Information Technology II

Job Summary

The Information Technology II role is to assist in the configuration, deployment, and maintenance and support of computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. The position includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The individual will also troubleshoot problem areas in person, by telephone, or via work order and provide end‑user assistance as required.

• Support development and implementation of new computer projects, software/managed services, and new hardware installations.
• Assist in developing long‑term strategies and capacity planning for meeting future hardware and organizational needs.

• Maintain an accurate inventory of all technology assets and ensure all onboarding and off‑boarding equipment is documented.
• Ensure repair tools, parts, and components are available for the timely resolution of service tickets.

• Perform on‑site analysis, diagnosis, and resolution of complex desktop problems for end users.
• Recommend and implement corrective solutions, including off‑site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end‑user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
• Administer and resolve issues with associated end‑user workstation network software products.
• Receive and respond to incoming calls, pages, and work orders regarding desktop problems.

• Process incoming repair tickets and prioritize them based on urgency and MOUs.
• Acknowledge ticket assignments, diagnose hardware & software issues, and follow SOPs to troubleshoot and resolve issues.
• Update ticket statuses, resolutions, and repair timelines in the ticket management system.

• Set up PCs, re‑image, install applications, and perform software break/fix for PCs.
• Troubleshoot and repair hardware & software issues for laptops and PCs, including screen repairs, hard drive replacements, motherboard repairs, power issues, and other component failures.
• Provide quick turnaround on repair requests to minimize client downtime.
• Provide conference room and audio‑visual assistance, ensuring seamless operation for meetings and presentations.

• Provide clear, professional communication regarding ticket status, expected repair timelines, and troubleshooting instructions to customers.
• Follow up with clients to ensure satisfaction with repairs and that all issues are resolved.

• Document repair activities and solutions within the ticketing system, ensuring all information is accurate and up to date.
• Escalate complex issues to senior technicians when necessary while maintaining ownership of the initial ticket.

• Meet repair time frames as defined by MOUs to ensure customer satisfaction and minimal device downtime.
• Manage and resolve multiple tickets simultaneously while maintaining quality standards.
• Meet the requirements of any MOUs between Harris County Commissioner Precinct One and any Harris County Department as needed.

• Bachelor’s Degree in a technology or related field or at least five (5) years of experience may substitute for the degree.

• Five (5) years of increasing responsibility experience in Information Technology or related field.
• Experience and knowledge of asset management, databases, and information systems.
• Experience with IT service delivery (ticketing) systems.

• Familiar with conferencing systems.
• Knowledge of PC and desktop hardware, including setup, re‑image, application installation, and software break/fix for PCs.
• Knowledge of PC internal components.
• Familiar…