Support Services Specialist II (Promotional)

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

2d•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. It also includes configuring and installing personal computers with standard office applications, assisting with performance monitoring reports, and accurately documenting hardware issues. The specialist will monitor and test PC performance, respond to client issues via various communication channels, perform on-site analysis, and resolve complex PC problems. Recommendations and implementation of corrective hardware solutions, including off-site repair, are also part of the duties. This role also encompasses installing, configuring, testing, maintaining, monitoring, and troubleshooting end-user workstation software and networking software products, as well as recommending, scheduling, and performing PC, hardware, and peripheral equipment improvements, upgrades, and repairs. Collaboration with higher-level staff for complex issues and documenting all trouble reports in help desk software are expected. Additionally, the role may involve substituting for supervisors or coworkers during absences and participating as a team member on 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 not have felony convictions, felony deferred adjudication, Class A or B misdemeanor deferred adjudication, Class A or B misdemeanor convictions, an open arrest for any criminal offense (Felony or Misdemeanor), and family violence convictions.

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.