IT Systems Support Specialist

FLSA: Non-Exempt

Work Schedule: Monday-Friday: 8am-5pm, After Hours On-call Rotation

Hiring Pay Rate: $20.00-$22.00/hour (depending on qualifications)

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.
• Escalates 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.

Licenses, Certifications & Special Requirements

Required:

• 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.