City of Frisco, TX
Technical Support Specialist II
City of Frisco, TX, Frisco, Texas, United States, 75034
Salary:
$25.99 - $37.69 Hourly
Location :
Frisco, TX
Job Type:
Full Time
Job Number:
202302005
Department:
Information Technology
Division:
MANAGEMENT INFORMATION SYS
Opening Date:
11/25/2024
Closing Date:
1/5/2025 10:58 AM Central
Summary
Summary:
Under general supervision of the MIS Supervisor/Desktop Administrator, or designee, the Technical Support Specialist II assists the Technical Support Specialist I's in providing escalated troubleshooting and resolution to City of Frisco systems and network users, provides telephone help desk and/or direct assistance and training to assist users in the most effective use of the City's Management Information Systems. Supports the Sr. Technical Support Specialist on deployment of technologies to support the goals of the City of Frisco. Areas of responsibility include desktop user support; configuration and deployment of communications hardware; first-level implementation and support of MS cloud technologies, and interfacing with third-party suppliers.
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description. Essential Job Functions & Other Important Duties
Essential Job Functions: Sets up, installs, upgrades, maintains, troubleshoots, and modifies computer hardware and software for personal desktop computer systems and laptops to best meet the end user needs. Includes, but not limited to conferencing equipment and related technologies, mobile device support and deployment. Take ownership of providing technical support to the desktop support team for issues unresolved in L1. Provides guidance and/or training to L1 technicians. Provides support to end users on a variety of issues from PC desktop or laptop mobile device software installation, software customizations, software and hardware failure analysis, printer support, PC peripheral support, and LAN connectivity support which may include wireless connectivity, mobile workforce devices, and collaboration devices. Analyzes and troubleshoots PC computer systems, hardware, and computer peripheral failures. Documents, maintains, upgrades, and/or replaces PC hardware and software systems. Installs and configures workstations and operating systems. Manages desktop problems to ensure timely and complete resolution. Works with end users and end user groups to evaluate and solve technical problems. Must be knowledgeable with PC administration concepts and practices. MS and Apple Desktop OS, MS Office environment. Provides computer help desk and on-site assistance to end users in troubleshooting and resolving computer programs, utilization, or modification issues. Conducts research of technical materials, professional journals, publications, and vendor materials to maintain and update knowledge of the information technology field, complete assigned or special assignments, review and recommend additional modifications, upgrades or new software and hardware to meet the needs and improve the efficiency and effectiveness of the City's automated management information systems. Other Important Duties:
May be required to work occasional early mornings, evenings, or weekend shifts. May be required to work occasional on-call shifts. Performs other related duties as assigned. Regular and consistent attendance for the assigned work hours is essential. Job Requirements
Knowledge, Skills, and Abilities:
Knowledge of hardware, software and peripheral equipment maintenance, repair, setup, modification and troubleshooting methods, practices, and procedures. Knowledge of Microsoft Endpoint Manager (formerly Intune), including Configuration Manager. Proficiency in setting up user accounts in Microsoft Active Directory, Microsoft 365, and Microsoft Exchange. Knowledge of PC administration concepts and practices. Must be familiar with LAN/WAN/VOIP/WWAN administration concepts and practices. MS Windows OS, Mac OS, MS Office environment, Active Directory, and M365. Proficient in the setup, installation, and maintenance of current Windows Desktop. Proficient in the setup, installation, and troubleshooting of Microsoft Office applications suite both desktop and mobile device versions (Microsoft 365 Office Apps). Proficiency set up and maintenance of printer devices and related equipment and management technology. Proficiency with computer asset inventory best practices. Knowledge of Microsoft Mobile Device Management software. Knowledge of DNS, DHCP, TCP/IP. Knowledge of customer service and training methods and practices. Knowledge of Android and iOS mobile platforms. Knowledge of City policies and procedures. Skill in responding, troubleshooting, and resolving technical automated management information systems issues over the telephone, electronically or on site. Skill in implementing departmental procedures and objectives. Skill in resolving customer complaints and concerns. Ability to communicate effectively, verbally and in writing. Education, Experience, and Certifications/Licenses:
Associate degree in Management Information Systems, Computer Science, or related field,
and
three years (3) years of LAN, WAN or Microsoft Software maintenance or help desk experience;
or
equivalent combination of education and experience that support the ability to perform the essential functions and/or skills of the job. CompTIA A+ and N+ certifications required or ability to obtain within 12 months. May be required to obtain applicable Microsoft and/or CompTIA certifications (M365, Azure, Security+) Must pass a pre-employment drug screen, criminal background check and MVR check. Must possess a valid State of Texas Driver's License.
Environmental Factors & Conditions/Physical Requirements
Environmental Factors and Conditions:
Work is performed in office and on-site environments. May be subject to exposure to extreme weather conditions when loading, unloading, transporting, or installing automated Management Information Systems and personal computer stations. May be subject to electrical currents and electrical shock.
Physical Demands:
This work typically requires the following physical activities to be performed. A complete description of the activities below is available upon request from Human Resources:
Balancing - maintain equilibrium to prevent falling while walking, standing, or crouching.
Climbing - ascending, descending ladders, stairs, ramps, requires body agility.
Crawling - moving about on hands, knees, or hands, feet.
Crouching - bending body forward by bending leg, spine.
Feeling - perceiving attributes of objects by touch with skin, fingertips.
Fingering - picking, pinching, typing, working with fingers rather than hand.
Grasping - applying pressure to object with fingers, palm.
Handling - picking, holding, or working with whole hand.
Hearing 1 - perceiving sounds at normal speaking levels, receive information.
Hearing 2 - receive detailed information, make discrimination in sound.
Kneeling - bending legs at knee to come to rest at knees.
Lifting - raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
Mental Acuity - ability to make rational decisions through sound logic, deductive reasoning.
Pulling - use upper extremities to exert force, haul, or tug.
Pushing - use upper extremities to press against objects with force, or thrust forward, downward, outward.
Reaching - extending hands or arms in any direction.
Repetitive Motion - substantial movements of wrists, hands, fingers.
Speaking - expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
Standing - for sustained periods of time.
Stooping - bending body downward, forward at waist, with full motion of lower extremities and back.
Talking 1 - expressing ideas by spoken word.
Talking 2 - shouting to be heard above ambient noise.
Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
Visual Acuity 2 - color, depth perception, field of vision.
Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
Visual Acuity 4 - operate motor vehicles/heavy equipment.
Visual Acuity 5 - close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts.
Walking - on foot to accomplish tasks, long distances, or site to site.
Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
City of Frisco benefits are available to all employees working full-time and scheduled to work at least 30 hours per week. More information is available at
01
Do you have a valid State of Texas Driver's License, if not can you obtain one within ninety (90) days of employment?
Yes No
02
Have you been convicted of a felony in the past 10 years?
Yes No
03
Do you have 12 months of customer service experience in a Microsoft software maintenance or computer hardware support role?
Yes No
04
Do you have any technical certifications (e.g., Microsoft or CompTIA)?
Yes No
05
Do you have knowledge of Microsoft Exchange administration concepts?
Yes No
06
Do you have knowledge of Microsoft Azure or Intune concepts?
Yes No
07
Do you have any experience supporting mobile devices?
Yes No
08
Do you have knowledge of Microsoft AD and 365 administration concepts?
Yes No
09
Do you have knowledge of Microsoft System Center Configuration Manager concepts?
Yes No
10
Do you have any experience working in a public safety environment (e.g. police or fire department settings)?
Yes No
11
Are you available for early morning, late evening, or weekend shifts, if necessary?
Yes No
Required Question
$25.99 - $37.69 Hourly
Location :
Frisco, TX
Job Type:
Full Time
Job Number:
202302005
Department:
Information Technology
Division:
MANAGEMENT INFORMATION SYS
Opening Date:
11/25/2024
Closing Date:
1/5/2025 10:58 AM Central
Summary
Summary:
Under general supervision of the MIS Supervisor/Desktop Administrator, or designee, the Technical Support Specialist II assists the Technical Support Specialist I's in providing escalated troubleshooting and resolution to City of Frisco systems and network users, provides telephone help desk and/or direct assistance and training to assist users in the most effective use of the City's Management Information Systems. Supports the Sr. Technical Support Specialist on deployment of technologies to support the goals of the City of Frisco. Areas of responsibility include desktop user support; configuration and deployment of communications hardware; first-level implementation and support of MS cloud technologies, and interfacing with third-party suppliers.
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position. Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description. Essential Job Functions & Other Important Duties
Essential Job Functions: Sets up, installs, upgrades, maintains, troubleshoots, and modifies computer hardware and software for personal desktop computer systems and laptops to best meet the end user needs. Includes, but not limited to conferencing equipment and related technologies, mobile device support and deployment. Take ownership of providing technical support to the desktop support team for issues unresolved in L1. Provides guidance and/or training to L1 technicians. Provides support to end users on a variety of issues from PC desktop or laptop mobile device software installation, software customizations, software and hardware failure analysis, printer support, PC peripheral support, and LAN connectivity support which may include wireless connectivity, mobile workforce devices, and collaboration devices. Analyzes and troubleshoots PC computer systems, hardware, and computer peripheral failures. Documents, maintains, upgrades, and/or replaces PC hardware and software systems. Installs and configures workstations and operating systems. Manages desktop problems to ensure timely and complete resolution. Works with end users and end user groups to evaluate and solve technical problems. Must be knowledgeable with PC administration concepts and practices. MS and Apple Desktop OS, MS Office environment. Provides computer help desk and on-site assistance to end users in troubleshooting and resolving computer programs, utilization, or modification issues. Conducts research of technical materials, professional journals, publications, and vendor materials to maintain and update knowledge of the information technology field, complete assigned or special assignments, review and recommend additional modifications, upgrades or new software and hardware to meet the needs and improve the efficiency and effectiveness of the City's automated management information systems. Other Important Duties:
May be required to work occasional early mornings, evenings, or weekend shifts. May be required to work occasional on-call shifts. Performs other related duties as assigned. Regular and consistent attendance for the assigned work hours is essential. Job Requirements
Knowledge, Skills, and Abilities:
Knowledge of hardware, software and peripheral equipment maintenance, repair, setup, modification and troubleshooting methods, practices, and procedures. Knowledge of Microsoft Endpoint Manager (formerly Intune), including Configuration Manager. Proficiency in setting up user accounts in Microsoft Active Directory, Microsoft 365, and Microsoft Exchange. Knowledge of PC administration concepts and practices. Must be familiar with LAN/WAN/VOIP/WWAN administration concepts and practices. MS Windows OS, Mac OS, MS Office environment, Active Directory, and M365. Proficient in the setup, installation, and maintenance of current Windows Desktop. Proficient in the setup, installation, and troubleshooting of Microsoft Office applications suite both desktop and mobile device versions (Microsoft 365 Office Apps). Proficiency set up and maintenance of printer devices and related equipment and management technology. Proficiency with computer asset inventory best practices. Knowledge of Microsoft Mobile Device Management software. Knowledge of DNS, DHCP, TCP/IP. Knowledge of customer service and training methods and practices. Knowledge of Android and iOS mobile platforms. Knowledge of City policies and procedures. Skill in responding, troubleshooting, and resolving technical automated management information systems issues over the telephone, electronically or on site. Skill in implementing departmental procedures and objectives. Skill in resolving customer complaints and concerns. Ability to communicate effectively, verbally and in writing. Education, Experience, and Certifications/Licenses:
Associate degree in Management Information Systems, Computer Science, or related field,
and
three years (3) years of LAN, WAN or Microsoft Software maintenance or help desk experience;
or
equivalent combination of education and experience that support the ability to perform the essential functions and/or skills of the job. CompTIA A+ and N+ certifications required or ability to obtain within 12 months. May be required to obtain applicable Microsoft and/or CompTIA certifications (M365, Azure, Security+) Must pass a pre-employment drug screen, criminal background check and MVR check. Must possess a valid State of Texas Driver's License.
Environmental Factors & Conditions/Physical Requirements
Environmental Factors and Conditions:
Work is performed in office and on-site environments. May be subject to exposure to extreme weather conditions when loading, unloading, transporting, or installing automated Management Information Systems and personal computer stations. May be subject to electrical currents and electrical shock.
Physical Demands:
This work typically requires the following physical activities to be performed. A complete description of the activities below is available upon request from Human Resources:
Balancing - maintain equilibrium to prevent falling while walking, standing, or crouching.
Climbing - ascending, descending ladders, stairs, ramps, requires body agility.
Crawling - moving about on hands, knees, or hands, feet.
Crouching - bending body forward by bending leg, spine.
Feeling - perceiving attributes of objects by touch with skin, fingertips.
Fingering - picking, pinching, typing, working with fingers rather than hand.
Grasping - applying pressure to object with fingers, palm.
Handling - picking, holding, or working with whole hand.
Hearing 1 - perceiving sounds at normal speaking levels, receive information.
Hearing 2 - receive detailed information, make discrimination in sound.
Kneeling - bending legs at knee to come to rest at knees.
Lifting - raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
Mental Acuity - ability to make rational decisions through sound logic, deductive reasoning.
Pulling - use upper extremities to exert force, haul, or tug.
Pushing - use upper extremities to press against objects with force, or thrust forward, downward, outward.
Reaching - extending hands or arms in any direction.
Repetitive Motion - substantial movements of wrists, hands, fingers.
Speaking - expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
Standing - for sustained periods of time.
Stooping - bending body downward, forward at waist, with full motion of lower extremities and back.
Talking 1 - expressing ideas by spoken word.
Talking 2 - shouting to be heard above ambient noise.
Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
Visual Acuity 2 - color, depth perception, field of vision.
Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
Visual Acuity 4 - operate motor vehicles/heavy equipment.
Visual Acuity 5 - close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts.
Walking - on foot to accomplish tasks, long distances, or site to site.
Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
City of Frisco benefits are available to all employees working full-time and scheduled to work at least 30 hours per week. More information is available at
01
Do you have a valid State of Texas Driver's License, if not can you obtain one within ninety (90) days of employment?
Yes No
02
Have you been convicted of a felony in the past 10 years?
Yes No
03
Do you have 12 months of customer service experience in a Microsoft software maintenance or computer hardware support role?
Yes No
04
Do you have any technical certifications (e.g., Microsoft or CompTIA)?
Yes No
05
Do you have knowledge of Microsoft Exchange administration concepts?
Yes No
06
Do you have knowledge of Microsoft Azure or Intune concepts?
Yes No
07
Do you have any experience supporting mobile devices?
Yes No
08
Do you have knowledge of Microsoft AD and 365 administration concepts?
Yes No
09
Do you have knowledge of Microsoft System Center Configuration Manager concepts?
Yes No
10
Do you have any experience working in a public safety environment (e.g. police or fire department settings)?
Yes No
11
Are you available for early morning, late evening, or weekend shifts, if necessary?
Yes No
Required Question