Support Services Specialist I (Promotional)

Full Job Description

MOS Codes: 003768 (Navy), 8846 (Marine Corps), 25B (Army)

Education and Experience: Associate's Degree or higher in Computer Information Systems, Microcomputer Technology, or a closely related field or a High School Diploma/GED and two (2) years of technical support, help desk, or call center customer service experience.

Licenses and Certificates: A Texas Class "C" Driver's License or equivalent issued by another state by time of appointment.

Special Requirements: Applicants for positions assigned to the Department of Information Technology Services must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months from hire and maintain CJIS eligibility.

CJIS requirements are related to system access and the following list of convictions and/or deferred adjudications will result in failure of the CJIS background check and disqualification and termination from employment: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

Requirements

Under general supervision, provide first-tier support to customers on a variety of issues.

Qualifications

Provide basic applications and hardware support. Involves: Communicate with users via telephone, e-mail, or in person.

Ensure all new service requests and customer inquiries are logged into the Help Desk ticketing system. Prioritize and schedule requests and escalate issues when needed to appropriate IT staff.

Provide feedback to customers on current service requests.

Answer routine questions and recommend remedial action on the use of the assigned personal computer (PC) operating system and general business productivity applications software.

Install and/or upgrade software and/or hardware. Implement file backups and configure systems and applications.

Perform preventative maintenance including checking and cleaning workstations and peripherals. Apply diagnostic utilities to aid in the troubleshooting of reported issues.

Test fixes to ensure issue(s) have been adequately resolved. Follow up on open requests by discussing them with technical support staff. Report status and completion information to the supervisor.

Assist with various other information services activities. Involves: Set up user accounts and shared resource accounts following established guidelines.

Access software updates, drivers, knowledge bases, and frequently asked questions (FAQ) resources on the internet to aid in problem resolution. Develop help sheets and FAQ lists for end users.

Record, track, and document the help desk problem-solving process; including all successful and unsuccessful decisions made and actions taken through to final resolution.

Perform other duties as required.

Additional Information

For complete job specification, click here.

This recruitment is limited to current City employees presently working in the Information Technology department.

Note: This is an unclassified contract position.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

Note: Applicants with a foreign degree must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.