Technical Support​/Help Desk Specialist

• Provides computer helpdesk technical support to include installations, upgrades and end-user support;
• Utilizes IT helpdesk ticketing system to provide high-quality customer service, resolving cases via telephone support or in person, with escalation and follow-up of complex problems to Infrastructure Manager to ensure timely problem resolution;
• Provides PC hardware/software and peripherals support along with data and voice administration;
• Provides network connectivity (ping testing, etc.), print sharing, remote access, file sharing, User and Computer account administration support;
• Maintains laptops, including configuration, preventive maintenance, repairs and upgrades;
• Evaluates new and existing technologies with vendors, to make recommendations to the Infrastructure Manager and IS staff concerning possible solutions;
• Makes recommendations for the replacement or upgrade of equipment or software;
• Provides training services, in person or via telephone, to allow for highly trained and informed City staff;
• Performs technology equipment and software maintenance in a competent and timely manner;
• Assists in maintaining accurate and current inventory of computer hardware and software associated with desktop computing networks;
• Assists in maintaining city access control system;
• Assists with administration of VoIP phone systems;
• Performs work administration on problem tickets in support queues and projects as assigned by management;
• Participates in after-hours on-call support rotation schedule;
• Maintains the Police Department's Public Safety Communications System, computer aided dispatch and records management applications, Digital In-Car Video System and Telecommunications functions for the city public safety departments.
• Provides helpdesk support for public safety software, workstations, electronic ticket writers, and mobile data terminals.
• Performs such other related duties as may be assigned.

Knowledge of: Windows 11; PC hardware/software and peripherals, data and telecommunication implementation and troubleshooting; operating system client installs, workstation imaging, Client/Server networking, print sharing, remote access, file sharing; TCP/IP, DHCP and DNS services; various applications, including Microsoft Office, , remote access, Anti-Virus, Physical Security Systems , Virtual Machines, Net Motion, communications software, PC configuration, Printer Configuration, Voice over IP (VoIP) administration fundamentals, and first line support for client/server applications.

Skill/Ability to: Interpret and solve complex operating system and software problems; repair desktop computers; communicate well with co-workers; evaluate maintenance needs and provide repair services; demonstrate proficiency in both oral and written communication; read and interpret technical manuals and instructions related to information and computer technology; operate personal computers including all associated hardware, software, calculator, telephone and fax equipment; operate and repair highly technical computer applications, such as GIS or CAD;

operate and repair small/light equipment, such as power tools; operate and repair medium equipment and machinery; repair, develop, or install telecommunications systems; repair, develop, or install computer hardware or network systems; repair, develop, or install complex software or management information systems; establish and maintain effective working relationships with supervisors, department heads, vendors and other City personnel, and vendors.

• High School Diploma or GED.

• Valid Texas driver's license.

• Remaining in a stationary position for extended periods while resolving issues at a desk or tech-bench.
• Moving about facilities frequently to deploy hardware and configure equipment in remote offices.
• Bending, stooping, crouching, crawling under desks, or reaching to route cabling and install infrastructure.
• Handling, fingering, and manipulating small computer parts, specialized tools, and precision networking components.
• Lifting, pushing, pulling, and carrying equipment weighing up to 50 lbs.
• Expressing and exchanging ideas through speech and hearing to troubleshoot issues with users and team members.
• Utilizing close vision and focus adjustment to work with intricate wiring, color-coded cables, and screen interfaces.

• Operating in standard office…