It Customer Support Jobs

Under general direction, provides complex technical personal computer support, information and consultation services to all user departments and provides initial level Customer Support Center response including taking customer calls and providing problem resolution to technology related issues.

ESSENTIAL JOB FUNCTIONS:

1. Ability to provide technical PC support, information and consultation services of a complex nature to all customers including hardware and initial software support.
2. Ability to review and evaluate new and upgraded PC hardware and software available to the City to ensure that established standards and specifications are met; ability to maintain and process work orders, documentation and associated records and coordinate service requests with vendors.
3. Ability to create or follow written instructions, procedures or technical materials and manuals as needed.
4. Ability to load, test and deliver City standard hardware and software as required using both physical and remote connectivity options. This includes the assembly, testing, repairing and upgrading of PC’s, software, network and or peripheral devices as necessary.
5. Ability to provide clear oral and written communications with both technical and non-technical staff and customers; ability to provide instruction to groups of users in the use of hardware or software.

OTHER JOB FUNCTIONS:

6. Ability to manage Customer Support hardware and software equipment in an efficient and timely manner.
7. Ability to effectively communicate with vendors for support, warranty, performance and other related functions.
8. Ability to correctly reason the routing and status of work orders requiring next level support; ability to follow-up on work performed by other support staff to ensure customer resolution.

MINIMUM QUALIFICATIONS:

Knowledge, Skills and Abilities Required:

• Ability to install, maintain, and troubleshoot all city standard software at an advanced level.
• Knowledge of TCP/IP network protocol at a basic level.
• Knowledge of printer operations at an advanced level, especially in a networked environment.
• Ability to use documentation to aid in responding to calls.
• Knowledge of PC hardware at an advanced level.
• Ability to perform a variety of physical skills including but not limited to carrying, kneeling, seeing, squatting, twisting body, and writing by hand.
• Knowledge of network servers and communications equipment at a basic level.
• Ability to receive detailed information through oral communication and make fine discriminations in sound.
• Incumbent is subject to dust/mites, mechanical and electrical hazards.
• Ability to operate a variety of office equipment including but not limited to personal computer, printer, copier and telephone.
• Ability to operate a motorized vehicle.
• Skill in answering phones in a polite and courteous manner.
• Skill in reading and analyzing data.
• Ability to lift or exert forces equivalent to lifting up to 100 pounds.
• Ability to learn and practice department standards.
• Ability to evaluate hardware and software problems and recommend and provide solutions to resolve problems.
• Ability to communicate and troubleshoot issues via telephone and remote computer connectivity.
• Skill in communicating with city employees and vendors by oral and written means.
• Ability to train city employees on an as needed basis.
• Ability to provide direction to others.
• Knowledge of Microsoft Windows desktop operating systems at an advanced level.
• Ability to repair all PC hardware at an advanced level.
• Skill in prioritization and time management in order to address issues at appropriate levels.
• Knowledge of general purchasing practices.
• Knowledge of PC computer tools (such as memory testers, volt meters and diagnostic software) and techniques.

Qualifying Education and Experience:

The above knowledge, skills, and abilities may be demonstrated by an Associates Degree in Computer Science, and two years experience working in a related field or any equivalent combination of education and experience. Microsoft MCP and A+ Hardware certifications preferred. Successful completion of background check, including but not limited to, a comprehensive criminal history check, physical and drug-screen. Possession of a valid Texas driver’s license.