Support Services Specialist

Continuous

Responsible for providing accurate and timely computer support to all members of the City of Denton Computer Network

Essential Job Functions:

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  Receives incoming Call Center calls for service, evaluates, re-directs, and/or delivers first and second level support as necessary
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  Documents incoming Call Center calls for service and applies their resolution to the support knowledge base
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  To the extent practical, addresses and resolves calls for service on the first contact, via remote control if necessary
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  Maintains a working knowledge of Microsoft Office Applications including Outlook and other specialty applications, as necessary or assigned
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  Participates in the development and application of Call Center procedures and documentation
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  Demonstrates a familiarity in the use of all tablet, laptop, desktop, mobile data computer (MDC), and hand-held devices, as well as printers, scanners, and projectors; and be able to provide support and limited repair
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  Maintains and compiles daily and monthly production statistics, and produces weekly and monthly reports for the Support Services Manager
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  Maintains confidentiality on a need-to-know basis and removes sensitive information following standard procedures, if required
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  Assists with training activities as necessary
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  Assists users by installing PC-based applications requiring a high level of expertise
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  Provides advice, guidance, and training to users regarding computers and desktop applications
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  Maintains state-of-the-art knowledge of the information systems employed to provide quality, personal, and professional services to users
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  Assists in the development, testing, storage, retrieval and installation of desktop computer images that address the specific need of the user department
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  Establish new user network accounts and performs maintenance on existing accounts
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  In conjunction with user departments, analyzes, prepares, and submits recommendations for acquisitions and use of specialized computer hardware and software
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  When necessary, coordinates problem-solving efforts between users, vendors, and other Technology Services employees. At the request of user departments, may perform research on peripheral equipment and make recommendations
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  Maintains contact with user department personnel to assure system and desktop needs are met
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  Troubleshoots PC problems including connectivity and server access
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  Assists the Cyber Security Incident Response Plan (CSIRP) Team in meeting incident requirements
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  Provides information pertaining to the health and status of systems
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  Maintains appropriate record keeping in compliance with any applicable policies, laws, or other governing documents
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  Support and troubleshoot Virtual Private Network (VPN) connections

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  Maintains regular and punctual on-site attendance

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  Performs other duties as assigned

Minimum Qualifications:

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  High School diploma or GED

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  Five to eight (5-8) years’ experience involving technology services related support and PC experience

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  Excellent communication skills and the ability to effectively work with people in all levels of the organization
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  Ability to consistently demonstrate tact, courtesy, reliability and maturity while carrying out assigned duties
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  Ability to handle multiple projects and requests for assistance in an organized manner with little or no direct supervision
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  Ability to understand and carry out complex oral and written instructions
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  Ability to work in a “team” environment
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  Excellent organizational skills
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  Ability to maintain regular and punctual attendance

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  Bilingual - Spanish and English
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  Degree in Computer Science or Network Administration
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  MCSE and A+ certifications
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  Extensive Call Center and User Support
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  Computer Training Administration
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  Proficient with Microsoft Office
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  Proficient with Windows
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  Proficient in the administration of Outlook
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  Proficient in the Administration of an Microsoft Network
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  Proficient in the employment of remote desktop support
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  Proficient in support and troubleshooting Virtual Private Networks (VPN)

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  Must have and maintain a valid Class “C” Driver’s License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class “C” driver’s license and state required minimum automobile liability insurance within 90 days of hire per state law)
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  Must pass a drug test, driver’s license check, criminal history background check, and social security number verification check
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  Must be able to work overtime when requested
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  Must meet the Civilian Hiring Standards of the Denton Police Department

Physical Requirements:

Overall Strength Demands: The following describes the overall strength demand of the functions performed by the incumbent during a typical workday.·



Sedentary – lifting no more than 10 pounds·

Light – lifting no more than 20 pounds; carry up to 10 pounds·

Medium – lifting no more than 50 pounds, carry up to 25 pounds·

Heavy – lifting no more than 100 pounds, carry up to 50 pounds·

Very Heavy – lifting more than 100 pounds, carry more than 50 pounds



Physical Demand Codes: The following describes if the incumbent is expected to exert the following physical demands during a typical workday and the overall frequency.



Codes for "how often":

Y = Yes

N = No



E = extensive (100-70%)

M = moderate (60-30%)

I = infrequent (20-10%)

A = almost never (<10%)



Task: Code:

1.

Standing: M2.

Sitting: E3.

Walking: M4.

Lifting: M5.

Carrying: M6.

Pushing/Pulling: I7.

Overhead Work: A8.

Fine Dexterity: E9.

Kneeling: A10.

Crouching: A11.

Crawling: A12.

Bending: M13.

Twisting: A14.

Climbing: A15.

Balancing: I16.

Vision: E17.

Hearing: E18.

Talking: E19.

Video Display: E20.

Other:



Machines, Tools, Equipment and Work Aids:

The essential functions of this position require the use of computer equipment, cable tester, laser printer, scanner, hand-held devices, telephone, and calculator.



Environmental Factors:

The essential functions of this position are performed in an office environment and in vehicles equipped with personal computer devices.



This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice. ADA/EOE/ADEA

The City of Denton maintains competitive benefit options.