Technical Support Specialist II

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General Description

The purpose of this class is to provide technical and support assistance to end users.

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this class.  Management may assign additional functions related to the type of work of the class as necessary.

• Answers phone calls, emails, and tickets from users regarding technical issues with hardware, software, network access and applications.  Accurately logs user issues, troubleshooting steps, and resolutions within the ticketing system.

• Uses top level customer service skills while installing, diagnosing, repairing, maintaining and upgrading phones, computing devices and peripherals to ensure optimal performance.

• Identifies and resolves common and advanced technical problems like password resets, application crashes, printer issues, network connectivity, advanced operating systems, and system configuration problems in a timely and accurate fashion.

• Sets up new or replacement desktops, laptops, tablets, monitors, printers and peripherals.

• Identifies and resolves common and advanced technical problems like password resets, application crashes, printer issues, network connectivity, advanced operating systems, and system configuration problems in a timely and accurate fashion.

• Collaborates with other IT staff to ensure efficient operation of the county’s computing environment.

• Assists in testing, deploying, and training users on new IT systems and applications.

• Performs user account management, system updates, data backups and security configurations.

• Ensures that physical desktop connections are in proper working order.

• Orders parts and replacement inventory as requested or required.

• Escalates tickets to Sr. Technical Support Specialist or other divisions of IT as required.

• Assists in the processing of incoming calls to the Service Desk via telephone, online chat, request queue and e-mail to ensure courteous, timely and effective resolution of end user issues.

• Performs related work as assigned.

Minimum Education and Experience Requirements:

• Requires High School diploma or GED equivalent.

• Requires three years of IT support experience or closely related experience.

• Familiarity with Windows, macOS, iOS, and common office applications.

• Excellent customer service skills and ability to explain technical concepts in a clear and concise manner.

• Strong problem-solving and analytical skills.

• Ability to work independently or as a team.

• Basic network knowledge required.

Physical Demands/Work Environment:

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

The work is typically performed sitting at a desk or table or while intermittently sitting, standing, bending, crouching, or stooping. The employee occasionally lifts light and heavy objects.

The work is typically performed in an office.

This position is required to be part of an on-call rotation.

Emergency Preparedness Tier Level:  3

Special Certifications and Licenses:

• Valid TX driver’s license

• Maintain CJIS compliancy

• A+ or CompTIA beneficial, but not required

Department: Information Technology

Salary: $50,561.00

The County of Galveston is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, religion, sex, sexual orientation, age, disability, gender identity or expression, genetic information, veteran status or any other characteristic protected by law.