Applications and Network Support Specialist
Harris County Department of Education
Houston, TX 77022
$55,680 - $66,278 a year
Description
Primary Purpose:
The Service Desk Analyst III role is to provide advanced level computer systems technical software and hardware support, advanced level AV hardware and software knowledge, provide an escalation path for all Service Desk staff, evaluate and recommend software programs for use in the Service Desk. Research and Evaluate new technologies for use in an educational environment. Provide backup support for the Operations and Applications Teams with various basic network and system administration. Serve as a liaison between the Service Desk and staff within Information Technology regarding support escalation and problem resolution.
Qualifications:
Education/Certification:
- Bachelor’s degree from an accredited university preferred or equivalent work experience
- HDI Certification preferred
- Microsoft Certifications preferred
- IT Project Management Training preferred
- Azure Training preferred or equivalent work experience
Special Knowledge/Skills:
- Strong organizational, communication and interpersonal skills
- Exceptional phone and communication skills (be courteous and understanding)
- Exceptional analytical and problem-solving abilities
- Excellent written, oral, interpersonal, and presentational skills
- Excellent time management skills
- Ability to quickly learn new software in a non-code environment
- Knowledge of basic SQL (prefer DB backup, restore, and more intermediate SQL skills
- Strong IT Project Management Skills
- Understanding of Network Management
- Understanding of Systems Management practices
Experience:
- Understanding of Network Management and monitoring
- Three plus years of experience within a Lan/Wan administration environmentUnderstanding of Systems Management including SQL reporting
- Three plus years of experience in working with enterprise-wide hardware and software
- Three plus years of experience supporting Microsoft products including network administration
- Experience managing and implementing IT projects
Major Responsibilities and Duties:
- Interface with third-party vendors and organization end users
- Perform business process analysis and coordinate projects including, but not limited to, third-party system upgrades, installs, and rollouts of major operating system revisions
- Interface with the Process Improvement Coordinator and assist in the implementation of processes
- Provide guidance and level 3 escalation to other ServiceDesk team members
- Serve as point person for systems and software used in the organization
- Perform other duties as assigned.