Support Services Specialist II

City of El Paso•Various Locations within the City of El Paso, TX

1d•Onsite

About The Position

Under general supervision, provide primary client support in a networked personal computer environment. This role involves installing, diagnosing, repairing, maintaining, and upgrading all hardware and related equipment to ensure optimal workstation performance. The specialist will configure and install personal computers with standard office applications, assist with performance monitoring reports, and accurately document hardware activities. Responsibilities include monitoring and testing PC performance, responding to client issues via various communication channels, performing on-site analysis, and recommending/implementing hardware solutions, including off-site repairs. The role also encompasses installing, configuring, testing, maintaining, monitoring, and troubleshooting end-user workstation and networking software. Additionally, the specialist will recommend, schedule, and perform hardware improvements, upgrades, and repairs, and confer with higher-level staff for complex issues, documenting all trouble reports in help desk software. This position may also involve substituting for supervisors or coworkers and participating in team projects.

Requirements

Associate's Degree or higher in Computer Information Systems, Microcomputer Technology, or a related field.
Two (2) years of computer hardware and software support experience with local area networks.
Valid Texas Class “C” Driver’s License or equivalent from another state by the date of appointment.
Must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of hire and maintain CJIS eligibility.
Must clearly state required education, experience, knowledge, and skills on the application's employment history.

Responsibilities

Install, diagnose, repair, maintain, and upgrade all hardware and related equipment while ensuring optimal workstation performance.
Configure personal computers with standard office applications and install them at client locations.
Assist with the preparation of reports and logs to statistically monitor PC performance.
Accurately document hardware failure, repair, installation, and removal.
Monitor and test PC performance and provide performance statistics and reports.
Respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
Perform on-site analysis and diagnostics, and resolve complex PC problems.
Recommend and implement corrective hardware solutions, including off-site repair as needed.
Install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products.
Recommend, schedule, and perform PC, hardware, and peripheral equipment improvements, upgrades, and repairs.
Confer with higher-level staff in resolving complex hardware or software problems.
Document all trouble reports in help desk software.
Substitute for the immediate supervisor or coworkers during temporary absences.
Participate as a team member on projects.