IT Systems Support Specialist

The IT Systems Support Specialist serves as the primary point of contact for City of Bryan employees and end users, delivering exceptional front-line technical support for desktops, laptops, mobile devices, printers, and all related peripherals. This role focuses on troubleshooting hardware and software issues, supporting network file and print services, and resolving a wide range of IT application problems to keep city operations running smoothly. Essential Job Functions

• Delivers prompt, courteous, expedient and professional end-user support by monitoring and responding to IT support requests submitted via email, phone, or in-person.
• Diagnoses, troubleshoots, and resolves hardware, software, and network-related issues.
• Escalates complex problems to the appropriate team, if needed.
• Accurately classifies, tracks, monitors, and documents support cases to ensure timely resolutions and maintain clear records of all actions taken.
• Installs, upgrades, moves, repairs, and performs preventive maintenance on workstations, laptops, and peripheral devices.
• Researches, recommends and implements solutions for hardware errors, software problems, and recurring technical issues.
• Deploys approved and licensed client software applications, including configuration, testing, and rollout of Microsoft operating systems and Microsoft 365/Office productivity tools.
• Maintains accurate IT asset inventory and strictly adheres to established standards for desktop and laptop hardware and software configurations.
• Stays current with industry trends, best practices, and emerging technologies through continuous learning, online training, and professional development.
• Collaborates effectively with colleagues and demonstrates regular, reliable attendance and responsiveness to work demands.
• Participates in a rotating 24/7 on-call support schedule to provide timely assistance for critical systems.
• Performs related duties as required.
• Responds regularly and promptly to work., * Build and maintain positive working relationships with colleagues, city staff, and external partners.
• Comply with all City and departmental policies, procedures, and safety practices.
• Demonstrate satisfactory performance and the initiative to take on new responsibilities.
• Demonstrate regular, reliable, and punctual attendance.
• Demonstrate collaborative, respectful, and productive work habits.
• Provide management with sound, positive advice, and information concerning the incumbent’s area of responsibility.

• Establish and maintain cooperative working relationships with those contacted in the course of work and communicate effectively with the public and other required entities., (Open Ended Question) * * List three (3) strengths/skills you possess that you believe would make you a good fit for this position: (Open Ended Question) Documents Needed to Apply Required Documents * Resume Optional Documents * Cover Letter

• Letter(s) of Recommendation
• Certification(s)

• High School Diploma or GED.
• At least one (1) year of professional hands-on experience involving computer maintenance, customer technical support, and LAN/WAN environments.
• Exceptional customer service and communication skills.
• Experience in a network environment utilizing, installing, troubleshooting, and updating the following systems and software: Windows Server 2022 or newer, Microsoft Exchange Server Subscription Edition (or equivalent Microsoft 365 environments including Exchange Online), Windows 11, and Microsoft 365 Apps in a networked setting.

Preferred:

• Associate’s degree or higher in Computer Science, Information Technology or a closely related field.
• Background in PC support or a call center environment.
• Industry certifications such as CompTIA A+ or Microsoft.

Knowledge, Skills & Abilities Knowledge of:

• Computer hardware, software, networking principles, and data processing techniques.
• Current IT operating procedures, troubleshooting methodologies, and industry best practices.

Ability to:

• Provide exceptional customer service by taking full end-to-end ownership of support requests, proactively following technical issues from initial contact through to complete resolution, and ensuring high levels of end-user satisfaction.
• Troubleshoot hardware and software issues efficiently, both independently and as part of a team.
• Learn new technologies and departmental processes quickly, adapt to changing priorities, and work effectively in a fast-paced environment with frequent interruptions.
• Manage workload, set priorities, and consistently meet deadlines while maintaining high standards.
• Maintain absolute confidentiality of sensitive information, data, and materials.
• Anticipate problems, exercise sound judgment, and demonstrate initiative, ethical conduct, and creative problem-solving., * Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
• Superior customer service orientation, demonstrating tact, diplomacy, and a collaborative mindset.
• Strong analytical, problem-solving, organizational, and time-management skills., * Texas Class C driver’s license with a good driving record as measured by the City’s evaluation system.
• Must participate in a rotating on-call schedule and respond to critical issues within established timeframes.
• Must be able to access Texas Criminal Justice Information Services (CJIS) System data. As a result, the person selected for the position cannot possess a felony or Class A misdemeanor conviction; or a Class B misdemeanor conviction within the past 10 years.

Preferred:

• Additional certifications such as CompTIA A+, Microsoft, and/or Cisco., (Open Ended Question) * * What is the highest level of education completed? (Make sure this information is reflected under the Education History Section of the application)
• GED
• High School Diploma
• Associate’s Degree
• Bachelor’s Degree
• Master’s Degree
• PhD
• • Do you possess work experience installing, upgrading, troubleshooting, repairing, and maintaining computer equipment and peripherals?

Physical demands include but are not limited to: sitting, talking, hearing, seeing, standing, walking, driving, stooping, kneeling, reaching, pushing, pulling, twisting, bending, crawling, climbing, and using hands and fingers to operate equipment and to regularly lift, carry, and/or move up to 25 pounds and occasionally up to 50 pounds. Working Conditions Work is performed primarily in an office setting or a well-lit and temperature-controlled working environment. At times, the position will be required to be in the field, and there will be exposure to inclement weather, temperature extremes, moving mechanical parts, electrical hazards, noise, vibration, dust, pollen, odors, fumes, and/or other irritating airborne particles. Use of City vehicles. Equipment Work shall be performed with tools, appliances, and equipment approved by those agencies and bodies that have control, authority, or approval of the design working ranges or limitations of those items; the employee has the responsibility to conform to those ranges and limitations. Equipment may include but is not limited to computers (desktops/laptops/tablets), monitors, printers, phones (desktop and mobile), copiers, scanners, fax machines, televisions, projectors, audio/video equipment, hand tools and City vehicles. Additional Notes/Instructions for Applicants Quicklink for Posting Supplemental Questions Required fields are indicated with an asterisk (*). * * I understand that prior to submittal I must: 1) Verify the application form includes my complete work history & education. 2) If I have previously applied, verified my application is up-to-date, including current dates of employment. (Note: A resume will not substitute the need to add your work history to the application form.)

• Yes
• No
• • Select the primary way you heard about this employment opportunity:
• City of Bryan Website
• City of Bryan Social Media
• City of Bryan Employment Office
• City of Bryan Employee
• Friend/Relative
• Indeed
• Google
• Glassdoor
• LinkedIn
• Facebook
• Texas Municipal League
• Careers in Government
• Television Station
• Radio Station
• Newspaper
• Career Fair (specify location below)
• College/University Website (specify school below)
• Other Website (specify below)
• Other Source (specify below)
• Unknown
• If known, specify details of source selected above (name, station, location, etc.)

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