Technical Support/Help Desk Specialist

City of Maypearl; Cedar Park, Northern (TX, KY); Hybrid; USD 42,000 - 65,000; Full time

Job summary

City of Cedar Park IT welcomes a capable Helpdesk Technician to join the desktop support team. You will provide computer helpdesk support, handle installations, upgrades and end-user assistance, and log issues in the ticketing system with escalation as needed.

The role covers PC hardware/software, network connectivity, VoIP administration, and on-site maintenance, with after-hours on-call rotation. A High School diploma or GED is required, with strong communication and problem-solving skills in

Qualifications

• Provides computer helpdesk support including installations and upgrades.
• Utilizes ticketing system to track issues and escalate to Infrastructure Manager when needed.
• Maintains desktop hardware and software, and manages data/voice administration.

Responsibilities

• Provide helpdesk support for end users via telephone and in person.
• Maintain and troubleshoot PC hardware, software, and peripherals.
• Assist with VoIP systems and network connectivity tasks.
• Log and track incidents and service requests in the ticketing system.

Skills

Helpdesk support

End-user support

Windows 11

Network troubleshooting

Education

High School Diploma or GED

Tools

Windows 11

Virtual Machines

Job description

Job Description

Essential Functions

• Provides computer helpdesk technical support to include installations, upgrades and end-user support;
• Utilizes IT helpdesk ticketing system to provide high-quality customer service, resolving cases via telephone support or in person, with escalation and follow-up of complex problems to Infrastructure Manager to ensure timely problem resolution;
• Provides PC hardware/software and peripherals support along with data and voice administration;
• Provides network connectivity (ping testing, etc.), print sharing, remote access, file sharing, User and Computer account administration support;
• Maintains laptops, including configuration, preventive maintenance, repairs and upgrades;
• Evaluates new and existing technologies with vendors, to make recommendations to the Infrastructure Manager and IS staff concerning possible solutions;
• Makes recommendations for the replacement or upgrade of equipment or software;
• Provides training services, in person or via telephone, to allow for highly trained and informed City staff;
• Performs technology equipment and software maintenance in a competent and timely manner;
• Assists in maintaining accurate and current inventory of computer hardware and software associated with desktop computing networks;
• Assists in maintaining city access control system;
• Assists with administration of VoIP phone systems;
• Performs work administration on problem tickets in support queues and projects as assigned by management;
• Participates in after-hours on-call support rotation schedule;
• Maintains the Police Department's Public Safety Communications System, computer aided dispatch and records management applications, Digital In-Car Video System and Telecommunications functions for the city public safety departments.
• Provides helpdesk support for public safety software, workstations, electronic ticket writers, and mobile data terminals.
• Performs such other related duties as may be assigned.

Knowledge, Skills & Abilities

Knowledge of: Windows 11; PC hardware/software and peripherals, data and telecommunication implementation and troubleshooting; operating system client installs, workstation imaging, Client/Server networking, print sharing, remote access, file sharing; TCP/IP, DHCP and DNS services; various applications, including Microsoft Office, , remote access, Anti-Virus, Physical Security Systems , Virtual Machines, NetMotion, communications software, PC configuration, Printer Configuration, Voice over IP (VoIP) administration fundamentals, and first line support for client/server applications.

Skill/Ability to: Interpret and solve complex operating system and software problems; repair desktop computers; communicate well with co-workers; evaluate maintenance needs and provide repair services; demonstrate proficiency in both oral and written communication; read and interpret technical manuals and instructions related to information and computer technology; operate personal computers including all associated hardware, software, calculator, telephone and fax equipment; operate and repair highly technical computer applications, such as GIS or CAD; operate and repair small/light equipment, such as power tools; operate and repair medium equipment and machinery; repair, develop, or install telecommunications systems; repair, develop, or install computer hardware or network systems; repair, develop, or install complex software or management information systems; establish and maintain effective working relationships with supervisors, department heads, vendors and other City personnel, and vendors.

Minimum Education & Work Experience

• High School Diploma or GED.

Certifications & Licensure

• Valid Texas driver's license.

Work Conditions

Physical Demands

• Remaining in a stationary position for extended periods while resolving issues at a desk or tech-bench.
• Moving about facilities frequently to deploy hardware and configure equipment in remote offices.
• Bending, stooping, crouching, crawling under desks, or reaching to route cabling and install infrastructure.
• Handling, fingering, and manipulating small computer parts, specialized tools, and precision networking components.
• Lifting, pushing, pulling, and carrying equipment weighing up to 50 lbs.
• Expressing and exchanging ideas through speech and hearing to troubleshoot issues with users and team members.
• Utilizing close vision and focus adjustment to work with intricate wiring, color-coded cables, and screen interfaces.
  

Environmental Demands

• Operating in standard office conditions with moderate noise levels from computer systems and server fans.
• Working independently during late-night hours or scheduled maintenance windows.
• Navigating potential exposure to electrical hazards when handling servers, power supplies, and network wiring.
• Managing regular exposure to display terminals that may cause eye strain.
• Experiencing physical fatigue, including back and neck strain from prolonged periods of tech-bench work.
• Requesting reasonable accommodations if needed to perform safely in this environment with a disability.

***The shift for this position is from 1pm - 9pm.***

General Information

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.

Duties and responsibilities may be modified, added, or reassigned as organizational needs evolve. The City reserves the right to revise this job description at any time.

The City of Cedar Park provides reasonable accommodations in accordance with applicable laws to enable qualified individuals to perform the essential functions of the position.

This document does not constitute an employment contract and should not be interpreted as creating contractual terms.