Job Information
The City of Houston IT SPECIALIST – INFRASTRUCTURE (DESKTOP SUPPORT) in Houston, Texas
IT SPECIALIST – INFRASTRUCTURE (DESKTOP SUPPORT)
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IT SPECIALIST – INFRASTRUCTURE (DESKTOP SUPPORT)
Salary
$56,472.00 - $66,304.00 Annually
Location
611 Walker Street
Job Type
Full Time
Job Number
34481
Department
Houston Information Technology Services
Division
HITS - ENTERPRISE INFRASTRUCTURE SERVICES (EIS)
Opening Date
07/02/2024
Closing Date
7/31/2024 11:59 PM Central
Description
Benefits
Questions
POSITION OVERVIEW
Applications accepted from: ALL PERSONS INTERESTED
Job Classification: IT SPECIALIST – INFRASTRUCTURE (DESKTOP SUPPORT)
Posting Number: 34481
Department: HOUSTON INFORMATION TECHNOLOGY SERVICES
Division: ENTERPRISE INFRASTRUCTURE SERVICES (EIS)
Reporting Location: 611 WALKER, 9th FLOOR.
Workdays & Hours: MONDAY – FRIDAY 8:00 AM – 5:00 PM* *Subject to Change
DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS
GENERAL SUMMARY:
Onsite Technology Support provides in-person assistance to employee end users including:
Maintaining and troubleshooting a range of user problems including PC hardware/operating system/application software
Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems.
Acquiring, installing, and upgrading PC components and software and planning for/ responding to service outages and other problems.
Training users on use of new technology and software
Applies practical knowledge of job area typically obtained through advanced education and work experience. May require the following proficiency:
Works independently with general supervision.
Problems faced are difficult but typically not complex.
May influence others within the job area through explanation of facts, policies and practices.
RESPONSIBILITIES/DUTIES:
CUSTOMER SERVICE:
Provides onsite or remote access diagnoses and resolution to hardware and software problems by responding to service desk requests and planned work requests. Manages service requests with low complexity through resolution or escalation to another team member by performing work in a manner that minimizes disruption to existing business use; working with external suppliers for the ongoing support and maintenance of relevant hardware and software; participating in an on-call rotation with other infrastructure staff; and keeping users at all levels of the organization informed of progress or problem resolution. Assist with audio visual (AV) support during presentations, depositions, hearings, trials, and meetings. Ability to travel to multiple locations within the Houston area if needed.
MAINTENANCE:
Supports the end user computer environment for the Houston Information Technology Services (HITS) organization. Installs laptop or desktop hardware, Operating Systems (OS), applications, and other software through approval via a change control process and troubleshoots repairs/replaces hardware, OS, application, and software as required. Supports the workstations, laptops, phone resources, tablets, monitors, printers, projectors, wireless, audio visual (av) equipment, and communication interface environments along with configuring, troubleshooting, and repairs as necessary. Maintains equipment inventory and configuration of management database updates. Coordinates warranty support and repair of workstation/tablets/monitor/projector/printer hardware as necessary. Evaluates technical training and develops training aids. Handles special projects as assigned. Interfaces with end users to resolve any computing problems.
ADMINISTRATION:
Facilitates management of future problems by preparing clear and concise documentation; maintaining appropriate records of time spent, actions taken, and item status; assisting in designing and documenting infrastructure processes, procedures, and standards; maintaining and preparing system and software documentation; providing training or arranging for vendor training for system users. Ensures infrastructure and data is kept secure by keeping track of assets, developing operational, installation, configuration, and upgrade documentation for communication systems, hardware, network, security, storage, software, and other computer related systems.
TEAM EFFORT:
Contributes to team effort by accomplishing related results and performing related responsibilities as needed.
WORKING CONDITIONS
This position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort in a normal office environment. The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal. There may be sources of discomfort, i.e., outdoor installations, hot/cold temperature, and humid/wet conditions. Hands-on environment. May have on-call responsibilities and rotating shifts.
MINIMUM REQUIREMENTS
EDUCATION
Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.
Related professional experience may be substituted for the education requirement on a year-for-year basis.
EXPERIENCE
At least three (3) years of technology experience supporting IT infrastructure including networks, security, and hardware.
System-specific technical certifications may be considered for substitution for 1 year of experience.
LICENSE REQUIREMENTS
None
PREFERENCES
Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.
Preferences shall be given to those with the following skill sets:
Minimum 3 years of professional experience do you have in Hardware / OS / Application / Software / Troubleshooting and MACs (Moves Adds Change) PCs
Minimum intermediate level of knowledge installing and troubleshooting Windows 10 Microsoft Office Suite.
Strong familiarity with Zoom and Microsoft Teams
Excellent written and verbal communication, with strong customer service and interpersonal skills.
Strong analytical and problem-solving skills.
Must be knowledgeable in LAN/WAN environments.
Fluency with Windows usage and troubleshooting.
Familiarity with administering cloud platforms, such as eDiscovery tools.
Available for occasional after-hours requests and coordination.
Experience creating instructional video content.
GENERAL INFORMATION
SELECTION / SKILLS TESTS REQUIRED
Department may administer skills assessment test
SAFETY IMPACT POSITION NO
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.
PAY GRADE: 22
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call (832/393-0204).
If you need special services or accommodations, call (832/393-0204). (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE - Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.
Benefits include:
• Medical
• Dental
• Vision
• Wellness
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Flexible schedules
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
01
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?
Yes
No
02
Which best describes your education?
High School Diploma/GED
Associate degree
Bachelor's Degree
Master's Degree or Beyond
None of the Above
03
Which best describes your experience supporting IT infrastructure including networks, security, and hardware?
Less than 3 years of experience
3 years of experience
4 years of experience
5 years of experience
6 years of experience
7 years of experience
8 years of experience
9 years of experience
10 or more years of experience
I have no experience supporting IT infrastructure including networks, security, and hardware
04
How many years of professional experience do you have in Hardware / OS / Application / Software / Troubleshooting and MACs (Moves Adds Change)?
Less than 3 years of experience
3 years of experience
4 years of experience
5 years of experience
6 years of experience
7 years of experience
8 years of experience
9 years of experience
10 or more years of experience
I have no professional experience do you have in Hardware / OS / Application / Software / Troubleshooting and MACs (Moves Adds Change)
05
Give a brief explanation of your professional experience supporting Hardware / OS / Application / Software / Network Installation / Troubleshooting and MACs (Moves Adds Change).
06
How many years of professional experience do you have in provide onsite or remote access diagnoses and resolution to hardware and software problems by responding to service desk requests?
Less than 3 years of experience
3-5 years of experience
5-7 years of experience
7 or more years of experience
I have no experience
07
How many years of professional experience do you have in provides in-person assistance to employee end users including troubleshooting, acquiring, installing, and upgrading PC components responding to service outages and other problems?
Less than 3 years of experience
3-5 years of experience
5-7 years of experience
7 or more years of experience
I have no experience
08
Identify your level of knowledge installing and troubleshooting Windows 10 Microsoft Office Suite?
Beginner
Intermediate
Advanced
I have no experience with installing and troubleshooting Windows 10 Microsoft Office Suite.
09
Please indicate your level of familiarity with Microsoft Teams and Zoom?
Beginner
Intermediate
Advanced
I have no experience with Microsoft Teams and Zoom.
10
Are you willing to work an on-call schedule?
Yes
No
11
The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal. Are you able to meet the physical requirements of this position?
Yes
No
12
Please provide a list of all valid certifications you currently hold and their validity date(s). (A response indicating "see resume" may delay review of your application.)
Required Question