IT SPECIALIST INFRASTRUCTURE (DESKTOP SUPPORT)

$56,472 - $66,305/Yr

City of Houston - Houston, TX

Full-time

Hybrid - Houston, TX

Executive, Legislative, and Other General Government Support

About the position

The IT Specialist - Infrastructure (Desktop Support) position is designed to ensure the reliability and maintenance of the IT and Operational Technology (OT) infrastructure, which includes hardware, software, voice and data networks, storage, servers, and telephony systems. This role involves providing day-to-day operational support for existing infrastructure services and end-user support, ensuring that technology is effectively utilized to meet business needs. The specialist will perform technical assignments of low complexity and engage in project-based work to enhance the use of both new and existing technology. In this role, the IT Specialist will be responsible for diagnosing and resolving hardware and software issues, managing service requests, and collaborating with external suppliers for ongoing support. The position requires participation in an on-call rotation and effective communication with users at all levels regarding the status of service requests. Additionally, the specialist will oversee various technical assignments, provide subject matter expertise, and assist in the planning and implementation of infrastructure projects and upgrades. The position also entails maintaining documentation, preparing clear records of actions taken, and ensuring the security of infrastructure and data. The IT Specialist will contribute to team efforts by accomplishing related results and performing additional responsibilities as needed. The working conditions are generally comfortable, with some physical demands such as lifting moderately heavy items and occasional outdoor installations. The role may require after-hours availability for support requests and coordination.

Responsibilities

• Provide on-site or remote access diagnoses and resolution to hardware and software problems by responding to service desk requests and planned work requests.
• Manage service requests with low complexity through resolution or escalation to another team member, minimizing disruption to existing business use.
• Work with external suppliers for ongoing support and maintenance of relevant hardware and software.
• Participate in an on-call rotation with other infrastructure staff and keep users informed of progress or problem resolution.
• Oversee a variety of analytical and technical assignments of low complexity, providing subject matter expertise for assigned technology and infrastructure systems.
• Plan, manage, and implement infrastructure projects and upgrades, assisting in the design and documentation of infrastructure processes, procedures, and standards.
• Perform preventive maintenance work and monitor hardware, software, and network systems in the existing IT infrastructure.
• Diagnose problems and work with external vendors and departments to ensure the effectiveness of infrastructure services.
• Implement, monitor, and support servers, storage, telephony, and other infrastructure software platforms.
• Prepare clear and concise documentation, maintaining appropriate records of time spent, actions taken, and item status.
• Provide training or arrange for vendor training for system users, ensuring infrastructure and data security.

Requirements

• Bachelor's degree in Computer Science, Management and Information Systems (MIS), or a closely related field.
• At least three (3) years of technology experience supporting IT infrastructure including networks, security, and hardware.
• System-specific technical certifications may be considered for substitution for 1 year of experience.
• A valid Texas Driver License and compliance with the City of Houston's policy on driving.

Nice-to-haves

• Minimum 3 years of professional experience in Hardware / OS / Application / Software / Troubleshooting and MACs (Moves Adds Change) PCs.
• Intermediate level of knowledge installing and troubleshooting Windows 10 and Microsoft Office Suite.
• Strong familiarity with Zoom and Microsoft Teams.
• Excellent written and verbal communication skills, with strong customer service and interpersonal skills.
• Strong analytical and problem-solving skills.
• Knowledgeable in LAN/WAN environments.
• Fluency with Windows usage and troubleshooting.
• Familiarity with administering cloud platforms, such as eDiscovery tools.
• Experience creating instructional video content.