Euless - Computer Support Specialist II

JOB SUMMARY:

Under general supervision, the Computer Support Specialist II will be primarily responsible for helpdesk operations and tier 1 end user technical support, including in-person, remote, and phone interactions.  This position will escalate work orders to tier 2 and tier 3 support within the Information Services Department when needed, and coordinate with end users as to the status of work being performed. 

PRINCIPLE DUTIES AND RESPONSIBILITIES:

1.       Responsible for actively monitoring, triaging, and immediately processing incoming tier 1 work orders as they arrive.

2.       Maintains response times and service level agreements, as dictated by department policy.

3.       Documents work performed and time spent per request as it occurs.

4.       Coordinates the installation of desktop computer hardware, laptops, tablets, mobile, in-car technology, body-worn camera systems, audio visual systems for interview rooms, conference / meeting rooms and the Emergency Operations Center.

5.       Maintains IT related supply inventory for the Police Department.

6.       Perform other related duties and special projects as assigned.

KNOWLEDGE, SKILLS, ABILITIES REQUIRED:

-        Ability to troubleshoot Microsoft client operating systems.

-        Ability to troubleshoot Microsoft Office software and services at a basic level.

-        Ability to troubleshoot desktop and laptop computers, and printer hardware in an enterprise      environment.

-        Ability to troubleshoot department-specific software at a basic level.

-        Ability to troubleshoot network issues at a basic level.

-        Ability to interact professionally and respectfully with the public, coworkers, and others in the course of daily work.              

-        Requires basic knowledge of PC operating systems and virtual desktop infrastructure maintenance and implementation.

-        Requires basic knowledge of computer networking necessary.

-        Must be able to troubleshoot and repair PCs and have proficient knowledge of mobile devices such as cell phones, tablets, and laptops.

-        Must have excellent oral and written communication skills as well as good organization skills.

-        Must have a professional, customer-oriented work ethic with a willingness to learn and adapt to an always changing environment.

-        Must have regular and punctual attendance with the ability to work after hours when needed.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED:

High school diploma or equivalent plus three (3) years’ experience in an enterprise-level Information Technology position directly performing end user and helpdesk support is required.  Experience using an enterprise work order system is preferred.  Any equivalent combination of education or experience may be considered.  Combined education with an associate’s or bachelor’s degree in computer science, information systems or related degree is preferred.  Must have a valid Texas driver’s license with a good driving record.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Sitting; repetitive movement of wrist and fingers during computer data input; reaching.  Climbing a ladder up to 10 feet.  Crawling under furniture and behind equipment racks in enclosed spaces.  Works indoors in a controlled environment, as well as facilities that are not environmentally controlled.  Must be able to sit in a chair, walk, and carry items up to 50 lbs.  Must be able to see and read from computer screens.  A valid Texas driver’s license is required.

Pre-employment screening includes but is not limited to Drug Screen, Physical Examination, Credit Check, Motor Vehicle Review and applicable Background Checks to include a CJIS background check.