Desktop Support Specialist II

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General Information

Job Posting ID 5427185 Creation Date Apr 23, 2019
Employer Posting No --- Closing Date May 23, 2019
Job Site Address WACO, Texas 76701 Employer Type Private Sector
Openings 1

Job Description

The Desktop Support Specialist Tier II is an experienced technician responsible for providing higher level end user support and software, hardware, and network assistance in a Windows environment for onsite and remote locations throughout the county. This position provides advanced, customer-focused desktop support to a user base of technical and non-technical County employees. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems presented through the ticket system. Documents, tracks and monitors the problem to ensure a timely resolution. Experienced in scanning, identifying and cleaning malware infected desktop devices.

Some of our current activities include:
• Migrating all desktops to Windows 10 from Windows 7 in a deployment project timeline
• Troubleshooting potential malicious e-mails and scanning endpoints on a routine basis
• Testing and maintaining Microsoft OS updates across desktop devices
• High support call volume for a wide variety of software and common desktop hardware and multi function copiers
• Equipment moves for various offices as needed, breakdown, setup

• Addresses and manages Tier II level questions, service requests, incidents and monitors their status through resolution
• Installing, configuring, testing, maintaining, monitoring, and troubleshooting end user networked peripheral devices, workstation hardware, and networking hardware products
• Set up, configure, and operate audio/visual, recording and sound equipment at various locations and instruct other operators in the proper use of the equipment
• Install, update and troubleshoot various county software in Microsoft O/S environment
• Configure PC clients for e-mail
• Ability to quickly research solutions to new and unfamiliar technical problems and update the internal knowledge base with issue resolution details
• Routes advanced support requests to the appropriate support tier (networking, data management, operations, or desktop)
• Identify and quarantine security related issues such as computer viruses, malware, and spyware
• Train end users on new equipment and software
• Creates user documentation for IT supported software
• Completes fixed asset transfers, deployment forms and prepares such when installing or uninstalling devices and hardware
• Prepares items for auction
• Reports to the Desktop Manager
• Regular attendance and timeliness is required

LIMITATIONS AND DISCLAIMER: The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

• An associate’s degree in Network Administration, Computer Science, Computer Engineering, or Information Systems or equivalent formal technical, vocational or administrative training

• 3 years of experience or formal training in PC support, computer networking, setting up and configuring PC systems
• Current and valid class C driver’s license
• Thorough knowledge of practices, procedures and techniques of computer and peripheral equipment operation; skill in operating computers and all peripheral equipment; able to demonstrate firsthand knowledge of computer operating systems
• Must be proficient in Windows OS and support users operating Windows 10 O/S
• Ability to use and support users of Adobe Acrobat, Adobe Reader, MS Office 2010 and higher and configure Microsoft Outlook
• Ability to learn and support users in various software applications
• Ability to install Windows Updates on a pre scheduled basis
• Ability to read and decipher e-mail headers to identify suspicious messages
• Ability to scan devices for malware, spyware, junkware, and decipher related logs
• Ability to identify security related issues such as computer viruses, worms, and spyware
• Must possess strong communication and interpersonal skills in dealing with users and ability to develop and maintain professional working relationships with county officials, department heads, subordinates, and co-workers
• Excellent organizational and time management skills, especially the ability to manage multiple concurrent tasks.
• 5 years of experience or formal training in PC support, computer networking, setting up and configuring PC systems

ENVIRONMENTAL FACTORS: Individual works mostly indoors in a well-lighted air-conditioned office with frequent visits on the downtown campus and remote offices.

PHYSICAL DEMAND REQUIREMENTS: While performing the duties of this job, the employee is frequently required to sit; talk or hear; use hands to handle, feel objects, tools, or controls; and reach with hands and arms. The employee is regularly required to walk.

DISCLAIMER: McLennan County will conduct background checks on new hires that will include a criminal background check related to convictions and deferred adjudications in the past seven years and may include credit reports, motor vehicle records, employment records, and educational attainment. A conviction or deferred adjudication is not an automatic bar to employment. Each case is considered individually.
Supervisory Experience Required No
Additional Pay Details - Pay will be $1,365.57-$1,817.27 biweekly
Shift Rotating Duration Regular
Workweek Full Time
Additional Workweek Details HOURS / SPECIAL CONDITIONS: This position will be required to work a flexible schedule in an on-call environment based on the needs of the facility.
Veterans Only No
Federal Contractor No
Eagle Ford Shale Job No
Is this job related to Hurricane Harvey Clean-up/Restoration? No

Job Requirements

Occupation Computer and Information Systems Managers
Minimum Experience and Education  3 yrs   0 mos and 1 year college, technical or vocational school

- OR -

Occupation Computer Software Engineers, Systems Software
Minimum Experience and Education  3 yrs   0 mos and 1 year college, technical or vocational school

- OR -

Occupation Computer Support Specialists
Minimum Experience and Education  3 yrs   0 mos and 1 year college, technical or vocational school

- OR -

Occupation Computer Systems Analysts
Minimum Experience and Education  3 yrs   0 mos and 1 year college, technical or vocational school

- OR -

Occupation Network and Computer Systems Administrators
Minimum Experience and Education  3 yrs   0 mos and 1 year college, technical or vocational school

Additional Requirements

Basic Computer Skills
  • Accounting Software (Peachtree, Quickbooks, etc)
  • Database Software (Oracle, Access, etc)
  • EMail Software (Outlook, Thunderbird, etc)
  • Internet Browser (Internet Explorer, Firefox, etc)
  • Peripheral Devices (Scanners, Printers, etc)
  • Presentation Software (PowerPoint, Flash, etc)
  • Spreadsheet Software (Calc, Excel, etc)
  • Utility Software (Virus, File Compression, etc)
  • Word Processing Software (Word, WordPerfect, etc)
  • English; Fluency - Excellent (Read, Write, Speak)
Driver's License Type Class C - Standard Driver's License

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Job Title Desktop Support Specialist II
The employer did not provide an internal job posting number. Please locate this number on their web site and enter it here: Job Posting Number.
State Agency Name MCLENNAN COUNTY - HR
Job Closing Date May 23, 2019
Open Until Filled No

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