Support Services Specialist IV

The City of El Paso Texas; El Paso (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

The City of El Paso Texas seeks an experienced supervisor to lead the Customer Care Operations for the Service Desk. You will oversee QA reviews, respond to customer inquiries, and track performance metrics to improve service delivery.

Responsibilities include escalation handling, reporting, staff supervision, and coordinating training. A CJIS background check will be required within six months, and a valid Texas Driver’s License is expected.

Qualifications

• Oversee service desk QA reviews and customer responses.
• Serve as escalation point for IT service tickets and issues.
• Develop, generate and maintain performance reports.

Responsibilities

• Oversee quality assurance reviews for the IT service desk.
• Act as escalation point for customer service tickets and inquiries.
• Develop and maintain daily, weekly and monthly reports.
• Supervise staff, provide training and evaluate performance.

Skills

Customer care operations

Quality assurance

Escalation handling

Report generation

Team supervision

Education

Bachelor’s Degree in Computer Information Systems

Associate’s Degree in Computer Information Systems

Job description

MOS Code: Army (25U), Navy (002776)
Education and Experience: Bachelor’s Degree or higher in Computer Information Systems, Microcomputer Technology or related field, and three (3) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment; or Associate’s Degree in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment.

Requirements
MOS Code: Army (25U), Navy (002776)
Education and Experience: Bachelor’s Degree or higher in Computer Information Systems, Microcomputer Technology or related field, and three (3) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment; or Associate’s Degree in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment.
Licenses and Certifications: Valid Texas Class “C” Driver’s License or equivalent from another state by the date of appointment.?
Special Requirements: Applicants must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of hire and maintain CJIS eligibility. CJIS requirements are related to system access, and the following list of convictions and/or deferred adjudications will result in failure of the CJIS background check and disqualification and/or termination of employment: Felony Convictions, Felony Deferred Adjudication, Class A or B Misdemeanor Deferred Adjudication, Class A or B Misdemeanor convictions, an open arrest for any criminal offense (Felony or Misdemeanor), and family violence convictions.
General Purpose
Under general direction, oversee, direct and perform Customer Care Operations for the Service Desk team.
Typical Duties
Oversee and monitor quality assurance reviews for the Information Technology (IT) service desk. Involves: Act as an escalation point for customer service tickets. Contribute to improving customer support by actively responding to queries and handling complaints. Follow up with customers to identify areas of improvement. Monitor appropriate metrics to ensure the flow of activities and processes. Analyze compiled information and documented results of Customer Care operations. Develop, generate, and maintain daily, weekly, and monthly reports used to evaluate the service desk team’s productivity, business process measures, work requirements, and employee skill levels. Summarize data findings and make recommendations for training and coaching purposes. Compile and report support services issues to management. Provide feedback to management for process improvements related to assignments. Assist in the development and administration of Customer Care assessments. Assist in the implementation of IT support service processes, procedures, and training material.
Represent the IT department and provide technical support for software/hardware issues. Involves: Overseeing, monitoring, and troubleshooting end-user workstation hardware and networked peripheral hardware. Monitor and track the resolution of complex PC problems and corrective hardware solutions. Review and analyze statistical reports that monitor PC performance. Ensure hardware failures, repairs, installations, and removals are properly documented for accuracy. Assist in responding to inquiries regarding software and/or hardware problems. Collaborate with Support Services staff in resolving complex hardware or software issues. Establish best practices through the entire technical support process. Participate in IT-related projects.
Supervise assigned staff. Involves: Meet with staff on a regularly scheduled basis. Prioritize and coordinate sectional activities. Instruct, review, guide, and check work. Appraise employee performance. Provide training and development opportunities. Enforce personnel rules, regulations, and work and safety standards. Counsel, motivate, and maintain harmony. Interview applicants and recommend hires, terminations, transfers, disciplinary action, or other employee status changes.
General Information
For complete job specification, click here.
Note: This is an unclassified contract position
Please note: Applicants with foreign diplomas, transcripts and degrees must have all documents translated and evaluated by an agency of the National Association of Credential
Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.
A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.
To qualify for this position, the required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.
Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.
Determined by agreement
01
Please describe your level of education and experience.

• Bachelor’s Degree or higher in Computer Information Systems, Microcomputer Technology or related field, and a minimum of three (3) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment
• Associate’s Degree in Computer Information Systems, Microcomputer Technology or a related field, and a minimum of five (5) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment.
• None of these.

02
Do you have a valid USA driver's license? If so, what type of driver's license do you have?
Do you have a valid USA driver's license? If so, what type of driver's license do you have?

• Texas Class A - CDL or equivalent from another state.
• Texas Class B - CDL or equivalent from another state.
• Texas Class C or equivalent from another state.
• No, I do not have a valid driver's license.

03
Applicants with foreign diplomas, transcripts and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Have you had your diploma, transcripts, degree or other required documents translated and evaluated by an agency of NACES?

• Yes, it has been translated and certified and I can provide documentation upon a job offer.
• No, I have not had my degree translated and certified.
• N/A - my degree is from an accredited U.S. university or college.

04
Candidates will be evaluated based on the information provided on the application and the completeness of the responses to the Supplemental Questions. The following will disqualify you from moving forward in the recruitment process. -Failure to fully detail