Technical Support Specialist

Under limited direction, the Technical Support Specialist provides technical assistance to the department's personnel and actively works with external service providers to ensure the highest possible level of a positive customer experience. Works closely with other technology personnel to troubleshoot hardware and software problems, install new hardware and software, and support AV systems in conference rooms. Utilizes knowledge of technology to ensure that organizational systems are up to date.

Also responsible for helping personnel learn how to use software programs and hardware.

• Actively collaborate with Engineering Department personnel and cross-functional teams to deliver the best possible customer experience.
• Configure, install, troubleshoot, and maintain IT systems, end-user devices, and peripherals for all users.
• Demonstrate strong knowledge of network printers, including configuration, maintenance, and troubleshooting of Xerox printers, plot printers, and other enterprise printing devices.
• Manage IT inventory, including tracking, auditing, asset tagging, and documentation of hardware and peripherals.
• Maintain a solid understanding of device lifecycle management, from procurement and deployment to maintenance, upgrades, and secure decommissioning.
• Responsible for the installation, configuration, management, and troubleshooting of network printing infrastructure, ensuring secure, reliable, and efficient printing services across the organization.
• Adhere to established quality standards and maintain a high level of professional behavior at all times.
• Serve as the first point of contact for end-users, providing technical support through inbound requests and proactive outbound assistance.
• Troubleshoot issues effectively or escalate as appropriate in a timely manner, ensuring clear and consistent communication throughout the support lifecycle until resolution.
• Ensure a high level of customer focus and collaborative problem-solving for incidents and service requests.
• Work independently, manage multiple priorities, and exercise sound judgment within established policies and guidelines.
• Provide engaging, well-organized, and informative evidential feedback and documentation when required.
• Consult with users to assess hardware and software requirements and assist with procurement and order placement.
• Perform additional duties and support tasks as assigned.

• Education: Bachelor’s Degree (4-Year College Degree).
• Experience: 5 years’ experience providing technical support in a medium to large organization.
• Licensure: Must possess a valid Texas Driver's License.
• The preferred candidate should possess a polite demeanor, exhibit a keen eye for detail, maintain excellent organizational skills, demonstrate efficiency, exhibit self-motivation, and excel in a collaborative team environment.

In accordance with Harris County’s Continuity of Operations Plan (COOP) Policy, this position is subject to emergency response and deployment protocols.

The employee may be designated as supporting a Mission Essential Function (MEF) and must:

• Participate in the classification process of departmental staff based on MEF responsibilities.
• Be available for temporary deployment to an alternative work location, role, or telework assignment during emergency events.
• Confirm work assignments with their supervisor prior to reporting to any worksite during such events.
• Remain flexible in assuming alternative duties as directed to support County operations continuity.

• Education: CompTIA A+ Certification

• Position Type, and Typical Hours of Work: Full-Time | Regular | 40 hours per week.
• Subject to early mornings, late evenings, weekends, and holidays at times, depending upon the project or workload.

• Salary: Commensurate experience, based on 26 pay periods.

• Work is primarily conducted in an indoor office environment with standard lighting, temperature control, air quality, and noise levels.
• Occasional outdoor work may be required based on client and project needs.
• Regular, extensive use of computers and video display terminals.
• Possible exposure to standard office and outdoor worksite materials, including fluids, compounds, or chemicals.

• Ability to sit for extended periods of time.
• Frequent standing and walking, with occasional climbing or descending stairs.
• Travel to indoor and outdoor off-site client locations as required.
• Occasional operation of a county-assigned vehicle with an automatic transmission.

• Medical, vision, and dental insurance.
• Flexible spending accounts.
• 457 deferred compensation plans.
• Transportation assistance (Metro Ride Sponsor Program).
• Disability and life insurance.
• Harris County is a Qualified Employer for the Public Service Loan Forgiveness Program (PSLF).