Service Desk Specialist

Provide second level support for workstations, applications, mobile devices, communications, network infrastructure and related technology. Support includes, but not limited to, installation, testing and troubleshooting of hardware, software and peripherals within Lubbock County standards and guidelines. Works in a team to provide optimal service and support to Employees. Communicates clearly and effectively, maintains confidentiality and interacts with Staff professionally. Participates in program planning, policies or objectives and various assigned projects. This position may work after normal business hours including on-call.

• Responsible for the daily desktop hardware and software support issues submitted via tracking system.

• Triage incidents and requests ensuring they are resolved within the established Service Level Agreement.

• Responsible for desktop engineering as creating and testing computer images.

• Support mobile devices.

• Works with vendors to support and resolve issues with applications.

• Support for the Infrastructure Systems and business equipment.

• Apply System-wide security in all functions and solutions.

• Determine practicality of systems changes by following change management processes.

• Maintenance and refresh cycles of computer hardware, software and peripherals.

• Manage hardware and software inventory.

• Recommend and purchase technology equipment through approved procurement process.

• Assists in research of computer accessories and supplies.

• Develop streamlined process for routine technology work.

• Create knowledgebase and end user how-to-guides.

• Trains end-users on various operating systems, applications and other software usage.

• Provide support for assigned project implementation to completion.

• Perform other duties as assigned.

QUALIFICATION REQUIREMENTS: Associate degree in Computer Science, Info Systems, or closely related field. Three (3) years of work experience in technology support and operations.

SUBSTITUTION: High school diploma plus 5 years of experience in technology support and operations. A+ or equivalent certification. Ability to obtain Information Technology Infrastructure Library Foundation Certification within 1 Year of employment.

Able to pass FBI criminal background fingerprint check, and have the ability to comply with state and federal requirements for criminal justice information security standards.

KNOWLEDGE, SKILLS, AND ABILITIES: Ability to maintain a valid Texas Driver's License with safe driving record. Current concepts, principles, and methodologies of computer science and information systems analysis, design, operation and maintenance. Current information technology industry standards and practices.Operational characteristics of information technology equipment and peripherals. Knowledge of and experience with CISCO networking and Microsoft server operating systems. Supportable knowledge of the Microsoft Office Suite and office 365. Customer service principles and interpersonal skills to sufficiently exchange or convey information through clear communication, courtesy and tact. Modern office equipment including computers and applicable software applications such as word processing, spreadsheets, databases and specialized software, including the ability to accurately organize and maintain data with experience in Microsoft Office suite and Office 365. Establish and maintain effective working relationships with departmental clientele, representatives of outside agencies and providers, other County employees and officials, and the general public. Operating a variety of standard and specialized software. Filing, organizing, imaging, and maintaining records, documents, and files. Preparing reports, correspondences, presentations, and documentation. Researching, analyzing, and resolving problems for a wide range of computing issues in a logical manner with strong documentation skills. Empathizing, valuing, and dealing successfully with the special capabilities, distinctive cultural histories, and unique needs of people of various backgrounds. Maintaining the highest standards of ethical behavior, exercising honesty and integrity, confidentiality, and fairness. Self-disciplined, dependable, and ability to work independently, prioritizing multiple tasks and demands to accomplish outcomes. Ability to work the allocated hours of the position, and be willing to report for duty on short notice at any hour of the day or night.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS: Work generally performed in a climate controlled building with minimal exposure to outdoor weather conditions. The physical requirements of the job include the ability to sit, talk, kneel, bend at both the waist and knee, reach with the arms over the head, and hear, both on the telephone and in person, using regular conversational tones; vision requires the ability to focus and read printouts, computer, screens, and other written material. Duties may require lifting up to 35 pounds and have the use of hands and fingers to perform essential functions of the job, i.e., typing, data entry, using the calculator, and operating other office equipment.

DISCLAIMER: The above description reflects the details considered necessary to describe the standard functions of this position and should not be constructed as a thorough description of all work requirements. The characteristics of the work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment and Affirmative Action Employer: Lubbock County will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.