Technical Support Specialist
Harris County
Houston, TX
Description
Position Description
Position Overview:
Under limited direction the Customer Support Specialist provides technical assistance to the department's personnel and actively works with external service providers to ensure the highest, possible levels of a positive customer experience. Works closely with other technology personnel to troubleshoot hardware software problems, install new hardware and software, and support AV systems in conference rooms. Utilize knowledge of technology to ensure that organizational systems are up to date. Also responsible for helping personnel learn how to use software programs and hardware.
Job Duties:
- Actively collaborate with all Engineering Department personnel to provide the best possible customer experience.
- Configuring, installing, troubleshooting and maintenance for all users of the systems.
- Adhere to established quality standards.
- Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.
- Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end-users for technical support - both inbound and outbound proactive support.
- Work independently, handle multiple priorities, and demonstrate sound judgment within established policies and guidelines.
- Provide engaging, informative, well-organized evidential feedback where required.
- Consults with users to determine appropriate hardware and software needs and assists in placing orders.
Harris County is an Equal Opportunity Employer
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.
Requirements
Requirements:
Education:Minimum of associate degree from an Accredited College or University.
Experience:Two (2) years of experience providing technical support in a medium to large organization.
Knowledge, Skill & Abilities (KSAs):
- Excellent troubleshooting, problem-solving, written, and oral communication skills are required.
- Ability to deal tactfully and effectively with customers in a fast-paced environment and provide consistently great customer service.
- Organizational Skills related to creating structure, order, and prioritization.
- Ability to work independently and demonstrate sound judgment within established policies and guidelines is required.
- Basic Networking principles – knowledge on group policy update, adding and sharing.
- Wireless network connectivity and troubleshooting
- Previous experience supporting Desktop computers, laptops, mobile devices and accessories.
- Experience in providing technical support for conference projectors, AV systems, and troubleshooting TV connections.
- Previous experience supporting Microsoft Suite of Products include Windows and Office 365 platform.
- Knowledge of Active Directory.
- Lifecycle Management – Provisioning new accounts, imaging computers, deprovisioning accounts and computers.
NOTE: Qualifying education, experience, knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
Preferences
Education:
- Bachelor’s degree related to Technology.
- Comp TIA A+ Certificate.
Experience:5 years’ experience providing technical support in a medium to large organization.
Knowledge, Skill & Abilities (KSAs):
General Information
General Information:
Position Type, and Typical Hours of Work:
Full-Time | Regular | 40 hours per week.
Subject to early mornings, late evenings, weekends, and holidays at times, depending upon the project or workload.
Salary:
Commensurate with experience, based on 26 pay periods.
Physical Demands and Environmental Exposure:
Most assignments will be performed in an office, meeting, or operations command center environment, but some field work may be required. May be required to work extended work hours during activation of disaster recovery operations for an unspecified length of time (varies based on the extent of the event).
This position requires bending, stooping, and lifting to 25 lbs., frequent walking, standing, sitting, reaching, and ascending/descending stairs.
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
FEATURED BENEFITS:
Medical, vision, and dental insurance.
Wellness.
Professional development opportunity.
Flexible spending account.
457 deferred compensation plans.
Retirement pension (TCDRS).
Transportation assistance (Metro Ride Sponsor Program).
Disability and life insurance.
Harris County is a Qualified Employer for the Public Service Loan Forgiveness Program (PSLF).
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
HARRIS COUNTY EMPLOYEE BENEFITS
Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.
The following benefits are offered only to Harris County employees in regular (full-time) positions:
Health & Wellness Benefits
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Wellness Plan
- Life Insurance
- Long-Term Disability (LTD) Insurance
- Employee Assistance Program (EAP)
- Healthcare Flexible Spending Account
- Dependent Care Flexible Spending Account
Paid Time Off (PTO)
- Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
- Eleven (11) County-observed holidays
- One (1) floating holiday per year
- Paid Parental Leave
- Sick Leave
Retirement Savings Benefit
- 457 Deferred Compensation Plan
The following benefits are available to Harris County employees in full-time and select part-time positions:
- Professional learning & development opportunities
- Retirement pension (TCDRS defined benefit plan)
- Flexible work schedule*
- METRO RideSponsor Program*
- Participation may vary by department.
In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County Benefits & Wellness website:
www.benefitsathctx.com