It Specialist - Infrastructure (Desktop Support)

Salary :

$56,472.00 - $66,305.00 Annually

Location :

611 Walker Street

Job Type:

Full Time

Job Number:

33728

Department:

Houston Information Technology Services

Division:

HITS - ENTERPRISE INFRASTRUCTURE SERVICES (EIS)

Opening Date:

08/22/2024

Closing Date:

9/22/2024 11:59 PM Central

POSITION OVERVIEW

Applications accepted from: ALL PERSONS INTERESTED
Job Classification: IT SPECIALIST - INFRASTRUCTURE (DESKTOP SUPPORT)
Posting Number: 33728
Department: HOUSTON INFORMATION TECHNOLOGY SERVICES
Division: ENTERPRISE INFRASTRUCTURE SERVICES (EIS)
Reporting Location: 611 WALKER, HOUSTON, TX 77002

Workdays & Hours: MONDAY - FRIDAY 8:00 AM - 5:00 PM* *Subject to Change

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS

GENERAL SUMMARY:
The purpose of this position is to ensure the IT and Operational Technology (OT) infrastructure (hardware, software, voice and data networks, storage, servers, mobile and wired telephony) is maintained and works reliably to meet business needs by providing day-to-day operational support for existing infrastructure services and end-user support for those services; able to fully perform technical assignments with low complexity and project-based work to promote the effective use of new and existing technology.

RESPONSIBILITIES/DUTIES:
CUSTOMER SERVICE:

Provides on-site or remote access diagnoses and resolution to hardware and software problems by responding to service desk requests and planned work requests. Manages service requests with low complexity through resolution or escalation to another team member by performing work in a manner that minimizes disruption to existing business use; working with external suppliers for the ongoing support and maintenance of relevant hardware and software; participating in an On-Call rotation with other infrastructure staff; and keeping users at all levels of the organization informed of progress or problem resolution.

MAINTENANCE:

Serves as technical specialist by overseeing a variety of analytical and technical assignments of low complexity; providing subject matter expertise and advice for assigned technology and infrastructure systems; planning, managing, and implementing infrastructure projects and upgrades; and assisting in the design and documentation of infrastructure processes, procedures, and standards. Ensure effectiveness of infrastructure by performing preventive maintenance work; monitoring a variety of hardware, software, and network systems in the existing information technology infrastructure; diagnosing problems; working with external vendors and COH departments; and supporting and backing-up a variety of technologies, business units, and systems. Ensure availability of infrastructure services by implementing, monitoring, and supporting servers, storage, telephony and other services and infrastructure software platforms including but not limited to server / client operating systems, reporting platforms, messaging and database services, network configuration, web proxies and other software-based systems.

ADMINISTRATION:

Facilitates management of future problems by preparing clear and concise documentation; maintaining appropriate records of time spent, actions taken, and item status; assisting in designing and documenting infrastructure processes, procedures, and standards; maintaining and preparing system and software documentation; providing training or arranging for vendor training for system users. Ensures infrastructure and data is kept secure by keeping track of assets, developing operational, installation, configuration, and upgrade documentation for communication systems, hardware, network, security, storage, software, and other computer related systems.

TEAM EFFORT:

Contributes to team effort by accomplishing related results and performing related responsibilities as needed.

WORKING CONDITIONS

This position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort in a normal office environment. The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal. There may be sources of discomfort, i.e., outdoor installations, hot/cold temperature, and humid/wet conditions. Hands-on environment. May have on-call responsibilities and rotating shifts.

MINIMUM REQUIREMENTS

EDUCATION

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

Related professional experience may be substituted for the education requirement on a year-for-year basis.

EXPERIENCE

At least three (3) years of technology experience supporting IT infrastructure including networks, security, and hardware.

System-specific technical certifications may be considered for substitution for 1 year of experience.

LICENSE

A valid Texas Driver License and compliance with the City of Houston's policy on driving (AP 2-2).

PREFERENCES

**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. **

Preferences shall be given to those with the following skill sets:
Minimum 3 years of professional experience do you have in Hardware / OS / Application / Software / Troubleshooting and MACs (Moves Adds Change) PCs
Minimum intermediate level of knowledge installing and troubleshooting Windows 10 Microsoft Office Suite.
Strong familiarity with Zoom and Microsoft Teams
Excellent written and verbal communication, with strong customer service and interpersonal skills.
Strong analytical and problem-solving skills.
Must be knowledgeable in LAN/WAN environments.
Fluency with Windows usage and troubleshooting.
Familiarity with administering cloud platforms, such as eDiscovery tools.
Available for occasional after-hours requests and coordination.
Experience creating instructional video content.

GENERAL INFORMATION

SELECTION / SKILLS TESTS REQUIRED Department may administer skills assessment test. SAFETY IMPACT POSITION - NO

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test. 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.
PAY GRADE: 22

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) 393-0450.If you need special services or accommodations, call (832) 393-0450. (TTY 7-1-1). If you need login assistance or technical support call ******** .

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. EOE Equal Opportunity Employer 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.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.

Benefits include:
• Medical
• Dental
• Vision
• Wellness
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Flexible schedules
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Healthcare Flexible Spending Account

For plan details, visit

01

Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

Yes
No

02

Which best describes your education?

High School Diploma/GED
Associate degree
Bachelor's Degree
Master's Degree or Beyond
None of the Above

03

Which best describes your experience supporting IT infrastructure including networks, security, and hardware?

Less than 3 years of experience
3 years of experience
4 years of experience
5 years of experience
6 years of experience
7 years of experience
8 years of experience
9 years of experience
10 or more years of experience
I have no experience supporting IT infrastructure including networks, security, and hardware

04

How many years of professional experience do you have in Hardware / OS / Application / Software / Troubleshooting and MACs (Moves Adds Change)?

Less than 3 years of experience
3 years of experience
4 years of experience
5 years of experience
6 years of experience
7 years of experience
8 years of experience
9 years of experience
10 or more years of experience
I have no professional experience do you have in Hardware / OS / Application / Software / Troubleshooting and MACs (Moves Adds Change)

05

Give a brief explanation of your professional experience supporting Hardware / OS / Application / Software / Network Installation / Troubleshooting and MACs (Moves Adds Change).

06

Identify your level of knowledge installing and troubleshooting Windows 10 Microsoft Office Suite?

Beginner
Intermediate
Advanced
I have no experience with installing and troubleshooting Windows 10 Microsoft Office Suite.

07

Please indicate your level of familiarity with Microsoft Teams and Zoom?

Beginner
Intermediate
Advanced
I have no experience with Microsoft Teams and Zoom.

08

Are you willing to work an on-call schedule?

Yes
No

09

The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal. Are you able to meet the physical requirements of this position?

Yes
No

10

Please provide a list of all valid certifications you currently hold and their validity date(s). (A response indicating "see resume" may delay review of your application.)

11

Do you have a valid Texas Driver's License or the ability to obtain one within 30 days of your employment?

Yes
No

Required Question