Dallas County - Dallas, TX
posted 3 months ago
About the position
The IT Support Specialist Senior position at Dallas County is responsible for ensuring proper computer operations for end users to accomplish their business tasks. This role involves resolving escalated end user help requests within established procedures and providing support through coordinating computer moves, add-ons, changes, software upgrades, and configuration enhancements. The specialist will record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken to reach a final resolution. In addition to maintaining equipment inventory and creating technical documentation, the IT Support Specialist Senior will contribute to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices, and updating documentation as necessary. This position also involves leading and assisting in providing support to level I and II technicians when request volumes are high, and communicating potential or real customer satisfaction issues to managers and IT team members. The specialist will apply diagnostic utilities to aid in troubleshooting, access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. They will evaluate documented resolutions and analyze trends to prevent future problems, notify management of emerging trends, and assist with software releases and rollouts according to change management best practices. Hands-on solutions, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications, are also part of the job. The role requires performing tests to ensure problems have been adequately resolved and conducting post-resolution follow-ups with technicians as required. Additionally, the specialist will develop help sheets and FAQ lists for end users and reinforce SLAs to manage end-user expectations.
Responsibilities
- Ensures proper computer operations for end users to accomplish business tasks.
- Resolves escalated end user help requests within established procedures.
- Provides support through coordinating computer moves, add-ons, changes, software upgrades, and configuration enhancements.
- Records, tracks, and documents the service desk request problem-solving process.
- Maintains equipment inventory and creates technical documentation.
- Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement.
- Leads and assists in providing support to level I and II when request volumes are high.
- Communicates potential or real customer satisfaction issues to managers and IT team members.
- Applies diagnostic utilities to aid in troubleshooting.
- Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Evaluates documented resolutions and analyzes trends to prevent future problems.
- Notifies management of emerging trends.
- Assists with software releases and rollouts according to change management best practices.
- Performs hands-on solutions, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Installs anti-virus software and ensures virus definitions are up to date.
- Performs tests to ensure problems have been adequately resolved.
- Performs post-resolution follow up with technicians as required.
- Develops help sheets and FAQ list for end users.
- Reinforces SLAs to manage end-user expectations.
Requirements
- Education equivalent to a High School diploma/GED and four (4) years of related experience in modern desktop and server operating systems.
- Experience with industry-specific computer software including application support experience with Microsoft Office 365 and mainstream web browsers.
- Working knowledge of a range of diagnostic utilities, including remote access, ipconfig, trace route, and virus/malware utilities and removal tools.
- Experience working in an ITIL-driven environment and knowledge of ITIL principles and processes.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Strong documentation skills.
- Advanced knowledge of Microsoft Windows 10 operating systems and the Microsoft Office 365 suite of products.
- Knowledge of advanced computer hardware, including desktops, laptops, and mobile devices.
- Ability to conduct research into a wide range of computing issues.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly and technical language.
- Highly self-motivated and directed with keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Excellent interpersonal and organizational skills with ability to lead and supervise.
- Must possess a valid Texas Driver's License and good driving record.
Nice-to-haves
- Industry related certifications preferred.
- Experience with ITIL principles and processes.
Benefits
- Salary range from $5,595.70 to $6,994.64 per month.
- Equal Employment Opportunity Employer.
- Encouragement for AmeriCorps, Peace Corps, National Service Alumni volunteers, and persons with a criminal background to apply.
