IT System Support Specialist I: Remote Support Assignment

Williamson County; Georgetown (TX); Remote; USD 42,000 - 62,000; Full time

Job summary

Williamson County is seeking a Tier II IT Support Specialist to provide moderately complex technical assistance to employees by investigating, troubleshooting, and resolving issues related to technology systems. The vacancy is in the Remote Support assignment and reports to an IT Manager or Director.

The role includes working in a remote support capacity with potential irregular hours, occasional travel between sites, and duties that span maintenance, issue resolution, and participation in

Qualifications

• Requires vocational/technical diploma or certificate and 2 years of job-related experience, or 3 years of job-related experience.
• Ability to investigate, troubleshoot, and resolve moderately complex technology issues for employees.
• Capable of documenting service requests and projects in detail.

Responsibilities

• Provide Tier II support to employees for hardware and software issues.
• Perform routine hardware/software maintenance and assist users with system upkeep.
• Evaluate systems and recommend upgrades; contribute to tests and implementations.
• Maintain detailed reports of service requests and projects; document outcomes.
• Support a designated team with development, implementation, testing, and enhancements of technology systems.
• Perform special duties as assigned.

Skills

Tier II Support

Remote Support

Troubleshooting

Hardware & Software

Education

Vocational/Technical diploma

Job description

Reporting directly to an assigned IT Manager or Director, responsible for providing Tier II moderately complex support to employees by investigating, troubleshooting, and resolving issues related to technology systems. Level I of III System Support Specialists.

* The vacancy related to this posting is in the Remote Support assignment.

• Provides technical assistance and support on a wide range of computers and peripherals to resolve moderately complex technology issues
• Performs routine day-to-day hardware and software maintenance and assists users in the proper upkeep of their systems
• Evaluates existing computer systems and recommends hardware or software upgrades
• Maintains detailed, documented reports of service requests and projects completed
• Supports a designated team with development, implementation, testing, and enhancements of technology systems
• Performs special duties as assigned

Specialized Assignments (in addition to the duties above):

Remote Support

• Provides remote support within extended hours requiring scheduling availability for a staggered shift that may start as early as 5:00 am or end as late as 8:00 pm

ORGANIZATION RELATIONSHIPS

• Reports directly to – IT Manager or Director
• Direct Reports – No

PHYSICAL DEMANDS

• Position involves prolonged sitting at a workstation, reaching, walking, twisting, bending, repetitive motions, and standing
• Position involves occasional lifting and carrying of up to fifty (50) pounds and exertion of up to twenty-five (25) pounds of force to move objects

ENVIRONMENTAL FACTORS

• Work is primarily indoors in an air-conditioned environment
• May occasionally perform work in vehicle bay with exposure to factors such as dust, fumes, odors, temperature extremes, loud noise, strong drafts and bright lights
• Regular travel between work sites as required

IRREGULAR HOURS

• Work outside of regular office hours (Monday – Friday) may be required
• Essential personnel for emergency situations; discretion of department director
• Regular attendance is required

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. This job description is subject to change as the needs and requirements of the job change.

• Vocational/technical diploma or certificate and two (2) years of job-related experience; or three (3) years of job-related experience
• Working knowledge of specific job-related technology
• Possess and maintain a personally-owned mobile device capable of receiving calls, text messages, and emails

LICENSES AND CERTIFICATIONS

Required within thirty (30) days of employment

• Valid driver’s license

PREFERRED QUALIFICATIONS

• Technology certification in area of responsibility
• Working knowledge in areas of technology software, hardware, data, methodologies, frameworks, and infrastructure

EMPLOYMENT TESTING

Employment is contingent on passing any post-offer pre-employment screening as listed below:

• Criminal background check: Yes
• Motor Vehicle Record check: Yes
• Drug screening: No
• Physical exam: No
• Psychological exam: No
• Additional: N/A

The Human Resources Department is located at 100 Wilco Way, Georgetown, TX 78626. Phone [phone] or visit our website at www.wilcotx.gov/469/Human-Resources.

Williamson County is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.

TOBACCO FREE WORKPLACE POLICY

Williamson County is a tobacco free workplace. The use of tobacco products (e.g., cigarettes, cigars, pipes, snuff, chew, etc.) and Electronic Nicotine Delivery Systems (ENDS) (e.g., vapor, e-cigarettes, etc.) is prohibited on all Williamson County premises. Employees who violate this policy are subject to appropriate disciplinary action up to and including termination of employment.