NEOGOV · 13 hours ago
Support Services Specialist
Denton, TX
Full-time
Onsite
Senior Level
$25.84/hr - $33.59/hr
5+ years expNEOGOV is a company that provides technology services, and they are seeking a Support Services Specialist responsible for providing accurate and timely computer support to all members of the City of Denton Computer Network. The role involves receiving and addressing service calls, maintaining knowledge of various applications, and assisting with training and user support.
GovTechHuman ResourcesInformation TechnologySoftware
No H1B
Responsibilities
Receives incoming Call Center calls for service, evaluates, re-directs, and/or delivers first and second level support as necessary
Documents incoming Call Center calls for service and applies their resolution to the support knowledge base
To the extent practical, addresses and resolves calls for service on the first contact, via remote control if necessary
Maintains a working knowledge of Microsoft Office Applications including Outlook and other specialty applications, as necessary or assigned
Participates in the development and application of Call Center procedures and documentation
Demonstrates a familiarity in the use of all tablet, laptop, desktop, mobile data computer (MDC), and hand-held devices, as well as printers, scanners, and projectors; and be able to provide support and limited repair
Maintains and compiles daily and monthly production statistics, and produces weekly and monthly reports for the Support Services Manager
Maintains confidentiality on a need-to-know basis and removes sensitive information following standard procedures, if required
Assists with training activities as necessary
Assists users by installing PC-based applications requiring a high level of expertise
Provides advice, guidance, and training to users regarding computers and desktop applications
Maintains state-of-the-art knowledge of the information systems employed to provide quality, personal, and professional services to users
Assists in the development, testing, storage, retrieval and installation of desktop computer images that address the specific need of the user department
Establish new user network accounts and performs maintenance on existing accounts
In conjunction with user departments, analyzes, prepares, and submits recommendations for acquisitions and use of specialized computer hardware and software
When necessary, coordinates problem-solving efforts between users, vendors, and other Technology Services employees. At the request of user departments, may perform research on peripheral equipment and make recommendations
Maintains contact with user department personnel to assure system and desktop needs are met
Troubleshoots PC problems including connectivity and server access
Assists the Cyber Security Incident Response Plan (CSIRP) Team in meeting incident requirements
Provides information pertaining to the health and status of systems
Maintains appropriate record keeping in compliance with any applicable policies, laws, or other governing documents
Support and troubleshoot Virtual Private Network (VPN) connections
Maintains regular and punctual on-site attendance
Performs other duties as assigned
Qualification
Required
High School diploma or GED
Five to eight (5-8) years' experience involving technology services related support and PC experience
CompTIA A+ Certification
Excellent communication skills and the ability to effectively work with people in all levels of the organization
Ability to consistently demonstrate tact, courtesy, reliability and maturity while carrying out assigned duties
Ability to handle multiple projects and requests for assistance in an organized manner with little or no direct supervision
Ability to understand and carry out complex oral and written instructions
Ability to work in a 'team' environment
Excellent organizational skills
Ability to maintain regular and punctual attendance
Must have and maintain a valid Class 'C' Driver's License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class 'C' driver's license and state required minimum automobile liability insurance within 90 days of hire per state law)
Must pass a drug test, driver's license check, criminal history background check, and social security number verification check
Must be able to work overtime when requested
Must meet the Civilian Hiring Standards of the Denton Police Department
Preferred
Bilingual - Spanish and English
Degree in Computer Science or Network Administration
MCSE and A+ certifications
Extensive Call Center and User Support
Computer Training Administration
Proficient with Microsoft Office
Proficient with Windows
Proficient in the administration of Outlook
Proficient in the Administration of an Microsoft Network
Proficient in the employment of remote desktop support
Proficient in support and troubleshooting Virtual Private Networks (VPN)
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
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