IT SPECIALIST - CLIENT SUPPORT
Company: City of Houston
Location: Houston , TX
Category: Customer Service, Professional, Information Technology
Job Type: Full Time
Pay Amount: $690 to $864 / Week
Posted: 9/26/2019
JOB DESCRIPTION:

Section: IT/Digital Strategies                

  • Workdays & Hours: Monday - Friday 10:00 AM – 7:00 PM (Subject to Change)
                                                                                  

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

  • Houston Public Library seeks energetic, self-motivated, customer service oriented individual who can work in the capacity of IT Specialist - Client Support. The person hired for this position will perform the following functions:
  • Driving is an essential function of this position, as the selected candidate will frequent different Houston Public Library locations, and therefore must have a valid Driver's License and be compliant with the City of Houston policy on driving (AP 2-2).
  • Responsible for supporting HelpDesk operations ensuring that all calls and emails to the helpdesk are handled in a timely and professional manner for the Houston Public Library Department.
  • Assist with and perform troubleshooting for a wide variety of applications, hardware and software, including facilitating client support requests to repair, install, move, or change computer hardware, applications and other system requests.
  • Resolve most issues over the phone with users and using remote support tools and ensures customer satisfaction with resolution and services provided.
  • Handle calls and emails everyday regarding anything from network outages, email issues, password resets and other application issues.
  • Work collaboratively with other IT employees and other divisions in the department to resolve issues in a timely manner.
  • Function as Tier 2 support at the HelpDesk and engages the appropriate support teams to resolve support requests.
  • Work in special projects and other duties as assigned.

 
WORKING CONDITIONS

  • The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, and extensive use of a computer display terminal. May have on-call responsibilities and rotating shifts.   

 

SALARY INFORMATION         

  • Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

 

JOB REQUIREMENTS:

EDUCATION REQUIREMENTS

  • Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.
     

EXPERIENCE REQUIREMENTS

  • At least two (2) years of technology experience providing end-user support in an IT Service Desk environment. 
  • Related professional experience may be substituted for the education requirement on a year-for-year basis.


PREFERENCES

  • Preference will be given to applicants who have:
  • Call center/service desk background.
  • Excellent customer service attitude.
  • **Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**


APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
 
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-1439.

If you need special services or accommodations, call 832-393-1439 (TTY 7-1-1).

If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
 

EEO Equal Employment Opportunity

The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

ADDRESS:
500 McKinney St.
Houston, TX
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