IT Support Specialist

Arlington Resources

Arlington, TX$25.5 - $31.88 / hourPosted 1 weeks ago

Full-timeonsitemid

Job Description

SALARY

$25.50 - $31.88

JOB SUMMARY

Under general supervision, the IT Support Specialist provides advanced in-person and remote technical support for City-issued endpoint devices, applications, and audio-visual (AV) systems. This position resolves complex service requests and incidents in accordance with established SLAs, prioritization guidelines, and documented procedures, and serves as an escalation resource for issues beyond standard support. The role supports endpoint lifecycle activities, advanced troubleshooting, and configuration tasks within approved standards, and collaborates with senior technical staff and vendors to support technology implementations.

ESSENTIAL JOB FUNCTIONS

Responds to and resolves service requests, incidents, and supports tickets in accordance with established SLAs, prioritization guidelines, and documented procedures.
Provides in-person and remote technical support for City-issued desktops, laptops, peripherals, AV equipment, and standard software, diagnosing and resolving hardware, operating system, application, and connectivity issues.
Performs advanced troubleshooting of operating systems, applications, endpoint configurations, hardware, peripherals, and AV-related issues within established standards and documented procedures.
Serves as an escalation resource for complex desktop, endpoint, application, or AV issues that cannot be resolved through standard support channels.
Supports endpoint lifecycle management including provisioning, configuration, updates, refresh cycles, operating system upgrades, application deployment troubleshooting, and device retirement using approved tools and procedures.
Supports endpoint and cloud-based management platforms (e.g., Microsoft Entra, Intune, Microsoft 365) by performing assigned configuration, administrative, compliance, and troubleshooting tasks.
Provides scheduled service desk coverage by responding to and managing incoming support calls.
Provides training and guidance to staff and end users on supported systems, applications, and standard procedures.
Maintains accurate and complete documentation of work performed within the ticketing system to support service history, compliance requirements, and reporting.

OTHER JOB FUNCTIONS

Collaborates with vendors and internal stakeholders to support the design and implementation of AV-enabled spaces and escalates complex technical issues to senior staff.
Assists with research, evaluation, and pilot testing of computer and audiovisual (AV) hardware to support technology standards and operational needs.
Assists with device configuration audits, compliance reviews, and documentation requests to ensure adherence to organizational policies and standards.
Assists with the preparation and maintenance of reports, dashboards, and performance metrics related to endpoint health, system reliability, and service delivery.
Meet and maintain qualifications for Criminal Justice Information Systems (CJIS) access.
On a nontypical basis, may perform other additional duties not listed in this description that are in alignment with the scope of essential job functions.

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities Required

Knowledge of endpoint management concepts and tools sufficient to support device provisioning, configuration enforcement, and system updates.
Knowledge of Audio Visual (AV) equipment, technologies, and standards.
Skill in advanced troubleshooting of Windows endpoint hardware, software, enterprise applications, and AV systems in an enterprise environment.
Skill in proper cable management techniques.
Skill in configuring remote management utilities.
Skill in organization, time management, facilitation, and coordination.
Ability to work independently, manage multiple priorities, and meet assigned service level agreements (SLAs).
Ability to provide training, guidance, and technical support to staff and end users.
Ability to use Active Directory tools for account management and system administration tasks.
Ability to troubleshoot and diagnose network-related issues including DNS, DHCP, and TCP/IP.
Ability to troubleshoot and diagnose VPN connectivity issues.
Ability to troubleshoot and diagnose issues related to endpoint security platforms.
Ability to troubleshoot, diagnose, and manage mobile device management (MDM) platforms.
Ability to troubleshoot and support iOS and Android mobile platforms.
Ability to work irregular hours, including evenings and weekends, to support operational needs.
Ability to receive and interpret detailed information through oral or written communication and take appropriate action.
Ability to communicate effectively with diverse audiences on technical, interpersonal, and professional levels.
Ability to think logically, critically, and sequentially to analyze and resolve technical issues.
Ability to review, prepare, and update technical documentation, knowledge articles, training materials, reports, and general correspondence.
Ability to review work in detail to identify and correct deficiencies.
Ability to work collaboratively in a team environment and support, coach, and motivate others to achieve objectives.
Ability to develop, expand, and maintain knowledge base articles, FAQs, and standard support documentation.
Ability to maintain regular and punctual attendance.
Ability to maintain confidentiality and adhere to information security and data protection requirements when performing job duties.
Ability to operate a motorized vehicle safely in public environments and varying conditions.
Ability to perform physical tasks including carrying, kneeling, squatting, twisting, visual inspection, and writing by hand.
Ability to lift up to 50 pounds.
Ability to exert forces up to 100 pounds.
Ability to handle difficult or stressful situations with professional composure.
Ability to participate in an established 24/7/365 on-call rotation to provide after-hours or emergency support.

Qualifying Education and Experience

Associate’s degree in Information Technology, Computer Science, or a related field.
Two (2) years of progressively responsible experience supporting enterprise desktop or endpoint environments.
Or an equivalent combination of education and experience.

PREFERRED QUALIFICATIONS

Preferred Knowledge, Skills, and Abilities