End User Support Specialist

City of Sugar Land•2700 Town Center Blvd Sugar Land, TX

22h•Hybrid

About The Position

The City of Sugar Land is seeking a full-time End User Support Specialist in the Information Technology Department. This role involves providing exceptional customer service and technical support to City employees, ensuring their productivity through expertise in desktop, mobile, conferencing, printing, and endpoint technologies. The specialist will resolve incidents, deploy technology solutions, and support City facilities. The City of Sugar Land is a full-service municipality located approximately 20 miles southwest of downtown Houston, known for investing in its team and offering career growth opportunities. They foster an informal, casual, and positive team-oriented culture with a commitment to innovation and inclusion.

Requirements

Two years of experience providing enterprise desktop support, technical support, or IT Service Desk support in a business, government, education, or healthcare environment.
Valid Texas Class “C” Driver License.
Must be eligible to obtain and maintain Criminal Justice Information Services (CJIS) clearance.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, or related field.
Equivalent combinations of education, professional experience, military service, technical training, and industry certifications will be considered.
CompTIA A+
Network+
Security+
Microsoft Modern Desktop
Microsoft 365 Fundamentals
HDI Desktop Support

Responsibilities

Provide exceptional customer service by delivering a positive, customer-focused experience.
Communicate effectively with both technical and non-technical users.
Build and maintain collaborative working relationships across City departments.
Manage support requests through resolution while keeping customers informed with timely updates and clear communication.
Serve as the face of Information Technology for City employees, delivering exceptional technical support across desktop, mobile, conferencing, printing, and endpoint technologies.
Resolve incidents, deploy technology solutions, and support City facilities.
Ensure employees remain productive through outstanding customer service and technical expertise.
Configure and deploy desktops, laptops and peripheral equipment.
Perform workstation replacements and user migrations.
Maintain hardware inventory and asset lifecycle documentation.
Support City-issued mobile devices and mobile applications.
Perform password resets.
Provision and maintain user accounts and access rights in accordance with City security standards.
Manage endpoint security.
Handle software approval.
Work as an essential employee before, during and after an emergency or disaster.
Stay abreast of, and comply with, all City and departmental policies and procedures.
Perform other duties and responsibilities as assigned by your direct supervisor or Director.

Benefits

City-subsidized health benefits
City-subsidized Medical and Dental Insurance with a variety of plan options
City-paid Basic Life Insurance @ 1x your annual salary
Long-term disability
Variety of voluntary benefits
Voluntary Vision
Supplemental Life Coverage (for you and your family)
Aflac indemnity plans such as Accident, Cancer, Hospitalization and Critical Illness
Short Term Disability
Pre-paid legal benefits through Legal Shield
9 paid holidays
Up to 3 floating holidays
Generous vacation package with accruals starting on day 1
Paid sick leave
Robust pension plan with TMRS includes your 7% contribution with 2:1 match by the City
Deferred Compensation (457b) plan
Longevity pay for each month of service after your first 13 months of employment
On-site Wellness facilities and programming (mind, body spirit & financial preparedness)
Access to multiple mental health benefits and resources, including a robust EAP
Flexible schedules
Work from home opportunities
Casual environment and dress code
Pet-friendly (dogs and cats allowed if they have a solid understanding of office decorum)