Customer Support Specialist, IT Support

Under general supervision, provides initial triage, troubleshooting, and resolution to City of Arlington technology systems and network users, provides telephone help desk and/or direct assistance and training to assist users in the most effective use of the City’s information technology systems.

ESSENTIAL JOB FUNCTIONS:

• Serves as the first point of contact for internal users seeking assistance with technology related requests for services and/or issues.
  
• Sets up, installs, upgrades, maintains, troubleshoots, and modifies computer hardware and software for personal desktop computers systems and laptops to best meet the end user needs.
  
• Provides support to end users on a variety of issues from PC desktop or laptop mobile device software installation, software customizations, software and hardware failure analysis, PC peripheral support, and LAN connectivity support which may include wireless connectivity.
  
• Analyzes and troubleshoots PC computer systems, hardware, and computer peripheral failures.
  
• Documents, maintains, upgrades, or replaces PC hardware and software systems.

OTHER JOB FUNCTIONS:

• On a nontypical basis, may perform other additional duties not listed in this description that are in alignment with the scope of essential job functions.

MINIMUM QUALIFICATIONS:
Knowledge, Skills and Abilities Required:

• Knowledge of PC hardware, software, and peripheral equipment maintenance, including operating systems and applications.
  
• Ability to analyze and resolve complex desktop hardware and software issues.
  
• Knowledge of application\operating system deployment tools.
  
• Knowledge of Microsoft 365 Suite and Active Directory.
  
• Knowledge of PC administration concepts.
  
• Ability to train city employees on an as needed basis.
  
• Knowledge of DNS, DHCP, TCP/IP.
  
• Knowledge of Audio Visual (AV) equipment and standards.
  
• Knowledge of customer service and training methods and practices.
  
• Ability to communicate with vendors for support and warranty needs.
  
• Skill in organization, time management, facilitation, and coordination.
  
• Ability to work irregular hours including evenings and weekends.
  
• Ability to participate in 24/7 on call rotation.
  
• Ability to recognize, analyze, and resolve a variety of situations and problems.
  
• Ability to oversee multiple projects, initiatives, and other work assignments while maintaining prioritization and meeting deadlines.
  
• Ability to make well-reasoned and timely decisions based on careful, objective review and informed analysis of available considerations and factors.
  
• Ability to learn new information and technologies quickly and organically.
  
• Ability to receive detailed information through oral or written means and take appropriate action.
  
• Ability to communicate effectively on technical, interpersonal, and professional levels to diverse audiences.
  
• Ability to think logically, critically, and sequentially.
  
• Ability to analyze and prepare documents, reports, and correspondence.
  
• Ability to handle difficult and stressful situations with professional composure.
  
• Ability to handle confidential information with discretion.
  
• Ability to maintain regular and punctual attendance.
  
• Ability to create or follow written instructions, procedures or technical materials and manuals as needed.
  
• Ability to perform a variety of physical skills including but not limited to carrying, kneeling, seeing, squatting, twisting body, and writing by hand.
• Ability to lift or exert forces equivalent to a maximum of 100 pounds.

Qualifying Education and Experience:

• Associate degree in Computer Science, Management Information Systems, or related field.
  
• Minimum two (2) years of technical experience.
  
• Must posses a valid Texas Driver License.
• Or an equivalent combination of education and experience.

Preferred Education and Experience:

• CompTIA A Certification
  
• Microsoft Certifications
  
  • Desktop, Endpoint or O365

Employment Screening Required:

• Criminal Background Check
  
• CJIS Background Check
  
• Human Performance Evaluation
  
• Motor Vehicle Record Review (MVR)
  
• Physical Examination