Desktop Support Specialist

About the role

An island community rich in history and opportunity, Galveston is the ideal place to live, work and raise a family!

Summary

Under general supervision, serves as the first point of contact to City staff by providing hardware/software troubleshooting to City staff via e-mail, phone, remotely or in-person; performs other duties as assigned.

Essential Functions

• Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills.
• Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function.
• Essential duties and responsibilities may include, but are not limited to, the following:

• Responds to requests for assistance from end users; performs troubleshooting to determine the nature of the problem and origin; either hardware or software-based.
• Diagnoses and resolves network connectivity issues.
• Maintains logs of all help desk interactions.
• Travels to various locations to respond to system issues that cannot be addressed remotely or over the phone.
• Responds to queries; runs diagnostic programs; isolates problems; determines and implements solutions.
• Performs personal computer maintenance, upgrades and configurations.
• Installs computer peripherals, including printers, fax machines and scanners.
• Administers and explains the City's information technology policies, procedures, rules, and regulations.
• Provides various data and reports.
• Performs various special projects and assignments.
• Utilizes ticketing system to document work and facilitates accurate record keeping by documenting support issues and/or resolutions and communicating user feedback to managers and IT team members; adheres to City and Departmental policies and procedures as well as applicable state and federal laws and regulations.
• Act as a liaison with other technical support staff, vendors and employees as needed. Provides support regarding software problems, updates, fixes, new releases, and change requests.
• Maintains detailed and accurate equipment inventories, creates and maintains technical documentation. Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices and updating documentation as necessary
• Supports the relationship between the City of Galveston and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.
• Will be required to cover an on call after hours shift at least once a month
• Will be required to accommodate a flexible work schedule as needed to support software/hardware implementations

Additional information

Employees may at any time be required to work in order to provide for the safety and well-being of the general public, including the delivery and restoration of vital services, in the event of an emergency.

Knowledge

• City organization, operations, policies, and procedures.
• Principles and practices of computer systems operations and support.
• Principles and practices of hardware and software troubleshooting and diagnostics.
• Principles and practices of project management.
• Principles and practices of information technology research.
• State and federal statutes, rules, and regulations.
• Texas local government codes.
• Business and personal computers, and spreadsheet software applications.

Skill in

• Handling situations requiring diplomacy, fairness, firmness and sound judgment.
• Analyzing information technology issues, evaluating alternatives, and developing recommendations and reports.
• Understanding and applying City policies and procedures, and applicable federal and state regulations.
• Explaining City information technology policies and procedures while exercising the highest degree of confidentiality.
• Establishing and maintaining cooperative working relationships with all levels within the City.
• Communicating effectively verbally and in writing.

Minimum Qualifications

Associate Degree in Computer Science or a related field; AND two years' experience in information technology desktop support; OR an equivalent combination of education and experience.

License and Certification

• TLETS certification.
• CJIS certification.
• Possession of a valid Texas driver's license.

Physical Demands and Working Environment

• Work is performed in a standard office environment.
• May be required to lift and carry items weighing up to 75 pounds.
• May be required to climb ladders.
• May be required to work within confined spaces.