Desktop Support Specialist - Help Desk

Starting Hourly Rate: $26.46 an hour. Rate of pay depends on qualifications. Job Summary The Desktop Support Specialist is responsible for maintaining, analyzing, troubleshooting, and repairing personal computer systems, mobile devices, hardware, software, and computer peripherals. May assist customers via remote access, phone, or in person. This position will also maintain and troubleshoot Audio/Video equipment and coordinate support with related A/V vendors. Supervises Help Desk team members with escalated incident and service requests. The Desktop Support Specialist is also responsible for taking lead on projects and service requests between departments and vendors. Essential Functions Provides technical support for Information Services customers employing a number of technical troubleshooting skills. Installs, configures, and troubleshoots personal computer hardware and mobile device components including motherboards, disk drives, RAM expansion cards, and microprocessors. Coordinates with help desk staff in support of the end user hardware and software issues. Creates, updates, and installs hard drive images on personal computers and Laptops in order to meet user’s needs. Installs and configures software components including operating systems and client applications. Configures and troubleshoots network interface devices ensuring proper network connectivity. Installs, configures, and maintains stand alone and networked printers. Coordinates with network staff in maintenance and installation of network cabling infrastructure. Coordinates with systems administrators to resolve software and security rights issues. Documents, maintains, tags, inventories, upgrades, or replaces hardware and software systems. Assists Client Services Supervisor with coordinating team members, departments and vendors to deliver service requests on time and on budget. Creates documentation for projects throughout life cycle including end of project maps and procedures and provide regular follow up to all parties. Supervises and directs escalated technical requests for Help Desk team. Trains SAWS employees in proper computer use procedures. Trains Help Desk staff on operational procedures and troubleshooting techniques. Provides training on new hardware and/or software applications as requested. Provides new Help Desk staff onboarding training. Maintains and troubleshoots Audio/Video equipment and coordinates support with related A/V vendors. Performs other duties as assigned. Decision Making This position works under general supervision. This position provides functional guidance and will serve as a technical lead in various projects. Minimum Requirements Associate’s Degree in Computer Science or Information Systems from an institution accredited by a recognized accrediting agency. One year of experience managing short-term projects and coordinating team members, departments and vendors. Four years' experience in installing, configuring, and troubleshooting PC/Workstations and peripherals in a network environment. Valid Class "C" Texas Driver's License. Current certification in one of the following CompTIA A+ Microsoft 365 Certified Fundamentals Cisco Certified Support Technician (CCST) Ability to report to work on time, maintain a good attendance record, and work all designated work schedules. Preferred Qualifications Seven years' experience in installing, configuring, and troubleshooting PC/Workstations and peripherals in a network environment. CompTIA Network+ or CCENT certification. Possess a CompTIA Project+ certification. Experience supporting and prepping for small to medium sized standard and executive meetings. Including pre-testing, implementing last-minute requests, and day of coverage. Basic understanding and support of common A/V equipment such as microphones, conferencing kits (such as WebEx Kit Mini, Standard and Pro), cameras, conference phones, etc. Job Dimensions Communicates effectively, verbally and in writing with internal customers, co-workers, vendors, and consultants. Ability to provide excellent customer service to external and internal customers. Ability to assess and analyze project risks and exposures; identify options and alternatives, make decisions, and implement corrective actions. Ability to work independently or in a team environment. Physical Demands and Working Conditions Operates a company vehicle on a constant basis. Requires visual acuity, speech and hearing. Pushes, pulls, lifts, carries, balances and handles up to 75 pounds frequently. Sits, stands, walks, climbs stairs, bends, crawls, squats, kneels, stoops and crouches frequently. Primarily works in an office environment and performs frequent field visits and travel. May be required to work hours other than the regular daytime schedule such as nights, weekends, and holidays. #J-18808-Ljbffr San Antonio Water System