Support Services Specialist II

• Serves as subject matter expert, individually motivated and operating with a sense of urgency and personal accountability
• Provides end user computing equipment, software applications, and infrastructure support
• Troubleshoots and communicates with end users via software tools, telephone, or in person
• Installs and relocates end user computing equipment
• Performs preventative maintenance work on end user computing equipment
• Maintains accurate records of software/hardware installation and relocation
• Interacts with network infrastructure, applications, and other IT subject matter experts to resolve and/or identify and correct core problem
• Simulates or recreates user problems to resolve operating difficulties
• Deploys defined computing image configurations
• Responds to after-hour calls as needed to support service tickets
• Recommends systems modifications to reduce user problems
• Refers more complex problems to intermediate and/or senior level information technology staff
• Ensures appropriate handling and inventory of computing peripheral devices
• May mentor and train Support Services Specialist I staff
• Performs other related technology duties and projects as assigned

• Graduation from an accredited college or university with a relevant degree, 3-5 years of experience, or an equivalent combination of education and experience
• Strong knowledge of software packages and operating systems
• Strong skills training user on commercial software packages; strong skills troubleshooting and repairing end user computing equipment; strong skills installing hardware and software; strong skills completing routine upgrades and repairs on personal computers; strong skills in logical problem solving
• Ability to recognize problems and recommend solutions; ability to effectively communicate complex ideas in a clear and concise manner across functional and technical departments, both verbally and in writing; ability to establish and maintain effective working relationships with co-workers, stakeholders, County employees, Elected/Appointed Officials, outside organizations and agencies, vendors and the general public
• Demonstrates technological intuitiveness
• Must secure and maintain a favorable background investigation and clearance
• Must clear a pre-employment physical and a pre-employment drug screen test
• Must have available transportation during entire workday
• Required to travel to remote sites within Bexar County
• Must have valid driver's license, motor vehicle liability insurance and personal injury insurance
• Required to be on call 24 hours
• May be required to work more than 40 hours during the workweek
• May be required to work weekends
• This position may need to satisfy the requirement of completing and passing an assessment during the employment process

• ITIL certification

• Constantly working in indoor / telework conditions 
• Frequently moves items weighing up to 10-15 pounds
• Occasionally moves objects weighing up to 50 pounds
• Occasionally move about the office / telework office
• Frequently communicates with others using approved technological resources; must be able to exchange accurate information through designated systems within a timely manner
• Constantly operates a computer and other office productivity machinery
• Positions self to perform essential functions of the job in an office / telework environment 
• Must be able to remain in a stationary position
• Flexibility to achieve performance excellence in a telework arrangement
• Maintains County-issued equipment, software, data and supplies

Salary : $4,163