What are the responsibilities and job description for the End User Support Specialist position at City of Lubbock, TX?
Summary
Provides on-going troubleshooting for computer hardware and software.
Essential Functions
- Repairs, replaces and re-images laptops and desktop computers;
- Troubleshoots mobile user issues;
- Manages Wireless air cards;
- Acts as first line of contact for all problems reported by City of Lubbock users concerning hardware and software supported by Information Technology;
- Installs new hardware and software as needed. Completes backup of user's existing data. Moves restored data to a different drive;
- Follows-up with technician on issue resolutions to gain knowledge and to be prepared should a similar issue arise;
- Evaluates new Hardware and Software. Researches the request and makes an informed recommendation or decision;
- Takes calls on the help desk line to fix as many problems as possible while on the phone with the end user, without having to hand it off to another person;
- Installs and tests computers and software; customizes installed software to the specific requirements of the user department;
- Assists users over the phone, in the office or by going onsite to fix more difficult or non-remote accessible problems.
- Issue laptops and wireless air cards;
- Performs related work as assigned.
Qualifications
Completion of a bachelor degree in management information systems, computer science, or a related field with an additional one year of experience solving user related problems involving computer systems; or any combination of relevant education and experience which provides the following:
Physical Exam Required
Valid Current Driver's License
*** Critical Infrastructure: This position has been determined to have close contact with, or control of Critical Infrastructure components. This position is subject to extensive background checks and random drug screening. ***
***No Class B Misdemeanor convictions within last 10 years***
***No Class A Misdemeanor, Felony Convictions or Family Violence Conviction***
Knowledge and Abilities
Knowledge of:
- Computer systems.
- Communicate effectively orally and in writing;
- Work effectively in a dynamic, fast paced environment, meet deadlines;
- Plan and organize personal workload, coordinate with co-workers as a team member;
- Analyze environment, determine requirement alternatives, and make recommendations resulting in a network product solution or implementation fully satisfying end-user work needs;
- Establish and maintain effective working relationships with end users.
- Frequently lift and carry up to 10 pounds.
- Occasionally lift and carry up to 50 pounds.
- Frequently bend and kneel during the shift.
- Frequently push and pull objects.
- Frequently flex upper trunk forward at the waist and partially at the knees.
- Frequently rotate upper trunk to the left or right while sitting or standing.
