IT Systems Support Specialist

Work Schedule

Monday-Friday: 8:00 AM – 5:00 PM

After Hours On-call Rotation

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Opening Date: 06/03/2026

Closing Date:
Not specified

The IT Systems Support Specialist III serves as the primary point of contact for City of Bryan employees and end users, delivering exceptional front‑line technical support for desktops, laptops, mobile devices, printers, and all related peripherals. This role focuses on troubleshooting hardware and software issues, supporting network file and print services, and resolving a wide range of IT application problems to keep city operations running smoothly.

• Deliver prompt, courteous, expedient, and professional end‑user support by monitoring and responding to IT support requests submitted via email, phone, or in‑person.
• Diagnose, troubleshoot, and resolve hardware, software, and network‑related issues.
• Escalate complex problems to the appropriate team when needed.
• Accurately classify, track, monitor, and document support cases to ensure timely resolutions and maintain clear records of all actions taken.
• Install, upgrade, move, repair, and perform preventive maintenance on workstations, laptops, and peripheral devices.
• Research, recommend, and implement solutions for hardware errors, software problems, and recurring technical issues.
• Deploy approved and licensed client software applications, including configuration, testing, and rollout of Microsoft operating systems and Microsoft 365/Office productivity tools.
• Maintain accurate IT asset inventory and strictly adhere to established standards for desktop and laptop hardware and software configurations.
• Stay current with industry trends, best practices, and emerging technologies through continuous learning, online training, and professional development.
• Collaborate effectively with colleagues and demonstrate regular, reliable attendance and responsiveness to work demands.
• Participate in a rotating 24/7 on‑call support schedule to provide timely assistance for critical systems.
• Perform related duties as required.
• Respond promptly to work.

• High School Diploma or GED.
• At least three (3) years of professional hands‑on experience involving computer maintenance, customer technical support, and LAN / WAN environments.
• Exceptional customer service and communication skills.
• Experience in a network environment utilizing, installing, troubleshooting, and updating the following systems and software:
  Windows Server 2022 or newer, Microsoft Exchange Server Subscription Edition (or equivalent Microsoft 365 environments including Exchange Online), Windows 11, and Microsoft 365 Apps in a networked setting.

• Associate’s degree or higher in Computer Science, Information Technology or a closely related field.
• Background in PC support or a call center environment.
• Industry certifications such as CompTIA A+ or Microsoft.

• Computer hardware, software, networking principles, and data processing techniques.
• Current IT operating procedures, troubleshooting methodologies, and industry best practices.

• Provide exceptional customer service by taking full end‑to‑end ownership of support requests, proactively following technical issues from initial contact through to complete resolution, and ensuring high levels of end‑user satisfaction.
• Troubleshoot hardware and software issues efficiently, both independently and as part of a team.
• Learn new technologies and departmental processes quickly, adapt to changing priorities, and work effectively in a fast‑paced environment with frequent interruptions.
• Manage workload, set priorities, and consistently meet deadlines while maintaining high standards.
• Maintain absolute confidentiality of sensitive information, data, and materials.
• Anticipate problems, exercise sound judgment, and demonstrate initiative, ethical conduct, and creative problem‑solving.
• Build and maintain positive working relationships with colleagues, city staff, and external partners.
• Comply with all City and departmental policies, procedures, and safety practices.
• Demonstrate satisfactory performance and the initiative to…