Desktop Support Technician III
Desktop Support Technician III
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Job Description
Position Description
About the Office of Commissioner Rodney Ellis
There are four precincts in Harris County. The four elected commissioners along with an elected county judge serve as members of Harris County Commissioners Court the administrative head of the countys government. Commissioner Rodney Ellis represents the constituents of Precinct One.
With approximately 1.17 million residents Harris County Precinct One is a diverse urban precinct that covers 363 square miles. Precinct Ones multiracial multiethnic population is roughly 33 percent African American 38 percent Latino 21 percent Anglo 6 percent Asian and 2 percent other or multiple races. Precinct One stretches south to Brazoria County and reaches into eastern and northern sections of Harris County. The Precincts territory includes a large section of Downtown Houston including the Downtown Harris County Courthouse Complex Toyota Center Minute Maid Park and the BBVA Compass Stadium. Other notable landmarks include the 263acre NRG Park Complex and the renowned Texas Medical Center. The Precinct is also the higher educational home to Houston Community College Rice University Texas Southern University the University of Houston and the University of St. Thomas. Precinct One manages more than 21 parks 10 community centers numerous hikeandbike trails three maintenance service centers and several area offices all of which provide an array of services to Precinct One residents.
The Mission of the Office of Commissioner Rodney Ellis
The Mission of the Office of Commissioner Rodney Ellis
Commissioner Rodney Ellis Office is committed to becoming a national model for delivering responsive public service that utilizes inclusive innovative and collaborative approaches to improve the quality of life advance equality of opportunity and promote the fair treatment of all people in Harris County. Key Ares of focus for our organization include but are not limited to:
Advancing more effective fair and equitable criminal justice system.
Furthering economic justice equity and opportunity for all Harris County residents especially those often and historically left behind by government programs.
Ensuring equitable outcomes in health and access to quality affordable healthcare
Fighting for environmental and climate justice that keeps all communities safe and healthy.
Equitably investing in developing and maintaining resilient infrastructure and transportation for the 21st century
Building and defending voting rights and a democracy that ensures equitable representation.
Progressing equity and social and racial justice as common threads through all areas of public policy and public service.
What you will do at Precinct One:
The Desktop Support Technician role is to configure deploy maintain and support computer workstations laptops printers mobile devices phones and other computer and telecommunications equipment. That includes installing diagnosing repairing maintaining and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person by telephone or via work order) in a timely and accurate fashion and provide enduser assistance where required.
Essential Duties and Responsibilities
- Strategy & PlanningSupport development and implementation of new computer projects software/ managed services and new hardware installations. Assist in executing shortterm strategies and efforts for meeting hardware and organizational needs.
- Maintain an accurate inventory of all technology assets.
- Ensure all onboarding and offboarding equipment is accurately documented.
- Ensure that repair tools parts and components are available for the timely resolution of service tickets.
- Perform onsite analysis diagnosis and resolution of complex desktop problems for end users.
- Recommend and implement corrective solutions including offsite repair for remote users as needed.
- Install configure test maintain monitor and troubleshoot end user and network hardware peripheral devices printing/scanning devices presentation equipment software and other products in order to deliver required desktop service levels.
- Construct install and test customized configurations based on various platforms and operating systems.
- Collaborate with Technology team members to ensure efficient operation of the organizations desktop computing environment.
- Where required administer and resolve issues with associated enduser workstation network software products.
- Receive and respond to incoming calls pages and/or work orders regarding desktop problems.
- Process incoming repair tickets and prioritize them based on urgency and Memorandum of Understanding (MOU)
- Acknowledge ticket assignments diagnose hardware & software issues and follow standard operating procedures (SOPs) to troubleshoot and resolve issues.
- Update ticket statuses resolutions and repair timelines in the ticket management system.
- PC setup reimage application installation and software break/fix for PCs
- Troubleshoot and repair hardware & software issues for laptops and PCs including screen repairs hard drive replacements motherboard repairs power issues and other component failures.
- Provide quick turnaround on repair requests to minimize client downtime.
- Provide conference room and audiovisual assistance ensuring seamless operation for meetings and presentations.
- Provide clear professional communication regarding ticket status expected repair timelines and troubleshooting instructions to customers.
- Follow up with clients to ensure satisfaction with repairs and that all issues are resolved.
- Document repair activities and solutions within the ticketing system ensuring all information is accurate and up to date.
- Escalate complex issues to senior technicians when necessary while maintaining ownership of the initial ticket.
- Meet repair timeframes as defined by MOUs to ensure customer satisfaction and minimal device downtime.
- Manage and resolve multiple tickets simultaneously while maintaining quality standards.
- Meet the requirements of any MOUs between Harris County Commissioner Precinct One and any Harris County Department as needed.
- Other duties as assigned
Harris County is an Equal Opportunity EmployerRequirements
Education:
- High school diploma or equivalentfrom an accredited college or university
- One year of specialized training or certificate beyond high school in PC repair computer software/hardware applications or network administration.
Experience:
- Three (3) years of increasing responsibility experience in Information Technology or related field.
- Experience and knowledge of asset management databases and information systems.
- Experience with IT service delivery (ticketing) systems
Knowledge Skills and Abilities:
- Familiar with conferencing systems
- Knowledge of PC and desktop hardware to include setup reimage application installation and software break/fix for PCs
- Knowledge of PC internal components
- Familiar with Active Directory File and Print Services.
- Handson hardware troubleshooting experience.
- Technology equipment support experience
- Working technical knowledge of current network protocols operating systems and standards.
- Ability to operate tools components and peripheral accessories
- Able to read and understand technical manuals procedural documentation and Original Equipment Manufacturer (OEM) guides.
- Able to work independently and as part of a team including across multiple locations
- Ability to prioritize tasks in a fastmoving environment
NOTE:Qualifying education experience knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentationbutONLY information stated on the application will be used for consideration. See Resumewill not be accepted for qualifications.Preferences
Education:
- Associates degree in Information Technology or a related field from an accredited college or university(preferred)
Experience:
- Two (2) relevant IT certifications such as CompTIA A Network Server Linux Cisco Microsoft Certified: AZ104 MCTS MCITP MCP MCSA MCSE 365 or Administrator.(preferred)
License:
- SharePoint experience(preferred)
General Information
Position Type and Typical Hours of Work:
- Fulltime Regular
Work Environment & Physical Demands:- Some work may involve a combination of both office and field environments
- Sitting standing or walking for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard mouse power tools and other computer components
- Lifting and transporting of moderately heavy objects such as computers and peripherals at least 15lbs or more.
- Indistrict travel is required for the purpose of onsite hardware and software troubleshooting and repair
What You Get in Return
You will be surrounded by coworkers who bring their best daily. Passionate people who want to make a difference in the communities Precinct One serves and Harris County as a whole.You will be in a missiondriven organization surrounded by colleagues who bring their best to work each day and collaborate to make a difference in the communities Precinct One serves along with Harris County as a whole.
Harris County employees receive a competitive salary plus medical dental and vision insurance at no cost to the employee after the first two months of fulltime continued employment. Vacation sick time and floating holidays allow our employees to recharge and balance work and personal time. Mandatory participation in our retirement program allows employees to save for retirement. Various other benefits and discounts lead to the satisfaction and engagement of our employees.How to apply
If this job sounds interesting you meet the required qualifications and you can see yourself working for Precinct One we invite you to apply.
Required Experience:
IC
Employment Type
Full-Time
