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Dallas County · 1 day ago

0000009707.IT SUPPORT SPECIALIST SENIOR.INFO TECH - OPERATIONS

Dallas, TX

Full-time

Onsite

Mid, Senior Level

4+ years exp

Dallas County is seeking a Senior IT Support Specialist to ensure proper computer operations for end users. The role involves resolving escalated help requests, leading helpdesk teams, and providing technical support for software and hardware issues.

GovernmentInformation ServicesNon Profit

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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 problem has been adequately resolved

Performs post-resolution follow up with technicians as required. Develops help sheets and FAQ list for end users. Reinforces SLAs to manage end-user expectations

Performs other duties as assigned

Qualification

Microsoft Office 365Microsoft Windows 10ITIL principlesDiagnostic utilitiesAdvanced computer hardwareAnalytical skillsCustomer service orientationExceptional communicationInterpersonal skillsDocumentation skillsTime management

Required

Education and experience equivalent to a High School diploma/GED and four (4) years of related experience in modern desktop and server operating systems, industry-specific computer software including application support experience with Microsoft Office 365 and mainstream web browsers

May require working evenings and weekends, sometimes with little advanced notice

Rotating off hours and on-call support

Working knowledge of a range of diagnostic utilities, including remote access, ipconfig, trace route, and virus/malware utilities and removal tools

Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes

Exceptional written and oral communication skills

Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills

Strong documentation skills

Advanced knowledge of Microsoft Windows 10 operating systems and the Microsoft Office 365 suite of products

Knowledge of advanced computer hardware, including desktops, laptops and mobile devices

Maintain up-to-date knowledge of IT operating procedures and standards as well as changing technologies; willing to accept future training and certification

Ability to conduct research into a wide range of computing issues is required

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly, business-friendly and technical language

Highly self-motivated and directed

Keen attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment

Excellent interpersonal and organizational skills with ability to lead and supervise

Ability to serve as a liaison with developers, project managers and cross-functional teams

Strong analytical and problem-solving skills

Excellent time management skills with a proven ability to meet deadlines

Proficient with Microsoft Office Suite or related software

Must possess a valid Texas Driver's License and good driving record

Will be required to provide a copy of 10-year driving history

Must maintain a good driving record and remain in compliance with Article II, Subdivision II of Chapter 90 of the Dallas County Code

Individuals holding or considered for a position which has, or may have, access to criminal justice databases including the FBI Criminal Justice Information Systems, NCIC/TCIC and similar databases, must pass a national fingerprint-based records check prior to placement in such position and may be denied placement in such positions and/or access to such systems

Individuals must also maintain the ability to pass the records check while in the position or until such time that the Commissioners Court and the County Civil Service Commission deem this position no longer has this requirement

Physical requirements include occasional lifting/carrying of 5-10 lbs.; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate computer keyboard and basic office equipment

Subject to handling, walking, sitting, standing, bending and reaching to perform the essential functions