I.T. SUPPORT SPECIALIST III

Lower Rio Grande Valley D•Weslaco, TX

About The Position

Performs highly complex (senior-level) computer systems support work in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems and automated office equipment in a stand-alone, network, or mainframe environment. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Assigned job duties will encompass responsibilities for both the Emergency Communication District and LRGVDC. Reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type(s) of problem or request; and monitors the status to ensure a timely resolution. Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support. Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Installs, maintains, and performs repairs to hardware, software, or office equipment. Maintain records of daily data communication transactions, problems, remedial actions taken, and installation activities. Set up equipment for employee use, including the installation of cables, operating systems, or appropriate software. Coordinates and/or update computer and mainframe applications. Gathers, analyzes, and documents user requirements, business processes, and problems to automate or improve existing systems; elicits and documents business needs for new systems. Analyzes program policies and procedures to determine their effect on automated systems and system functional areas. Serves as a liaison by providing consultation, documentation, and direction to other areas with regard to analysis, design, configuration, testing, and policy implementation within all systems. Develops and/or reviews complex system documents to convey business requirements and support efficient system design. Maintain inventory of information technology assets. Coordinate site planning and preparation regarding changes to computer or data communications configurations and ensure that requirements are met. Develops, documents, and revises system design procedures, test procedures, and quality standards. Monitors the maintenance and enhancement of routine computer systems to ensure proper functionality. Participates in user acceptance testing and testing of new system functionality. Participates in trainings, outreach events, conferences, and 911 activities including those scheduled during non-regular business hours, evenings, and on weekends. Assign logons and rights, print queues, and directory structures; reset passwords; create departmental groups; check out and check in computer and other office equipment; and run security software. Prepare reports on systems efficiency and utilization. Schedules mainframe batch processing jobs. Performs related work as assigned. May require doing fieldwork with exposure to outdoor conditions and travel, as necessary.

Requirements

Knowledge of: the practices, principles, and techniques of computer operations; information systems; computer software and hardware; and information security policies and procedures.
Skill in: the support of computers, the use of applicable programs and systems, and troubleshooting information systems.
Ability to: operate information technology systems, and to communicate effectively.
Experience in computer information technology support work.
High school graduate or its equivalent; plus at least (4) years of experience in information technology support services, or any equivalent combination of education, experience and education that provides the required knowledge, skills and abilities.
VALID/ CURRENT TEXAS DRIVER’S LICENSE

Nice To Haves

The ability to communicate in English and Spanish is preferred.
Bachelor’s degree in computer information systems, communications, public or business administration, or a related field preferred
May be required to be registered, certified, or licensed in a specialty area

Responsibilities

Reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment
Identifies and logs the type(s) of problem or request
Monitors the status to ensure a timely resolution
Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, printers, and fax machines
Recognizes and escalates difficult problems to a higher level of support
Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions
Installs, maintains, and performs repairs to hardware, software, or office equipment
Maintains records of daily data communication transactions, problems, remedial actions taken, and installation activities
Sets up equipment for employee use, including the installation of cables, operating systems, or appropriate software
Coordinates and/or update computer and mainframe applications
Gathers, analyzes, and documents user requirements, business processes, and problems to automate or improve existing systems
Elicits and documents business needs for new systems
Analyzes program policies and procedures to determine their effect on automated systems and system functional areas
Serves as a liaison by providing consultation, documentation, and direction to other areas with regard to analysis, design, configuration, testing, and policy implementation within all systems
Develops and/or reviews complex system documents to convey business requirements and support efficient system design
Maintains inventory of information technology assets
Coordinates site planning and preparation regarding changes to computer or data communications configurations and ensure that requirements are met
Develops, documents, and revises system design procedures, test procedures, and quality standards
Monitors the maintenance and enhancement of routine computer systems to ensure proper functionality
Participates in user acceptance testing and testing of new system functionality
Participates in trainings, outreach events, conferences, and 911 activities including those scheduled during non-regular business hours, evenings, and on weekends
Assigns logons and rights, print queues, and directory structures
Resets passwords
Creates departmental groups
Checks out and checks in computer and other office equipment
Runs security software
Prepares reports on systems efficiency and utilization
Schedules mainframe batch processing jobs
Performs related work as assigned