IT Support Specialist

The IT support specialist performs highly complex (senior-level) computer systems support work, providing desktop support to users, and maintaining the agency computers for users. In addition, this technician will assist in maintaining approximately 350 desktop computers on the agency network which use the Windows Operating System. Troubleshoots technical problems with desktop systems and agency standard applications. Provides first level technical assistance and support for incoming queries and issues related to end-user devices and coordinates system and security updates for desktop systems. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.

Essential Tasks Coordinates and provides technical support to maintain the functionality of the agency's desktop computers, laptops, and peripherals. Provides technical/administrative functions in support of Network Operations projects. Participate in the ITS Division's effort to maintain an effective end-user security program for the agency. Attend work regularly in accordance with agency leave and attendance policies; and complies with all applicable agency policies and procedures including safety and standards of conduct. Perform other tasks as assigned.

Graduation from high school or equivalent. Three years' experience supporting Windows 10/11 Operating System in a networked environment. Three years of experience installing and upgrading hardware that supports Windows 10/11 Operating System.

Preferred Qualifications College Degree or coursework in Computer Science Completion of technical school program in the area of computer technology Experience with desktop upgrades in a network environment of 50 or more desktops. Experience working in a small IT team supporting highly technical to non-technical users. Experience addressing end-user requests via a ticketing system. Experience in systems support for end-users of networked workstations using Microsoft Office Products. Experience with Unix and or Linux operating system. Experience supporting Apple Mac desktop computers. Experience with TCP/IP services such as DHCP, DNS, SMTP.

Knowledge Skills and Abilities Ability to lead and coordinate agency wide IT projects. Ability to establish and maintain effective working relationships with managers, co-workers, other agency staff, Ability to communicate effectively both orally and in writing. Ability to work in a team environment. Ability to plan and arrange own work in order to meet deadlines. Ability to process multiple assignments simultaneously Ability to lift and move boxes and IT equipment weighing up to 40 lbs.

Environmental/Physical Conditions Normal office work environment and may have exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary in nature but may involve moving; standing; pulling and pushing, kneeling, stooping and bending; performing tasks requiring fine motor skill and coordination to safely move items weighing up to 40 pounds. Must have visual acuity and manual dexterity to operate a computer and regular office equipment. Requires the ability to ascend/descend ladders and to reach above shoulder level to access equipment. Must be able to work extended periods at a computer. May require working extended hours and some evenings and weekends as needed. Normal cognitive abilities including the ability to learn, recall and apply certain practices and policies and interpret data. Requires some travel, including working from various local offices and occasional overnight travel to Liberty Texas. Must be available to work a standard Monday-Friday schedule, with occasional off-hour and weekend assignments.

Other Requirements College transcripts are required if used to meet minimum requirements. Certificates of completion are required for all coursework used to meet minimum requirements. Must be available to work a normal day schedule Monday through Friday with some off-hour and occasional weekend assignments. Criminal background check required if offered a position. Some travel, including overnight travel, is required to multiple satellite offices within the Austin area and Liberty Texas.

Reporting Relationships Reports to the ITS Operations Manager. No supervisory responsibility.