Desktop Support Specialist I

Performs desktop support work assisting users with Tier 1 and Tier 2 computer hardware and software support. Responsible for identifying, diagnosing, repairing, configuring, and installing PC hardware and desktop software. Works under moderate supervision with minimal latitude for the use of decision making and independent judgement. 

• Duties and Responsibilities:  
  • Provides city-wide desktop computer support to include installations, upgrades, inventory, and end-user support.
  • Utilizes IT helpdesk work order system to provide high quality customer service, resolving cases via telephone support, remote services, or in person, with escalation and follow-up of complex problems to the appropriate individual or group.
  • Provides PC hardware support.
  • Performs troubleshooting of personal computer software issues.
  • Performs troubleshooting of printers and peripherals.
  • Resolves network connectivity issues on PCs.
  • Maintains all City personal computers, including configuration, preventive maintenance, repairs, and upgrades.
  • Maintain all computer images for deployments.
  • Provide support for mobile technology, including smart phones, tablets, and IoT devices.
  • Evaluates new and existing technologies and makes recommendations to supervisor.
  • Provides guidance and knowledge transfer to end users in person and via remote methods, to empower city staff.
  • Performs technology equipment and software maintenance in a competent and timely manner.
  • Assists in maintaining accurate and current inventory of all City computer hardware and software.
  • Assists in maintaining city access control and surveillance systems as requested.
  • Assists with administration of city-wide VoIP phone systems as requested.
  • Performs work administration on problem tickets in support queues and projects assigned by management.
  •  Assists users with logging on to computers, including resolving password and multifactor authentication issues. Escalates issues outside of assigned responsibility to appropriate personnel.
  • Attend City Council meetings, Planning and Zoning Commission meetings, and other special events after hours to provide technology support.
  • Assist with maintenance of technology in city’s Emergency Operations Center, including recall to duty to assist with technology issues during an EOC activation.
  • Must carry a mobile device capable of receiving calls, text messages, and e-mails.
  • Work outside of normal office hours and respond to after-hour critical support calls.
  • Performs such other related duties as may be assigned.
• Required Education and Experience:
  • Associate degree from an accredited college or university in computer science, information technology, or related field AND a minimum of two years of related information technology experience
• OR
  • High school diploma or its equivalent AND four years of information technology related experience.
• Required Certificate and Licenses:
  • Valid driver’s license from Texas or any other US State.
  • Must have the ability to meet CJIS requirements for unescorted access to CJIS secure areas throughout employment, including no Class B misdemeanor or higher convictions or deferred adjudications. An FBI fingerprint background check verifying eligibility for access to CJIS secured areas will be required.
• Preferred Qualifications:
  • One year of documented experience providing desktop support for a ocal, state or federal government entity. 
  • Six months’ documented experience providing desktop support for a police and/or fire department as a government employee.
  • Current Criminal Justice Information Services (CJIS) certification.
  • Knowledge of Microsoft Copilot and artificial intelligence.
  • Knowledge of Microsoft SharePoint. 

  

• Knowledge of:  computer operation; the function and applicability of current software products; technical operation of computer hardware and communication equipment; and general computer maintenance procedures and repair techniques. 
• Strong working knowledge of Windows 11; PC hardware/software and peripherals, data and telecommunication implementation and troubleshooting skills are required; Operating System client installs, workstation imaging, Client/Server networking, print sharing, remote access, and file sharing; and of TCP/IP and DHCP services.  
• Knowledge of various applications, including Microsoft Office, Incode, remote access, Anti-Virus technologies, NetMotion, communications software, PC configuration, and Tier 1 support for client/server applications. 
• Skill and Ability to: Interpret and solve complex operating system and software problems; troubleshoot /repair personal, laptop, and tablet computers; evaluate maintenance needs and provide repair services; demonstrate proficiency in both oral and written communication including the preparation of neat and accurate written reports; ; read and interpret technical manuals and instructions related to information and computer technology; operate personal computers. including all associated hardware; establish and maintain effective working relationships with supervisors, department heads, other City personnel, and vendors; be available to respond to off-hours situations, work occasional night and weekends, holidays and during times of emergencies and disasters.
• Effective customer service skills

Physical Demands:
While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must be able to lift or move 50 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position.