IT Systems Support Specialist

Job Summary 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.

Essential Job Functions

• 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, if 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.
• Performs related duties as required.
• Responds regularly and promptly to work.

Minimum Qualifications

• 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.

Preferred

• 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.

Licenses, Certifications & Special Requirements

Required:

• Texas Class C driver’s license with a good driving record as measured by the City’s evaluation system.
• Ability and willingness to participate in a rotating on‑call schedule and respond to critical issues within established time frames.
• 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.