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Job Description
Job Summary
The System Support Specialist provides front-line support to the City of Bryan employees/end users for desktops, laptops, and all peripheral technology devices and performs work involving troubleshooting and assistance in the following areas: PC hardware and software, network file and print services, and numerous other IT-related applications.
Essential Job Functions- Provides end-user support by monitoring and responding to IT Support tickets received by email, phone, and in-person regarding computers, phones, mobile devices, printers, and other peripherals.
- Provides courteous and expedient end-user support when resolving issues. Escalates complex issues to the appropriate support teams as needed.
- Interprets. classifies, tracks, and monitors support cases to ensure timely resolutions.
- Properly documents all steps taken to resolve service requests.
- Installs, upgrades, moves, troubleshoots, repairs, and performs preventive maintenance on workstations and peripherals.
- Researches resolutions to hardware errors or failures and software issues.
- Installs approved and licensed client software applications.
- Adheres to asset management policies and tracks computer equipment.
- Adheres to established standards for desktop and laptop software and hardware utilization and configuration.
- Researches, resolves, documents, and communicates system hardware, processes, and procedural issues.
- Maintains current knowledge and level of expertise to ensure effective problem-solving capabilities.
- Responsible for configuring, testing, and managing the installation and rollout of Microsoft Operating Systems and Office products.
- Remains current on industry standards and principles through regular review and study of technical material via online classes and training site subscriptions.
- Provides 24 × 7 on-call support on a rotating schedule.
- Performs related duties as required.
- Responds regularly and promptly to work.
Required:- High School Diploma or GED .
- At least one (1) year of work experience involving computer maintenance and support.
- Experience in personal computer maintenance and support and LAN / WAN support.
- Experience in a network environment utilizing, installing, troubleshooting, and updating the following systems and software: Windows Server 2016 and newer, Microsoft Exchange Server 2016 and newer, Windows 8/10/11, and Microsoft Office 2016 and newer.
Preferred:- Associate’s degree or higher, with major coursework in computer science or a similar field of study.
- Background in PC support or a call center environment.
Licenses, Certifications & Special Requirements
Required:- Texas Class C driver’s license with a good driving record as measured by the City’s evaluation system.
- On-call technical support on a rotating basis for all systems; must be able to respond and escalate within posted time constraints.
- Must be able to access Texas Criminal Justice Information Services ( CJIS ) System data. As a result, the person selected for the position cannot possess a felony or Class A misdemeanor conviction; or a Class B misdemeanor conviction within the past 10 years.
Preferred:- Additional certifications such as CompTIA A+, Microsoft, and/or Cisco.
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ABOUT THE COMPANY
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City of Bryan
Show moreFounded in 1871 and home to almost 90,000 residents, Bryan has grown from a dusty railway depot to a thriving, diverse community with competitive schools, fast-paced technology, sprawling parks, and a flourishing art and music scene. Consisting of a seven-member city council, the City of Bryan is committed to providing financially efficient municipal services to improve the quality of life and develop a community where all citizens are proud to live. Living or working in Bryan is truly the good life, Texas style!
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