Systems Support Specialist

Systems Support Specialist Under the general supervision of IT Leadership, the Systems Support Specialist delivers exceptional customer service and technical support for software, hardware, and network-related inquiries. This role involves providing both remote and on-site support to end-users, and managing support requests through identification, prioritization, escalation, and resolution using the IT Service Management (ITSM) tool. The specialist ensures the Town's IT infrastructure operates effectively and adheres to established IT policies, standards, and procedures. • Responds to support requests via phone, email, or ITSM tool, delivering high-quality customer service by resolving issues through remote or on-site support. Escalates complex problems to System Administrators or IT Leadership for timely resolution. Provides technical assistance on issues related to Windows desktops and laptops, iOS mobile devices, software installations, customizations, failure analysis, printer support, peripheral support, and LAN/WAN/Wi-Fi connectivity. Maintains, repairs, and upgrades the Town's Wide Area Network (WAN) and Local Area Network (LAN) systems. • Assists in providing Tier I support and can serve as an escalation point for advanced or difficult help requests. Builds rapport with customers and escalates problems (when required) to the appropriately experienced technician. Records, tracks, and documents the support request and problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Applies root cause analysis to aid in troubleshooting and preventing recurrence of the problem. • Assesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Tests fixes to ensure the problem has been adequately resolved. Performs post-resolution follow-ups with team members and customers. Provides training and creates knowledge base articles for end users. Reinforces SLAs to manage end-user expectations. • Maintaining awareness of emerging technologies and industry trends; engages in professional development through reading, workshops, and training sessions. • Assists with the administration of the Town's VoIP phone system, including provisioning new phones, resetting voicemail passwords, modifying call routing, and user customization. Undertakes special assignments, research, or other related tasks as needed. Available for on-call support during emergency situations. Complies with departmental, personnel, and safety policies and procedures. Documents and logs all support activities in the ITSM tool and knowledge base to promote best practices in customer service. Performs additional duties as assigned. Basic Qualifications: • A High School Diploma or General Equivalency Diploma (GED) is required. • Must have a valid state-issued driver's license, and the driving record must comply with Town policy. • Must submit to and pass a post-offer, non-regulated drug test and thorough background checks (including criminal history). • An Associate's or Bachelor's Degree in Computer Science, Information Technology, or a related field is preferred. • A minimum of two (2) years of experience in IT Service Desk, Desktop Support, Help Desk operations, hardware/software troubleshooting, technical support, or similar roles. Proficiency with MS Windows 10/11, Active Directory, Windows Server, and Microsoft Office is required. • Experience with computer hardware, software and peripherals, data and telecommunication implementation, and troubleshooting is essential. Experience with backup systems and MS SQL Server is advantageous. • Knowledge of operating system client installs, workstation imaging, client/server networking, print sharing, remote access, and file sharing. • Familiarity with TCP/IP, DHCP, and DNS services. Physical Abilities: • Ability to read, write, communicate effectively, and operate various office equipment with good hand-eye coordination for data entry. • Ability to lift up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge / Skills / Abilities: • Proficiency in Microsoft Windows 10/11, Windows Server (2012-2019), Microsoft Active Directory, Azure Active Directory, and Microsoft 365. Experience with user account setup in Microsoft/Azure Active Directory is required. A fundamental understanding of network structure and operations, including client-server applications, routers, switches, and network protocols. • Knowledge of telecommunications systems is a plus. • Ability to conduct research into a wide range of computing issues is required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly, business-friendly, and technical language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented, collaborative environment. • Excellent oral and written communication skills. Ability to work effectively under pressure, meet deadlines, organize and prioritize multiple tasks, follow instructions, collaborate with the public and colleagues, and maintain a professional demeanor. Demonstrates good judgment and decision-making skills. Important Notice: To ensure you receive all communications regarding your application, please add View email address on click.appcast.io to your safe sender list and regularly check your email (including your spam/junk folders). All important updates and requests will be sent from this address. Benefits Regular full-time employees are eligible for a range of benefits designed to support your well-being and work-life balance. Below is an overview of what we offer: Health & Wellness Medical Insurance: Comprehensive coverage that includes doctor visits, prescriptions, specialist care, and hospital services. We offer two health plan options to suit your needs. Dental Insurance: Coverage for routine check-ups, cleanings and other dental procedures. Vision Insurance: Coverage for eye exams, glasses and contact lenses. Wellness Program: Free access to the Town's Community Activity Center, participation in wellness challenges, and health resources to help you maintain a healthy lifestyle. Retirement & Financial Benefits Texas Municipal Retirement System (TMRS): Upon retirement the Town matches retirement contributions 2:1 to help you save for retirement. 457- Pre and Post Tax Deferred Compensation: Voluntary contributions to help you save for retirement. Disability Insurance: Long-term and optional short-term disability coverage in the case of illness or injury. Paid Time Off: Vacation: Paid vacation days each year to help you relax and recharge. Sick: Paid sick days each year for illness or medical appointments. Holidays: Paid time off for Town recognized holidays, such as New Year's Day, Christmas Eve & Christmas Day, and others. Work – Life Balance: Employee Assistance Program (EAP): Access to mental health support, financial planning resources and other services for you and your dependents. Various positions with the Town may have the opportunity for alternative work schedules. For details, please contact the Human Resources Department at View phone number on click.appcast.io or View email address on click.appcast.io. Town of Flower Mound