Desktop Support Specialist I

Company: McLennan County, Texas
Location: Waco
Posted on: January 16, 2022

Job Description:

Position Summary
If you have an interest in serving the community while utilizing your technology experience, apply today. McLennan County Information Technology supports close to 1100 employees across our downtown campus and several remote sites. We strive to continually improve the standards and quality of service provided by our team. We are dedicated to protecting the integrity of the data and systems entrusted to our care by providing a secure network environment. We invest in providing cyber security awareness training to county employees, including incident response training for IT staff. We have reduced the physical footprint of our data center by implementing a high-availability virtual infrastructure and migrating the bulk of our physical servers. It is our desire to continue our movement towards the latest technology solutions. We are committed to assisting Elected Officials and Department Heads in planning, coordinating, and implementing their technology projects. We work closely with our government bodies and vendors for reporting, data interfaces, business solutions and communications.
The desktop support specialist is responsible for the day to day support of a broad range of IT services for the County's PCs, monitors, laptops and other network connected or related hardware for onsite and remote locations throughout the county. This position provides customer-focused desktop support to a user base of technical and non-technical County employees with occasional support on an as needed basis to higher level support tasks or partnering with Tier II and Tier III positions.
Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through the ticket system. Documents, tracks and monitors the problem to ensure a timely resolution.

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• Testing and maintaining Microsoft OS updates across desktop devices
  
• High support call volume for a wide variety of software and common desktop hardware and multifunction copiers
  
• Equipment moves for various offices as needed, breakdown, setup
  
• Migrating executive level end users to IMAP with LDAP address books
  
• Tracking live inventory
  
  Job Description
  ESSENTIAL JOB FUNCTIONS:
  
  • 
    
  • Addresses and manages Tier I level questions, service requests, incidents and monitors their status through resolution
    
  • Installing, configuring, testing, maintaining, monitoring, and troubleshooting end user networked peripheral devices, workstation hardware, and networking hardware products
    
  • Set up, configure, and operate audio/visual, recording and sound equipment at various locations and instruct other operators in the proper use of the equipment
    
  • Install, update and troubleshoot various county software on Windows 10 o/s.
    
  • Responsible for accurately preparing and maintaining all records associated with the work performed, including work orders, support tickets, and e-mail communications
    
  • Configure PC clients for e-mail
    
  • Ability to quickly research solutions to new and unfamiliar technical problems and provide documentation for the team's knowledge base
    
  • Routes advanced support requests to the appropriate support tier (systems, networking, managerial)
    
  • Train end users on new equipment and software
    
  • Completes fixed asset transfers, deployment forms, and prepares such when installing or uninstalling devices and hardware or decommissioned items
    
  • Prepares items for auction
    
  • Assists in ADA document procedures for placement on the County website
    
  • Creates user documentation for IT supported software
    
  • Update the internal knowledgebase with issue resolution details
    
  • Reports to the Desktop Manager
    
  • Regular attendance and timeliness are required
    
    EDUCATION:
    Required:
    
    • 
      
    • An associate's degree in Network Administration, Computer Science, Computer Engineering, Information Systems or equivalent formal technical or vocational work experience.
      
      SKILLS - EXPERIENCE:
      Required:
      
      • 
        
      • 1 year work experience in PC support, computer networking, setting up and configuring PC systems
        
      • Proof of current CJIS certification or ability to obtain within 60 days of employment
        
      • Current and valid class C driver's license
        
      • Thorough knowledge of practices, procedures and techniques of computer and peripheral equipment operation; skill in operating computers and all peripheral equipment; able to demonstrate firsthand knowledge of computer operating systems
        
      • Must be proficient in Windows OS and support users operating Windows 10 O/S
        
      • Ability to use and support users of Adobe Acrobat, Adobe Reader, MS Office 2016 and higher and configure Microsoft Outlook
        
      • Ability to learn and support users in various software applications
        
      • Ability to install Windows Updates on a prescheduled basis
        
      • Must possess strong communication and interpersonal skills in dealing with users and ability to develop and maintain professional working relationships with county officials, department heads, subordinates, and co-workers
        
      • Excellent organizational and time management skills, especially the ability to manage multiple concurrent tasks.
        
        Preferred:
        
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        • 3 years' work experience in PC support, computer networking, setting up and configuring PC systems
          
          All Employees
          o Must be committed to achieving excellence in assigned duties, always in service of the county and community
          o Must have ability to earn and keep the trust of fellow employees and the community at large
          o Must be dependable as an encouraging force for team morale and in overall attendance
          o Must be approachable and ready to help fellow employees and the general public
          ENVIRONMENTAL FACTORS: Individual works mostly indoors in a well-lighted air-conditioned office.
          PHYSICAL DEMAND REQUIREMENTS: While performing the duties of this job, the employee is frequently required to sit; talk or
          hear; use hands to handle, feel objects, tools, or controls; and reach with hands and arms. The employee is regularly required to walk.
          HOURS / SPECIAL CONDITIONS: This position may be required to work a flexible schedule based on the needs of the facility.
          Disclaimer
          The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.
          McLennan County will conduct background checks on new hires that will include a criminal background check related to convictions and deferred adjudications in the past seven years and may include credit reports, motor vehicle records, employment records, and educational attainment. A conviction or deferred adjudication is not an automatic bar to employment. Each case is considered individually.
          This position requires TLETS access, other disqualifiers apply. Visit for additional information.

Keywords: McLennan County, Texas, Waco , Desktop Support Specialist I, Other , Waco, Texas