Dallas County
IT SUPPORT SPECIALIST SENIOR.7044100
Dallas County, Dallas, Texas, United States, 75215
Job Description - IT SUPPORT SPECIALIST SENIOR
(24001942)Work Locations
DATA SERVICES - 500 Elm St, Ste 6400 - DallasOrganization
INFO TECH SERVICESBrief Description
Ensures proper computer operations for end users to accomplish business tasks. Resolves escalated end user help requests within established procedures. Provides support through coordinating computer moves, add-ons, changes, software upgrades, and configuration enhancements. Management Scope: May supervise and/or lead activities of IT Support Specialist I/II; leads helpdesk and desktop teams on medium and high priority projects.Detailed Description
Records, tracks, and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken to final resolution. Maintains equipment inventory; creates and maintains technical documentation. Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices, and updating documentation as necessary. Leads and assists in providing support to level I and II when request volumes are high. Communicates potential or real customer satisfaction issues to managers and IT team members. Applies diagnostic utilities to aid in troubleshooting. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Evaluates documented resolutions and analyzes trends to prevent future problems. Notifies management of emerging trends. Assists with software releases and rollouts according to change management best practices. Performs hands-on solutions, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs anti-virus software and ensures virus definitions are up to date. Performs tests to ensure the problem has been adequately resolved. Performs post-resolution follow-up with technicians as required. Develops help sheets and FAQ lists for end users. Reinforces SLAs to manage end-user expectations. Performs other duties as assigned.Additional Details
An extensive pre-employment background investigation will be conducted on all applicants who have been offered a position with Dallas County. The hiring process involves successful completion of each step. The steps include: Criminal History Review, Traffic Violations Record, Review of Personal History Statement and Documents, Physical Examination, and Background Investigation. Dallas County is an Equal Employment Opportunity Employer. AmeriCorps, Peace Corps, National Service Alumni volunteers, and persons with a criminal background are encouraged to apply.
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(24001942)Work Locations
DATA SERVICES - 500 Elm St, Ste 6400 - DallasOrganization
INFO TECH SERVICESBrief Description
Ensures proper computer operations for end users to accomplish business tasks. Resolves escalated end user help requests within established procedures. Provides support through coordinating computer moves, add-ons, changes, software upgrades, and configuration enhancements. Management Scope: May supervise and/or lead activities of IT Support Specialist I/II; leads helpdesk and desktop teams on medium and high priority projects.Detailed Description
Records, tracks, and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken to final resolution. Maintains equipment inventory; creates and maintains technical documentation. Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices, and updating documentation as necessary. Leads and assists in providing support to level I and II when request volumes are high. Communicates potential or real customer satisfaction issues to managers and IT team members. Applies diagnostic utilities to aid in troubleshooting. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Evaluates documented resolutions and analyzes trends to prevent future problems. Notifies management of emerging trends. Assists with software releases and rollouts according to change management best practices. Performs hands-on solutions, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Installs anti-virus software and ensures virus definitions are up to date. Performs tests to ensure the problem has been adequately resolved. Performs post-resolution follow-up with technicians as required. Develops help sheets and FAQ lists for end users. Reinforces SLAs to manage end-user expectations. Performs other duties as assigned.Additional Details
An extensive pre-employment background investigation will be conducted on all applicants who have been offered a position with Dallas County. The hiring process involves successful completion of each step. The steps include: Criminal History Review, Traffic Violations Record, Review of Personal History Statement and Documents, Physical Examination, and Background Investigation. Dallas County is an Equal Employment Opportunity Employer. AmeriCorps, Peace Corps, National Service Alumni volunteers, and persons with a criminal background are encouraged to apply.
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