Systems Support Specialist

Town of Flower Mound•Flower Mound TX 75028, TX

13d

About The Position

Under the general supervision of IT Leadership, the Systems Support Specialist delivers customer service and technical support for software, hardware, and network-related inquiries. The role provides remote and on-site support to end users and manages requests through identification, prioritization, escalation, and resolution using the IT Service Management (ITSM) tool. The specialist helps ensure the Town’s IT infrastructure operates effectively and complies with established IT policies, standards, and procedures. The position supports Windows computers, iOS mobile devices, software, printers, peripherals, network connectivity, and the Town’s LAN and WAN. It also assists with administration of the Town’s VoIP phone system, documents support activity, contributes to end-user training and knowledge base resources, and is available for on-call support during emergencies. The specialist performs related assignments and complies with departmental, personnel, and safety policies and procedures.

Requirements

High school diploma or GED.
Valid state-issued driver’s license and a driving record that complies with Town policy.
Pass a post-offer, non-regulated drug test and thorough background checks, including criminal history.
At least two years of experience in IT Service Desk, Desktop Support, Help Desk operations, hardware/software troubleshooting, technical support, or similar roles.
Proficiency with MS Windows 10/11, Active Directory, Windows Server, and Microsoft Office.
Experience with computer hardware, software and peripherals, data and telecommunication implementation, and troubleshooting.
Knowledge of operating system client installations, workstation imaging, client/server networking, print sharing, remote access, and file sharing.
Familiarity with TCP/IP, DHCP, and DNS services.
Experience with user account setup in Microsoft/Azure Active Directory.
Ability to research a wide range of computing issues and quickly absorb and retain information.
Ability to communicate ideas in user-friendly, business-friendly, and technical language.
Self-motivation, attention to detail, analytical and problem-solving abilities, and ability to prioritize and execute tasks in a high-pressure environment.
Ability to work collaboratively in a team-oriented environment.
Excellent oral and written communication skills.
Ability to work under pressure, meet deadlines, organize and prioritize multiple tasks, follow instructions, collaborate with the public and colleagues, and maintain a professional demeanor.
Good judgment and decision-making skills.
Ability to read, write, and communicate effectively and operate office equipment with good hand-eye coordination for data entry.
Ability to lift up to 50 pounds.

Nice To Haves

Associate’s or bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
Experience with backup systems and MS SQL Server is advantageous.
Knowledge of telecommunications systems is a plus.
Proficiency with Windows Server 2012–2019, Azure Active Directory, and Microsoft 365.

Responsibilities

Respond to support requests by phone, email, and ITSM tool, resolving issues through remote or on-site support.
Escalate complex problems to System Administrators, IT Leadership, or an appropriately experienced technician.
Provide technical assistance for Windows desktops and laptops, iOS devices, software installations and customizations, failure analysis, printers, peripherals, and LAN/WAN/Wi-Fi connectivity.
Maintain, repair, and upgrade the Town’s WAN and LAN systems.
Provide Tier I support and serve as an escalation point for advanced or difficult help requests.
Record, track, and document support requests and troubleshooting processes, including decisions and actions through final resolution.
Apply root cause analysis to troubleshoot problems and help prevent recurrence.
Assess software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
Perform desktop-level fixes, including installing and upgrading software and hardware, implementing file backups, and configuring systems and applications.
Test fixes, conduct post-resolution follow-ups with team members and customers, and reinforce SLAs to manage end-user expectations.
Provide training and create knowledge base articles for end users.
Maintain awareness of emerging technologies and industry trends and engage in professional development through reading, workshops, and training.
Assist with administration of the Town’s VoIP phone system, including provisioning phones, resetting voicemail passwords, modifying call routing, and user customization.
Undertake special assignments, research, and related tasks as needed.
Provide on-call support during emergency situations.
Comply with departmental, personnel, and safety policies and procedures.
Document and log support activities in the ITSM tool and knowledge base.
Perform additional duties as assigned.