End User Support Specialist
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About The Position
The position involves providing ongoing troubleshooting for computer hardware and software for the City of Lubbock users. The role includes repairing, replacing, and re-imaging laptops and desktop computers, troubleshooting mobile user issues, and managing wireless air cards. As the first line of contact for all reported problems concerning hardware and software supported by Information Technology, the individual will install new hardware and software as needed, complete backups of existing user data, and move restored data to different drives. The position also requires following up with technicians on issue resolutions to gain knowledge for future similar issues, evaluating new hardware and software, and making informed recommendations. The role includes taking calls on the help desk line to resolve as many problems as possible during the call, installing and testing computers and software, and customizing installed software to meet specific user department requirements. Additionally, the position involves assisting users over the phone, in the office, or onsite for more complex issues.
