Desktop Support Specialist

City of Galveston; United States; On-site; USD 50,000 - 65,000; Full time

Job summary

The City of Galveston is seeking an IT Help Desk Specialist to serve as the first point of contact for City staff, providing hardware/software troubleshooting via email, phone, remotely or in-person. You will diagnose problems, support network connectivity, and maintain logs and inventories.

You will also help with IT policies, report generation, and special projects, with occasional travel to locations requiring hands-on support; on-call after hours is required monthly.

Qualifications

• Associate degree in computer science or related field; two years’ IT desktop support experience.
• Or an equivalent combination of education and experience.
• Valid Texas driver’s license (may be required for travel).
• CJIS and TLETS certifications.

Responsibilities

• Responds to end-user requests; troubleshoots hardware or software issues.
• Diagnoses and resolves network connectivity problems.
• Maintains logs of all help desk interactions and documents resolutions.
• Travels to locations to address issues not solvable remotely.
• Explains IT policies, creates reports, and supports IT procedures.
• Maintains equipment inventories and technical documentation.
• On-call after hours at least once a month and supports flexible scheduling.

Education

Associate Degree in Computer Science or related field

Equivalent combination of education and experience

Tools

Windows OS

IT Help Desk ticketing system

Printer/Scanner setup

Networking basics

CJIS certification

TLETS certification

Job description

An island community rich in history and opportunity, Galveston is the ideal place to live, work and raise a family! Job Description SUMMARY: Under general supervision, serves as the first point of contact to City staff by providing hardware/software troubleshooting to City staff via e-mail, phone, remotely or in-person; performs other duties as assigned.

ESSENTIAL FUNCTIONS:

• Responds to requests for assistance from end users; performs troubleshooting to determine the nature of the problem and origin; either hardware or software-based.
• Diagnoses and resolves network connectivity issues.
• Maintains logs of all help desk interactions.
• Travels to various locations to respond to system issues that cannot be addressed remotely or over the phone.
• Responds to queries; runs diagnostic programs; isolates problems; determines and implements solutions.
• Performs personal computer maintenance, upgrades and configurations.
• Installs computer peripherals, including printers, fax machines and scanners.
• Administers and explains the City’s information technology policies, procedures, rules, and regulations.
• Provides various data and reports.
• Performs various special projects and assignments.
• Utilizes ticketing system to document work and facilitates accurate record keeping by documenting support issues and/or resolutions and communicating user feedback to managers and IT team members; adheres to City and Departmental policies and procedures as well as applicable state and federal laws and regulations.
• Act as a liaison with other technical support staff, vendors and employees as needed. Provides support regarding software problems, updates, fixes, new releases, and change requests.
• Maintains detailed and accurate equipment inventories, creates and maintains technical documentation. Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices and updating documentation as necessary
• Supports the relationship between the City of Galveston and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.
• Will be required to cover an on call after hours shift at least once a month
• Will be required to accommodate a flexible work schedule as needed to support software/hardware implementations

Employees may at any time be required to work in order to provide for the safety and well-being of the general public, including the delivery and restoration of vital services, in the event of an emergency.

KNOWLEDGE AND SKILLS:

• City organization, operations, policies, and procedures.
• Principles and practices of computer systems operations and support.
• Principles and practices of hardware and software troubleshooting and diagnostics.
• Principles and practices of project management.
• Principles and practices of information technology research.
• State and federal statutes, rules, and regulations.
• Texas local government codes.
• Business and personal computers, and spreadsheet software applications.

Skill in:

• Handling situations requiring diplomacy, fairness, firmness and sound judgment.
• Analyzing information technology issues, evaluating alternatives, and developing recommendations and reports.
• Understanding and applying City policies and procedures, and applicable federal and state regulations.
• Explaining City information technology policies and procedures while exercising the highest degree of confidentiality.
• Establishing and maintaining cooperative working relationships with all levels within the City.
• Communicating effectively verbally and in writing.

MINIMUM QUALIFICATIONS:

Associate Degree in Computer Science or a related field; AND two years’ experience in information technology desktop support; OR an equivalent combination of education and experience.

LICENSE AND CERTIFICATION:

• TLETS certification.
• CJIS certification.
• Possession of a valid Texas driver’s license.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

Work is performed in a standard office environment. May be required to lift and carry items weighing up to 75 pounds. May be required to climb ladders. May be required to work within confined spaces.

Compensation Range DOQ

The City of Galveston is an equal opportunity employer and will consider only the qualifications of the applicants. The City does not tolerate any form of discrimination based on race, color, religion, sex, age, national origin, or physical/mental disability in employment or provision services.

Galveston Island is a coastal barrier island located along the Gulf Coast of Texas. Galveston's convenient coastal location along with its close proximity to Houston, has contributed to the city becoming the economic engine it is today - including being the employment center of Galveston County. The City of Galveston has a population of approximately 50,000 and is home to key industries in medicine, education and maritime.