IT SUPPORT SPECIALIST I

Help Desk Technician

Starting pay: $20.68 to $23.08 DOQ

This position primarily functions as a Help Desk technician in the City of Amarillo's Information Technology Department. The IT Help Desk provides front-line technical support to staff in all City departments and strives to deliver first-call resolution for reported issues whenever possible. This position is responsible for troubleshooting and resolving incidents and service requests, documenting work performed in the IT service management system, communicating clearly with customers, and escalating issues to other IT staff members when necessary. In addition, this role participates in endpoint lifecycle management duties, including imaging, deployment, replacement, and related support for end-user devices.

Essential Responsibilities

• Operates the IT Help Desk to provide remote technology support services with the objective of delivering first-call resolutions.
• Provides excellent customer service and completes work while exercising strong work ethic and integrity.
• Logs, categorizes, prioritizes, and documents incidents and service requests in the IT service management system.
• Maintains accurate and complete ticket documentation, including issue symptoms, troubleshooting steps performed, actions taken, resolution details, and customer communications.
• Follows established incident management procedures, service desk workflows, and escalation paths to ensure timely resolution of issues.
• Monitors ticket queues, follows up with customers and technical teams, and communicates status updates, expected timelines, and resolution information clearly and professionally.
• Adheres to established cybersecurity policies, procedures, and safe computing practices, including appropriate handling of accounts, devices, sensitive information, and suspected security incidents.
• Identifies recurring issues and trends and escalates problem patterns to appropriate IT staff for further review.
• Contributes to knowledge base articles, standard operating procedures, and service documentation to improve first-call resolution and service consistency.
• Participates in endpoint lifecycle management activities, including imaging, deployment, replacement, and related support for end-user devices.
• Updates and installs new technology solutions by meeting with customers to analyze requirements, gather information and specifications, and install, configure, and test the solution.
• Creates, updates, and maintains documentation and inventory records.
• Installs new software, upgrades, and updates, and tests changes.
• Installs network-connected devices including workstations, printers, scanners, and other peripherals.
• Participates in an after-hours on-call rotation to address emergency issues.
• Performs other job-related duties as assigned.

Minimum Requirements

Position requires knowledge of and experience with Microsoft Windows and Active Directory. Valid Texas Driver's License required. Must be able to participate in an after-hours on-call rotation and work extended hours when necessary. Due to the level of access to potentially sensitive information, successful completion of a criminal background check is required. Background check must confirm eligibility for Criminal Justice Information Services (CJIS) system access and CJIS eligibility must be maintained for the duration of employment.

Knowledge, Skills, and Abilities

• Understands service levels, prioritization, and the difference between incidents, service requests, and escalations.
• Strong written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Ability to understand and use reference and technical manuals and repair tools.
• Ability to troubleshoot and repair desktop and mobile computers and peripherals.
• Knowledge of industry-standard office productivity applications and computer operating systems.
• Ability to work effectively in a customer service-driven IT organization.
• Ability to work effectively on both individual and team assignments.

Work Environment

The employee works in a dynamic environment that requires being sensitive to change and responsive to changing goals, priorities, and needs. Primary work schedule is Monday - Friday, 8:00 am - 5:00 pm. May occasionally be required to work extended hours, as necessary. Participation in an after-hours on-call rotation is required.

ADA Profile

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this job, the employee is required to exert up to 50 pounds of force occasionally and/or in excess of 30 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. The employee must also balance, climb, crawl, crouch, walk, stand, kneel, stoop, sit, hear, feel, finger, grasp, handle, reach, pull, push, speak, see, and talk. Also requires the ability to make rational decisions and perform repetitive motions.

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law. The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at View phone number on click.appcast.io.