End User Support Specialist

We are proud to have been named one of the Top 50 places to live in the United States by The Press of Atlantic City and the Top 25 Best Places to Live for Families by Fortune Magazine. We hire people based on their potential, not just their experience. We have an informal work environment but are serious about what we do. We believe that happy, diverse and talented employees add value to the City. We do our best to hire friendly, professional people who work hard and play well with others. We also promote a healthy work-life balance and personal development. What success will look like for YOU!

The ideal candidate will provide exceptional customer service by delivering a positive, customer-focused experience. Communicate effectively with both technical and non-technical users, build and maintain collaborative working relationships across City departments, and manage support requests through resolution while keeping customers informed with timely updates and clear communication throughout the process.

The End User Support Specialist serves as the face of Information Technology for City employees, delivering exceptional technical support across desktop, mobile, conferencing, printing, and endpoint technologies. This position is responsible for resolving incidents, deploying technology solutions, supporting City facilities, and ensuring employees remain productive through outstanding customer service and technical expertise. If this is you, please apply today for the, End User Support Specialist!

As an End User Support Specialist, you will:

• Configure and deploy desktops, laptops and peripheral equipment.
• Perform workstation replacements and user migrations.
• Maintain hardware inventory and asset lifecycle documentation.
• Support City-issued mobile devices and mobile applications.
• Password resets.
• Provisioning and maintain user accounts and access rights in accordance with City security standards.
• Endpoint security.
• Software approval.
• Required to work as an essential employee before, during and after an emergency or disaster.
• Stay abreast of, and comply with, all City and departmental policies and procedures.
• Perform other duties and responsibilities as assigned by your direct supervisor or Director.

Technology you will support:

• Active Directory / Entra ID
• Asset Management
• Cisco VPN
• Conference Room Technology
• Exchange Online
• ITSM Ticketing (BossDesk)
• Microsoft 365
• Mobile Device Support
• Multifunction Printers
• SCCM / MECM
• Teams Online
• Windows 11, * CompTIA A+
• Network+
• Security+
• Microsoft Modern Desktop
• Microsoft 365 Fundamentals
• HDI Desktop Support

The citizens of Sugar Land depend on City employees before, during and after an emergency or disaster to provide or restore essential public services for the health, safety and quality of life for our community. In the event of a wide scale emergency that could impact our community, all employees must be ready to assist in managing the crisis and will be considered essential for the continuity of governmental operations. Our success is achieved by the courage to do things differently and accept that failure will occur on the path to innovation. The City of Sugar Land is an equal Opportunity employer.

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Equivalent combinations of education, professional experience, military service, technical training, and industry certifications will be considered.

Related Work Experience:

• Two years of experience providing enterprise desktop support, technical support, or IT Service Desk support in a business, government, education, or healthcare environment.

Training (License and/or Certification)

• Valid Texas Class “C” Driver License.
• Must be eligible to obtain and maintain Criminal Justice Information Services (CJIS) clearance.

Pulled from the full job description

• 457(b)
• AD&D insurance
• Health insurance
• Vision insurance
• Health savings account
• Dental insurance

• Paid sick time, We are a full-service municipality located approximately 20 miles southwest of downtown Houston that invests in our team and offers real opportunities for career growth. We pay our Support Specialists a competitive salary of $28.21 - $32.44 per hour, depending on your qualifications. We also offer great benefits and perks available on your first day of employment, including: City-subsidized health benefits; life and disability insurance; a variety of voluntary benefits; a robust pension plan with TMRS to set you up for a fulfilling retirement; flexible schedules and work from home opportunities, a down-to-earth casual environment and dress code, and a positive team-oriented culture stemming from a long-term commitment to innovation and inclusion. You can even bring your dog and/or cat to work if they have a solid understanding of office decorum. Benefits At A Glance:

• City-subsidized Medical and Dental Insurance with a variety of plan options;
• City-paid Basic Life Insurance @ 1x your annual salary and Long-term Disability;
• Voluntary Vision, Supplemental Life Coverage (for you and your family), Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness, Short Term Disability and pre-paid legal benefits through Legal Shield;
• 9 paid holidays and up to 3 floating holidays to use at your discretion;
• A generous vacation package with accruals starting on day 1;
• Paid sick leave;
• A robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City to set you up for a fulfilling retirement;
• You won’t contribute to Social Security, but you can further your retirement income by contributing to a Deferred Compensation (457b) plan;
• Longevity pay for each month of service after your first 13 months of employment;
• On-site Wellness facilities and programming (mind, body spirit & financial preparedness); and
• Access to multiple mental health benefits and resources, including a robust EAP, Premium contributions for the medical and dental plans as well as Flexible Spending Accounts and Dependent Care Flexible Spending Accounts are available to all full-time employees through this arrangement.
• GROUP HEALTH & DENTAL

The City contributes to employee and dependent coverage in the HMO, HDHP and dental plans offered. Medical HSA KelseyCare Gold KelseyCare Blue Employee Only $101.44 $19.56 $0.00 EE + Spouse $346.60 $144.55 $96.48 EE + Child(ren) $257.51 $106.09 $66.79 EE + Family $454.39 $202.24 $141.00

Dental DPPO DHMO Employee Only $7.35 $3.14 EE + Spouse $18.49 $5.89 EE + Child(ren) $17.90 $8.45 EE + Family $31.41 $10.33

Vision Plan Employee Only $7.35 EE + Spouse $18.49 EE + Child(ren) $17.90 EE + Family $31.41

• VISION CARE PLAN

Employees can voluntarily elect to purchase vision care insurance for themselves and their eligible dependents.

• AFLAC PLANS

Employees can voluntarily elect to purchase through payroll deduction: Accident, Cancer, Critical Illness, and Hospital policies for themselves and their eligible dependents. (Rates are age-banded. Employee must contact representative directly for rates and enrollment.)

• BASIC LIFE and AD&D

The City provides all employees annual salary of life insurance and accidental death & dismemberment (AD&D) coverage of one-time annual salary with a minimum of $50,000.

• LONG TERM DISABILITY

The City provides employees with Long Term Disability in the amount of 60% of your salary (depending on position category) to a maximum of $7,500 per month. Benefits begin after 90 days of disability and may continue to Social Security Normal Retirement Age (SSNRA) if you qualify. LTD is designed to replace a reasonable portion of your income in case of serious injury or sickness whether on or off the job. Benefits will be offset by any payments from SS, Workers Comp and other income offsets.

• SUPPLEMENTAL LIFE and AD&D

Employees can elect supplemental life insurance and AD&D coverage up to $750,000 for themselves and up to $250,000 for their spouse; as well as $15,000 of life insurance for child(ren).

• SHORT TERM DISABILITY

This optional benefit allows employees to receive 70% of their weekly salary, to a maximum of $1,500 per week (tax free), following either Option A: a 30-calendar day elimination period; or Option B: a 7-calendar (injury) or 14-calendar (illness) elimination period, for a maximum of 90-calendar days from on-set per qualifying incident.

• PRE-PAID LEGAL PLAN, Employees are allowed to contribute to this optional program at a minimum set by the plan administrator and a maximum set annually by the IRS. Currently the City contracts with 2 administrators for this program: Dearborn & Creggs ($50 per month minimum contribution); and ICMA-RC ($1.00 per month min. contribution). The maximum contribution for 2023 is $19,500 and $6,500 for age 50 + catch-up.

The City of Sugar Land, a municipality with a population of 111,026, provides the highest quality of affordable services to meet the needs of its residents. Master-planned communities and welcoming neighborhoods enhance home values and create a sense of belonging. The community offers outstanding schools, libraries, parks, museums, restaurants, entertainment venues, and other resources that make Sugar Land a great place to work, live and raise a family. Sugar Land’s aggressive economic development program has created a business-friendly environment, and numerous high-profile regional and international corporations have chosen Sugar Land as their corporate home. Sugar Land is also home to an award-winning regional airport and multiple civic organizations for those interested in the community and government.