IT Systems Support Specialist

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. Performs related duties as required. Responds regularly and promptly to work. Minimum Qualifications 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. 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. #J-18808-Ljbffr