnology systems and network users, offers telephone help desk and/or direct assistance and training to aid users in making the most of the City's information technology systems.

ESSENTIAL JOB FUNCTIONS:

Serves as the first point of contact for internal users seeking assistance with technology-related requests for services and/or issues.
Installs, upgrades, troubleshoots, and modifies computer hardware and software for personal desktop computer systems and laptops to meet end-user needs effectively.
Supports end users on various issues such as PC desktop or laptop mobile device software installation, software customizations, PC peripheral support, and LAN connectivity support.
Analyzes and troubleshoots PC computer systems, hardware, and peripheral failures.
Documents, maintains, upgrades, or replaces PC hardware and software systems.

OTHER JOB FUNCTIONS:

On a nontypical basis, may perform additional duties not listed in this description that align with the scope of essential job functions.

MINIMUM QUALIFICATIONS:
Knowledge, Skills, and Abilities Required:

PC hardware, software, and peripheral equipment maintenance knowledge, including operating systems and applications.
Ability to analyze and resolve complex desktop hardware and software issues.
Application/operating system deployment tools knowledge.
Microsoft 365 Suite and Active Directory knowledge.
PC administration concepts knowledge.
City employees training ability as needed.
DNS, DHCP, TCP/IP knowledge.
Audio Visual (AV) equipment and standards knowledge.
Customer service and training methods and practices knowledge.
Vendor communication for support and warranty needs.
Organization, time management, facilitation, and coordination skills.
Ability to work irregular hours, including evenings and weekends.
Participation in 24/7 on-call rotation.
Decision-making based on careful analysis and informed review of considerations and factors.
Quick and organic learning of new information and technologies.
Effective communication on technical, interpersonal, and professional levels to diverse audiences.
Logical, critical, and sequential thinking ability.
Document, report, and correspondence preparation and analysis ability.
Handling difficult and stressful situations with professional composure.
Confidential information handling with discretion.
Regular and punctual attendance maintenance.
Creation or following of written instructions, procedures, or technical materials as necessary.
Execution of physical skills such as carrying, kneeling, seeing, squatting, body twisting, and manual writing.
Lifting or exerting forces equivalent to a maximum of 100 pounds.

Qualifying Education and Experience:

Associate degree in Computer Science, Management Information Systems, or related field.
Minimum two (2) years of technical experience.
Must possess a valid Texas Driver License.
Or an equivalent combination of education and experience.

Preferred Education and Experience:

CompTIA A+ Certification.
Microsoft Certifications (Desktop, Endpoint, or O365).

Employment Screening Required:

Criminal Background Check.
CJIS Background Check.
Human Performance Evaluation.
Motor Vehicle Record Review (MVR).
Physical Examination.

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