Desktop Support Specialist

Performs desktop support work assisting users with Tier 1 and Tier 2 computer hardware and software support. Responsible for identifying, diagnosing, repairing, configuring, and installing PC hardware and desktop software. Works under moderate supervision with minimal latitude for the use of decision making and independent judgement.

• Provides city-wide desktop computer support to include installations, upgrades, inventory, and end‑user support.
• Utilizes IT helpdesk work order system to provide high quality customer service, resolving cases via telephone support, remote services, or in person, with escalation and follow‑up of complex problems to the appropriate individual or group.
• Provides PC hardware support.
• Performs troubleshooting of personal computer software issues.
• Performs troubleshooting of printers and peripherals.
• Resolves network connectivity issues on PCs.
• Maintains all City personal computers, including configuration, preventive maintenance, repairs, and upgrades.
• Maintains all computer images for deployments.
• Provides support for mobile technology, including smart phones, tablets, and IoT devices.
• Evaluates new and existing technologies and makes recommendations to supervisor.
• Provides guidance and knowledge transfer to end users in person and via remote methods, to empower city staff.
• Performs technology equipment and software maintenance in a competent and timely manner.
• Assists in maintaining accurate and current inventory of all City computer hardware and software.
• Assists in maintaining city access control and surveillance systems as requested.
• Assists with administration of city‑wide VoIP phone systems as requested.
• Performs work administration on problem tickets in support queues and projects assigned by management.
• Assists users with logging on to computers, including resolving password and multifactor authentication issues and escalates issues outside of assigned responsibility to appropriate personnel.
• Attends City Council meetings, Planning and Zoning Commission meetings, and other special events after hours to provide technology support.
• Assists with maintenance of technology in the city’s Emergency Operations Center, including recall to duty to assist with technology issues during an EOC activation.
• Must carry a mobile device capable of receiving calls, text messages, and e‑mails.
• Works outside of normal office hours and responds to after‑hour critical support calls.
• Performs such other related duties as may be assigned.

Required

Education and Experience:

Associate degree from an accredited college or university in computer science, information technology, or related field AND a minimum of two years of related information technology experience OR high school diploma or its equivalent AND four years of information technology related experience.

Required Certificate and Licenses:
Valid driver’s license from Texas or any other US state. Must have the ability to meet CJIS requirements for unescorted access to CJIS secure areas throughout employment, including no Class B misdemeanor or higher convictions or deferred adjudications. An FBI fingerprint background check verifying eligibility for access to CJIS secured areas will be required.

• One year of documented experience providing desktop support for a local, state or federal government entity.
• Six months’ documented experience providing desktop support for a police and/or fire department as a government employee.
• Current Criminal Justice Information Services (CJIS) certification.
• Knowledge of Microsoft Copilot and artificial intelligence.
• Knowledge of Microsoft SharePoint.

Knowledge of computer operation; the function and applicability of current software products; technical operation of computer hardware and communication equipment; and general computer maintenance procedures and repair techniques.

Strong working knowledge of Windows 11; PC hardware/software and peripherals, data and telecommunication implementation and troubleshooting skills are required;
Operating System client installs, workstation imaging, Client/Server networking, print sharing,…