What are the responsibilities and job description for the Desktop Support Technician IV position at Harris County?
About the Office of Commissioner Rodney Ellis
There are four precincts in Harris County. The four elected commissioners, along with an elected county judge, serve as members of Harris County Commissioners Court, the administrative head of the county’s government. Commissioner Rodney Ellis represents the constituents of Precinct One.
With approximately 1.17 million residents, Harris County Precinct One is a diverse, urban precinct that covers 363 square miles. Precinct One’s multi-racial, multi-ethnic population is roughly 33 percent African American, 38 percent Latino, 21 percent Anglo, 6 percent Asian and 2 percent other or multiple races. Precinct One stretches south to Brazoria County and reaches into eastern and northern sections of Harris County. The Precinct’s territory includes a large section of Downtown Houston, including the Downtown Harris County Courthouse Complex, Toyota Center, Minute Maid Park and the BBVA Compass Stadium. Other notable landmarks include the 263-acre NRG Park Complex and the renowned Texas Medical Center. The Precinct is also the higher educational home to Houston Community College, Rice University, Texas Southern University, the University of Houston and the University of St. Thomas. Precinct One manages more than 21 parks, 10 community centers, numerous hike-and-bike trails, three maintenance service centers and several area offices, all of which provide an array of services to Precinct One residents.
The Mission of the Office of Commissioner Rodney Ellis
The Mission of the Office of Commissioner Rodney Ellis
Commissioner Rodney Ellis’ Office, is committed to becoming a national model for delivering responsive public service that utilizes inclusive, innovative, and collaborative approaches to improve the quality of life, advance equality of opportunity, and promote the fair treatment of all people in Harris County. Key Ares of focus for our organization include, but are not limited to:
Advancing more effective, fair and equitable criminal justice system.
Furthering economic justice, equity, and opportunity for all Harris County residents, especially those often and historically left behind by government programs.
Ensuring equitable outcomes in health and access to quality, affordable healthcare
Fighting for environmental and climate justice that keeps all communities safe and healthy.
Equitably investing in developing and maintaining resilient infrastructure and transportation for the 21st century
Building and defending voting rights and a democracy that ensures equitable representation.
Progressing equity and social and racial justice as common threads through all areas of public policy and public service.
What you will do at Precinct One:
Serving as a senior advisor to the IT Manager the Desktop Support Technician IV role is to assist in the configuration, deployment, and maintenance and support of computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.
Essential Duties and Responsibilities
Strategy & Planning:- Support development and implementation of new computer projects, software/ managed services, and new hardware installations. Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational needs.
- Maintain an accurate inventory of all technology assets.
- Ensure all onboarding and offboarding equipment is accurately documented.
- Ensure that repair tools, parts, and components are available for the timely resolution of service tickets.
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users.
- Recommend and implement corrective solutions, including off-site repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
- Construct, install, and test customized configurations based on various platforms and operating systems.
- Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment. Where required, administer and resolve issues with associated end-user workstation network software products.
- Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.
- Process incoming repair tickets and prioritize them based on urgency and Memorandum of Understanding (MOU)
- Acknowledge ticket assignments, diagnose hardware & software issues, and follow standard operating procedures (SOPs) to troubleshoot and resolve issues.
- Update ticket statuses, resolutions, and repair timelines in the ticket management system.
- PC setup, re-image, application installation, and software break/fix for PCs
- Troubleshoot and repair hardware & software issues for laptops and PCs, including screen repairs, hard drive replacements, motherboard repairs, power issues, and other component failures.
- Provide quick turnaround on repair requests to minimize client downtime.
- Audio/Visual Conferencing Support
- Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.
- Provide clear, professional communication regarding ticket status, expected repair timelines, and troubleshooting instructions to customers.
- Follow up with clients to ensure satisfaction with repairs and that all issues are resolved.
- Repair Documentation & Reporting:
- Document repair activities and solutions within the ticketing system, ensuring all information is accurate and up to date.
- Escalate complex issues to senior technicians when necessary while maintaining ownership of the initial ticket.
- Meet repair timeframes as defined by MOUs to ensure customer satisfaction and minimal device downtime.
- Manage and resolve multiple tickets simultaneously while maintaining quality standards.
- Meet the requirements of any MOUs between Office of Commissioner Rodney Ellis Precinct One and any Harris County Department as needed.
- Other duties as assigned.
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
Education:
- Bachelor’s Degree in a technology or related field from an accredited college or university
- At least seven (7) years of experience may substitute for degree
Experience:
- Five (5) years of increasing responsibility experience in Information Technology or related field.
- Experience and knowledge of asset management, databases, and information systems.
- Experience with IT service delivery (ticketing) systems
Knowledge, Skills, and Abilities:
- Familiar with conferencing systems
- Knowledge of PC and desktop hardware to include setup, re-image, application installation, and software break/fix for PCs
- Knowledge of PC internal components
- Familiar with Active Directory, File and Print Services.
- Hands-on hardware troubleshooting experience.
- Technology equipment support experience
- Working technical knowledge of current network protocols, operating systems, and standards.
- Ability to operate tools, components, and peripheral accessories
- Able to read and understand technical manuals, procedural documentation and Original Equipment Manufacturer (OEM) guides.
- Able to work independently and as part of a team, including across multiple locations
- Ability to prioritize tasks in a fast-moving environment
NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
Experience:
- Relevant IT certification—such as CompTIA A , Network , Server , Linux , Cisco, Microsoft Certified: AZ-104, MCTS, MCITP, MCP, MCSA, MCSE, 365, or Administrator. (preferred)
License:
- SharePoint experience (preferred)
Position Type and Typical Hours of Work:
- Full-time | Regular
- Some work may involve a combination of both office and field environments
- Sitting, standing, or walking for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
- Lifting and transporting of moderately heavy objects, such as computers and peripherals, at least 15lbs or more.
- In-district travel is required for the purpose of on-site hardware and software troubleshooting and repair
You will be surrounded by coworkers who bring their best daily. Passionate people who want to make a difference in the communities Precinct One serves and Harris County as a whole. You will be in a mission-driven organization surrounded by colleagues who bring their best to work each day and collaborate to make a difference in the communities Precinct One serves along with Harris County as a whole.
Harris County employees receive a competitive salary plus medical, dental and vision insurance at no cost to the employee after the first two months of full-time continued employment. Vacation, sick time and floating holidays allow our employees to recharge and balance work and personal time. Mandatory participation in our retirement program allows employees to save for retirement. Various other benefits and discounts lead to the satisfaction and engagement of our employees.
How to apply
If this job sounds interesting, you meet the required qualifications and you can see yourself working for Precinct One, we invite you to apply.
https://www.governmentjobs.com/careers/harriscountytx
Employment may be contingent on passing a drug screen and meeting other standards. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Salary : $37,440
