Onsite Support Specialist I

Under general supervision, is responsible for delivering a range of specialized IT software and hardware support services to internal end-users. Services include hardware, peripheral equipment, off-the-shelf software application configuration and implementation, and the configuring of standardized computing devices. Exercises no supervision.

City Tower - 100 W. Houston Street San Antonio, TX 78205

7:45 a.m.

- 4:30 p.m., Monday - Friday

• Participates in the deployment of new or upgraded images, software, and hardware for multiple clients in within a single system.
• Configures and installs desktop PCs, laptops, and peripheral equipment.
• Repairs hardware, software, and peripheral equipment, following design or installation specifications for desktop PCs, laptops, and peripheral equipment.
• Drives to successful first-contact resolution or creates temporary solutions until permanent solutions can be implemented.
• Collaborates with vendor representatives to resolve application, hardware, and software problems within a single system.
• Provides technical knowledge and assistance to ensure that all resources are available for meetings to include video conferencing.
• Responds to technical requests and interacts with end-users to provide and process information in a timely manner.
• Asks pertinent questions to understand issues/problems and to identify symptoms/root causes to ensure it is corrected and accurately captured.
• Communicates with others involved in resolving end-users' issues.
• Follows documented processes, procedures, checklists, and knowledge base articles.
• Provides on-the-spot set-up and instructions to end-users when necessary.
• Performs related duties and fulfills responsibilities as required.

• Associate Degree from an accredited college or university.
• One (1) year of related work experience, education, or training.
• Valid Class "C" Texas Driver's License.
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position:
  Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

• Experience in Audio Visual.
• Valid Class "C" Texas Driver's License.

• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• If selected for this position, official transcripts, diplomas, certifications, and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.

• Knowledge of fundamental technology concepts, practices, and procedures.
• Knowledge of simple to moderately complex hardware and software products.
• Knowledge of Windows and Macintosh Operating Systems and linking various mobile devices, printers, and computers to network systems.
• Knowledge of VoIP technology and troubleshooting.
• Knowledge of Industry Wiring and Cabling standards.
• Skill in customer service and interpersonal professional communications.
• Skills in proper use of network command-line tools.
• Ability to respond quickly and effectively to uncertainty and constant changes in technology.
• Ability to learn quickly and troubleshoot situations.
• Ability to effectively interact with end-users.
• Ability to perform all the essential functions of the position, with or without accommodations.
• Ability to work primarily in a mobile environment, driving to different locations throughout the city.