IT System Support Specialist I: Service Desk

JOB SUMMARY

Reporting directly to an IT Manager, responsible for providing tier II moderately complex support to employees by investigating, troubleshooting, and resolving issues related to technology systems. Level I of III System Support Specialists.

• The vacancy related to this posting is in the

Service Desk Support Specialistassignment.

EXAMPLES OF WORK PERFORMED

• Provides technical assistance and support on a wide range of computers and peripherals to resolve moderately complex technology issues

• Performs routine day-to-day hardware and software maintenance and assists users in the proper upkeep of their systems

• Manages audio-visual systems and video camera systems across the County

• Evaluates existing computer systems and recommends hardware or software upgrades

• Maintainsdetailed,documented reports of service requests and projects completed

• Supports a designated team with development, implementation, testing, and enhancements of technology systems

• Performs special duties as assigned

Specialized Assignments:

• Service Desk Support Specialist - provides remote support within extended hours requiring scheduling availability for a staggered shift that may start as early as 5:00 am or end as late as 8:00 pm

• Onsite Support Specialist - provides deskside support, requiring regular travel to multiple County worksite locations via day use of County vehicle

• Audio/Visual Specialist- manages audio-visual systems and video camera systems across the County

• Public Safety Specialist - troubleshoots connectivity issues with in-car systems (computer docks, mobile routers and radios), and assists with receiving, tracking, storing and issuing first responder body-worn cameras and radios

ORGANIZATION RELATIONSHIPS

• Reports directly to

• IT Manager

• Direct Reports

• No

PHYSICAL DEMANDS

• Position involves prolonged sitting at a workstation, reaching, walking, twisting, bending, repetitive motions, and standing

• Position involves occasional lifting and carrying of up to fifty (50) pounds and exertion of up to twenty-five (25) pounds of force to move objects

ENVIRONMENTAL FACTORS

• Work is primarily indoors in an air-conditioned environment

• May occasionally perform work in vehicle bay with exposure to factors such as dust, fumes, odors, temperature extremes, loud noise, strong drafts and bright lights

• Regular travel between work sites as required

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.

MINIMUM QUALIFICATIONS

• Vocational/technical diploma or certificate and two (2) years of job-related experience; or three (3) years of job-related experience

• Working knowledge of specific job-related technology

• Possess and maintain a personally-owned mobile device capable of receiving calls, text messages, and emails

LICENSES AND CERTIFICATIONS

Required within thirty (30) days of employment

• Valid driver's license

PREFERRED QUALIFICATIONS

• Bachelor's degree in a related field or equivalent job-related experience

• Technology Certification in area of responsibility

• Working knowledge in all areas of technology software, hardware, data, methodologies, frameworks, and infrastructure

EMPLOYMENT TESTING

Employment is contingent on passing any post-offer pre-employment screening as listed below:

• Criminal background check: Yes

• Motor Vehicle Record check: Yes

• Drug screening: No

• Physical exam: No

• Psychological exam: No

• Additional: N/A

IRREGULAR HOURS

• Work outside of regular office hours (Monday-Friday) may be required

• Essential personnel for emergency situations; discretion of department director

SUPPLEMENTAL INFORMATION

A Williamson County online application (resumes alone are not sufficient) must be received before the position is closed. Positions are open until filled, subject to close at any time after five (5) business days. The Human Resources Department is located at 100 Wilco Way, Georgetown, TX 78626. Phone (512) 943-1533 or visit our website atwww.wilcotx.gov/469/Human-Resources.

Williamson County is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.

TOBACCO FREE WORKPLACE POLICY

Williamson County is a tobacco free workplace. The use of tobacco products (e.g., cigarettes, cigars, pipes, snuff, chew, etc.) and Electronic Nicotine Delivery Systems (ENDS) (e.g., vapor, e-cigarettes, etc.) is prohibited on all Williamson County premises. Employees who violate this policy are subject to appropriate disciplinary action up to and including termination of employment.