Summary: This position provides high quality customer service in fulfilling application and minor network requests and assisting internal employees with technical troubleshooting including identification, resolution, escalation, referral, and follow-up with PC, network and application issues.


Essential Duties and Responsibilities

  1. Provides City-wide computer helpdesk support to include installations, upgrades, inventory and end-user support.
  2. Utilizes IT helpdesk work order system to provide high quality customer service, resolving cases via telephone support, remote services, or in person, with escalation and follow-up of complex problems to the Information Technology Director to ensure timely problem resolution.
  3. Provides PC hardware/software and peripherals support along with data and voice administration.
  4. Provides network connectivity (ping testing, etc.), print sharing, remote access, file sharing, User and Computer account administration support.
  5. Maintains all City desktops and laptops, including configuration, preventive maintenance, repairs and upgrades.
  6. Evaluates new and existing technologies and makes recommendations to Information Technology Director and IT staff concerning possible solutions
  7. Provides training services, in person or via telephone, to allow for a highly trained and informed City staff.
  8. Performs technology equipment and software maintenance in a competent and timely manner.
  9. Assists in maintaining accurate and current inventory of all City computer hardware and software associated with desktop computing networks.
  10. Assists in maintaining city access control system.
  11. Assists with administration of city-wide VoIP phone systems.
  12. Performs work administration on problem tickets in support queues and projects as assigned by management.
  13. Sets up user accounts and passwords.
  14. Ability to work independently with minimal supervision.
  15. Must carry a mobile device capable of receiving calls, text messages, and e-mails.
  16. Work outside of normal office hours and respond to after hour critical support calls.
  17. Performs such other related duties as may be assigned.

Marginal Duties and Responsibilities   

  • None.

Supervisory Responsibilities:

  • None


Required Education and/or Experience: 

Associate's degree in computer science or related field and 2 years of related experience, or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Must have the ability to meet CJIS requirements for unescorted access to CJIS secure areas, including no Class B misdemeanor or higher convictions or deferred adjudications. An FBI fingerprint background check verifying eligibility for access to CJIS secured areas will be required.


Certificates, Licenses, Registrations:

Valid Texas driver's license.

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