IT SUPPORT SPECIALIST II - III
About The Position
The Information Technology Department supports the diverse technology needs of all City of Amarillo departments. As a Support Specialist, you’ll play a key role in providing responsive, tier-2, onsite and remote support to end users across the organization, with a strong focus on customer service. Our environment features a broad deployment of mostly Dell computers, Active Directory and Entra ID, Microsoft M365, and enterprise-grade VMware virtualization, including a robust VDI platform. You’ll be part of a modern, forward-thinking IT organization that values innovation and operational excellence. Success in this role requires strong technical troubleshooting skills and sound judgment. It also calls for a resourceful and proactive mindset, with a willingness to take initiative, follow through on tasks, and uphold high standards by prioritizing quality and integrity in your work.
Requirements
- Minimum of two (2) years of documented, full-time work experience in an Information Technology organization, with a focus on troubleshooting and resolving technical issues.
- Working knowledge of Microsoft Windows operating systems and experience with Active Directory.
- Valid Texas Driver’s License required.
- Must be able to participate in an after-hours on-call rotation and work extended hours when occasionally needed.
- Must successfully pass a criminal background check due to the level of access to sensitive information.
- Eligibility for Criminal Justice Information Services (CJIS) system access is required and must be maintained throughout employment.
Nice To Haves
- Knowledge of Microsoft Windows operating systems and Active Directory.
- Familiarity with industry-standard office productivity applications and enterprise computing environments.
- Strong analytical and problem-solving skills.
- Effective written and verbal communication skills.
- Ability to read, interpret, and apply technical documentation and reference materials.
- Proficiency in troubleshooting and repairing desktop and mobile computers, printers, and related peripherals.
- Ability to provide responsive, customer-focused support in a service-oriented IT organization.
- Capable of working independently or collaboratively as part of a team.
Responsibilities
- Delivers superior customer service with a strong work ethic and commitment to integrity.
- Provides both onsite and remote tier-2 support to diagnose and resolve software, hardware, and peripheral issues; escalates unresolved problems to appropriate technical teams as needed.
- Operates the IT Help Desk as required, with a focus on delivering first-call resolution and minimizing downtime.
- Implements new technology solutions by consulting with users, gathering requirements, and performing installation, configuration, and testing.
- Maintains accurate documentation and inventory records.
- Installs and updates software, applies patches and upgrades, tests system changes, maintains backups, and coordinates with vendors or third-party providers when necessary.
- Deploys and supports a variety of devices including desktop/laptop workstations, printers, scanners, and related peripherals.
- Assists departments in evaluating and identifying technology needs and recommending appropriate solutions.
- Participates in an after-hours on-call rotation to support urgent or emergency issues.
- Performs other job-related duties as assigned.
Benefits
- The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
