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Desktop Services Specialist I

Company: City of Missouri City
Location: Missouri City
Posted on: May 3, 2021

Job Description:

Definition Benefits Supplemental Questions

This is an entry-mid level technical position with the Innovation and Technology Department. An individual in this position will provide high level technical support for departments in the City. He or she maintains desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions.

Examples of Work:

Provide high level technical assistance and support for incoming issues related to computer systems, software, and hardware to the end user's satisfaction

Monitor and respond quickly and effectively to requests received through the IT helpdesk or over the phone

Communication with customers: inquiring to understand the issue, keeping them informed of incident progress, notifying them of impending changes

Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

Modify configurations, utilities, software default settings for the local workstation

Utilize and maintain the helpdesk inventory software

Document internal procedures and create training manuals

Assist with on boarding of new users and conduct orientation

Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

Install, test and configure new workstations, peripheral equipment and software

Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Maintain inventory of all equipment, software and software licenses through inventory system

Manage PC setup and deployment for new employees using standard hardware, images and software

Assign users and computers to proper groups in Active Directory

Perform timely workstation hardware and software upgrades as required

Improve customer service, perception, and satisfaction

Perform other related duties as assigned.

Education, Experience, or Certification: An Associate's Degree in Information Systems, Computer Science or related field and 5 years of helpdesk experience or 3 years or desktop support in a business environment are required. Advanced understanding of operating systems, business applications, printing systems, and network systems. Understanding of support tools, techniques, and how technology is used to provide IT services.

Supplemental Information: The department of Human Resources & Organizational Development of the City may consider any equivalent combination of education, training or experience to fill any vacancy.

Keywords: City of Missouri City, Missouri City , Desktop Services Specialist I, Other , Missouri City, Texas

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