IT Systems Support Specialist

Schedule: Monday-Friday 8am-5pm. After Hours On‑Call Rotation. Job Summary The IT Systems Support Specialist III serves as the primary point of contact for City of Bryan employees and end users, delivering exceptional front‑line technical support for desktops, laptops, mobile devices, printers, and all related peripherals. This role focuses on troubleshooting hardware and software issues, supporting network file and print services, and resolving a wide range of IT application problems to keep city operations running smoothly. Essential Job Functions Deliver prompt, courteous, expedient and professional end‑user support by monitoring and responding to IT support requests submitted via email, phone, or in‑person. Diagnose, troubleshoot, and resolve hardware, software, and network‑related issues. Escalate complex problems to the appropriate team, if needed. Accurately classify, track, monitor, and document support cases to ensure timely resolutions and maintain clear records of all actions taken. Install, upgrade, move, repair, and perform preventive maintenance on workstations, laptops, and peripheral devices. Research, recommend and implement solutions for hardware errors, software problems, and recurring technical issues. Deploy approved and licensed client software applications, including configuration, testing, and rollout of Microsoft operating systems and Microsoft 365/Office productivity tools. Maintain accurate IT asset inventory and strictly adhere to established standards for desktop and laptop hardware and software configurations. Stay current with industry trends, best practices, and emerging technologies through continuous learning, online training, and professional development. Collaborate effectively with colleagues and demonstrate regular, reliable attendance and responsiveness to work demands. Participate in a rotating 24/7 on‑call support schedule to provide timely assistance for critical systems. Perform related duties as required. Respond regularly and promptly to work. Minimum Qualifications Required: High School Diploma or GED. At least three (3) years of professional hands‑on experience involving computer maintenance, customer technical support, and LAN/WAN environments. Exceptional customer service and communication skills. Experience in a network environment utilizing, installing, troubleshooting, and updating the following systems and software: Windows Server 2022 or newer, Microsoft Exchange Server Subscription Edition (or equivalent Microsoft 365 environments including Exchange Online), Windows 11, and Microsoft 365 Apps in a networked setting. Preferred: Associate’s degree or higher in Computer Science, Information Technology or a closely related field. Background in PC support or a call center environment. Industry certifications such as CompTIA A+ or Microsoft. Knowledge, Skills & Abilities Knowledge of: Computer hardware, software, networking principles, and data processing techniques. Current IT operating procedures, troubleshooting methodologies, and industry best practices. Ability to: Provide exceptional customer service by taking full end‑to‑end ownership of support requests, proactively following technical issues from initial contact through to complete resolution, and ensuring high levels of end‑user satisfaction. Troubleshoot hardware and software issues efficiently, both independently and as part of a team. Learn new technologies and departmental processes quickly, adapt to changing priorities, and work effectively in a fast‑paced environment with frequent interruptions. Manage workload, set priorities, and consistently meet deadlines while maintaining high standards. Maintain absolute confidentiality of sensitive information, data, and materials. Anticipate problems, exercise sound judgment, and demonstrate initiative, ethical conduct, and creative problem‑solving. Build and maintain positive working relationships with colleagues, city staff, and external partners. Comply with all City and departmental policies, procedures, and safety practices. Demonstrate satisfactory performance and the initiative to take on new responsibilities. Demonstrate regular, reliable, and punctual attendance. Demonstrate collaborative, respectful, and productive work habits. Provide management with sound, positive advice, and information concerning the incumbent’s area of responsibility. Establish and maintain cooperative working relationships with those contacted in the course of work and communicate effectively with the public and other required entities. Skills: Excellent verbal and written communication skills with the ability to explain technical concepts clearly to non‑technical users. Superior customer service orientation, demonstrating tact, diplomacy, and a collaborative mindset. Strong analytical, problem‑solving, organizational, and time‑management skills. Licenses, Certifications & Special Requirements Required: Texas Class C driver’s license with a good driving record as measured by the City’s evaluation system. Ability and willingness to participate in a rotating on‑call schedule and respond to critical issues within established timeframes. Must be able to access Texas Criminal Justice Information Services (CJIS) System data. As a result, the person selected for the position cannot possess a felony or Class A misdemeanor conviction; or a Class B misdemeanor conviction within the past 10 years. Preferred: Additional certifications such as CompTIA A+, Microsoft, and/or Cisco. Physical Demands Physical demands include but are not limited to: sitting, talking, hearing, seeing, standing, walking, driving, stooping, kneeling, reaching, pushing, pulling, twisting, bending, crawling, climbing, and using hands and fingers to operate equipment and to regularly lift, carry, and/or move up to 25 pounds and occasionally up to 50 pounds. Working Conditions Work is performed primarily in an office setting or a well‑lit and temperature‑controlled working environment. At times, the position will be required to be in the field, and there will be exposure to inclement weather, temperature extremes, moving mechanical parts, electrical hazards, noise, vibration, dust, pollen, odors, fumes, and/or other irritating airborne particles. Use of City vehicles. Equipment Work shall be performed with tools, appliances, and equipment approved by those agencies and bodies that have control, authority, or approval of the design working ranges or limitations of those items; the employee has the responsibility to conform to those ranges and limitations. Equipment may include but is not limited to computers (desktops/laptops/tablets), monitors, printers, phones (desktop and mobile), copiers, scanners, fax machines, televisions, projectors, audio/video equipment, hand tools and City vehicles. #J-18808-Ljbffr City of Bryan