City of Schertz
POSITION SUMMARY:
Under general supervision, is responsible for providing technical software and hardware support and informal training on hardware and software use in response to customer requests. Provides support on a broad range of client hardware and software products. Responsible for tracking and communicating status of response to incidents/problems. Configures and installs desktop PCs, VoIP telephones, peripheral equipment, laptops and other mobile devices. Follows established procedures for performing configuration changes, updates and upgrades. Responsible for providing audio/visual support throughout the City. Assists in the deployment of new images, software/hardware upgrades and fixes. Exercises no supervision.
Works with broad range of infrastructure products and basic networking components. Provides maintenance and support for moderately complex to complex client products. Works on one or more projects concurrently as project team member. This position may be filled as an IT Support Specialist or a Senior IT Support Specialist.
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Problem Resolution: Responds to Tier I support requests via multiple sources such as workorders, phone, email and walk-ins. Enters request data into the tracking system. Interacts with customers in a courteous and professional manner. • Troubleshoots problems, evaluating multiple options to resolve customer problems using checklists, written scripts and online resources as guides. Researches trouble issues at the direction of others. Documents problem status and resolution using the work order tracking system. Escalates to next Tier support when necessary. • Problem Resolution - Communications: Documents incident/problem status and resolution in tracking system. Alerts team members about recurring problems. Documents solutions to common problems and responses to frequently asked questions. Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity. May provide on-the-spot training to customers. Identifies recurring problems and notifies team members. • Hardware and Software Installation and Configuration: Configures and installs desktop PCs, peripheral equipment, laptops, VoIP telephones and other mobile devices. Follows established procedures for performing configuration changes, updates and upgrades. Assists in the deployment of new images, software/hardware upgrades and fixes. • Integration Testing: Participates in integration testing. • Business Continuity: Assists customers with recovery issues as necessary. • Provide 24/7 support for ongoing City operations as required. Must be willing to provide support after hours or on holidays as part of an on-call rotation schedule. • Technical Support for Meetings: Plans and provides meeting technology support where needed and insures that all technical resources are function for meetings to include video conferencing, audio / video recording, lighting, etc. • Performs related duties and fulfills responsibilities as required.
EDUCATION AND EXPERIENCE REQUIRED: • Associate's Degree from an accredited college or university in a technology-related field OR two (2) years of technical software and hardware support experience. • Applicants for this position must pass a drug screen and a Criminal Justice Information Systems (CJIS) fingerprint-based background check.
CERTIFICATIONS AND LICENSES: • Valid Driver's License • A+ Certification preferred or capable of obtaining certification within 12 months of hire date.
To view the full Job Description, click the attachment.
The salary information listed is based on position, qualification, and level of experience.
Job Post Closing Date: August 21, 2025
Under general supervision, is responsible for providing technical software and hardware support and informal training on hardware and software use in response to customer requests. Provides support on a broad range of client hardware and software products. Responsible for tracking and communicating status of response to incidents/problems. Configures and installs desktop PCs, VoIP telephones, peripheral equipment, laptops and other mobile devices. Follows established procedures for performing configuration changes, updates and upgrades. Responsible for providing audio/visual support throughout the City. Assists in the deployment of new images, software/hardware upgrades and fixes. Exercises no supervision.
Works with broad range of infrastructure products and basic networking components. Provides maintenance and support for moderately complex to complex client products. Works on one or more projects concurrently as project team member. This position may be filled as an IT Support Specialist or a Senior IT Support Specialist.
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Problem Resolution: Responds to Tier I support requests via multiple sources such as workorders, phone, email and walk-ins. Enters request data into the tracking system. Interacts with customers in a courteous and professional manner. • Troubleshoots problems, evaluating multiple options to resolve customer problems using checklists, written scripts and online resources as guides. Researches trouble issues at the direction of others. Documents problem status and resolution using the work order tracking system. Escalates to next Tier support when necessary. • Problem Resolution - Communications: Documents incident/problem status and resolution in tracking system. Alerts team members about recurring problems. Documents solutions to common problems and responses to frequently asked questions. Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity. May provide on-the-spot training to customers. Identifies recurring problems and notifies team members. • Hardware and Software Installation and Configuration: Configures and installs desktop PCs, peripheral equipment, laptops, VoIP telephones and other mobile devices. Follows established procedures for performing configuration changes, updates and upgrades. Assists in the deployment of new images, software/hardware upgrades and fixes. • Integration Testing: Participates in integration testing. • Business Continuity: Assists customers with recovery issues as necessary. • Provide 24/7 support for ongoing City operations as required. Must be willing to provide support after hours or on holidays as part of an on-call rotation schedule. • Technical Support for Meetings: Plans and provides meeting technology support where needed and insures that all technical resources are function for meetings to include video conferencing, audio / video recording, lighting, etc. • Performs related duties and fulfills responsibilities as required.
EDUCATION AND EXPERIENCE REQUIRED: • Associate's Degree from an accredited college or university in a technology-related field OR two (2) years of technical software and hardware support experience. • Applicants for this position must pass a drug screen and a Criminal Justice Information Systems (CJIS) fingerprint-based background check.
CERTIFICATIONS AND LICENSES: • Valid Driver's License • A+ Certification preferred or capable of obtaining certification within 12 months of hire date.
To view the full Job Description, click the attachment.
The salary information listed is based on position, qualification, and level of experience.
Job Post Closing Date: August 21, 2025