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Job Description
Requirements
MOS Codes: 3D190 (Air Force), 002776 (Navy)
Education and Experience : Associate's Degree or higher in Computer Information Systems, Microcomputer Technology, or a closely related field or a High School Diploma/GED and two (2) years of technical support, help desk, or call center customer service experience.
Licenses and Certificates : A Texas Class "C" Driver's License or equivalent issued by another state by time of appointment.
Special Requirements : Applicants for positions assigned to the Department of Information Technology Services must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months from hire and maintain CJIS eligibility. CJIS requirements are related to system access and the following list of convictions and/or deferred adjudications will result in failure of the CJIS background check and disqualification and termination from employment: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.
General Purpose
Under general supervision, provide first-tier support to customers on a variety of issues.
Typical Duties
Provide basic applications and hardware support. Involves: Communicate with users via telephone, e-mail, or in person. Ensure all new service requests and customer inquiries are logged into the Help Desk ticketing system. Prioritize and schedule requests and escalate issues when needed to appropriate IT staff. Provide feedback to customers on current service requests. Answer routine questions and recommend remedial action on the use of the assigned personal computer (PC) operating system and general business productivity applications software. Install and/or upgrade software and/or hardware. Implement file backups and configure systems and applications. Perform preventative maintenance including checking and cleaning workstations and peripherals. Apply diagnostic utilities to aid in the troubleshooting of reported issues. Test fixes to ensure issue(s) have been adequately resolved. Follow up on open requests by discussing them with technical support staff. Report status and completion information to the supervisor.
Assist with various other information services activities. Involves: Set up user accounts and shared resource accounts following established guidelines. Access software updates, drivers, knowledge bases, and frequently asked questions (FAQ) resources on the internet to aid in problem resolution. Develop help sheets and FAQ lists for end users. Record, track, and document the help desk problem-solving process; including all successful and unsuccessful decisions made and actions taken through to final resolution.
Perform other duties as required.
General Information
For a complete job specification click here .
Note: This is an unclassified contract position.
Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.
Note: This is a new advertisement for Support Services Specialist I. You must apply if you are still interested in this position.
Note: Applicants with a foreign degree must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.
A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.
To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.
Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.
Determined by agreement
Closing Date/Time: Continuous -
ABOUT THE COMPANY
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City of El Paso
Show moreTHE CITY OF EL PASO HAS IMPLEMENTED PROGRAMS TO INVEST IN ITS WORKFORCE, INCLUDING:
- Competitive wages
- Pension Plans
- Medical, Dental and Vision Coverage
- Health Savings Account
- Paid Time Off and Paid Parental Leave
- Quality Training and Tuition Assistance Programs
Mission:
Deliver exceptional services to support a high quality of life and place for our community.
Vision:
Develop a vibrant regional economy, safe and beautiful neighborhoods and exceptional recreational, cultural and educational opportunities powered by a high performing government.
Values:
Integrity, Respect, Excellence, Accountability, People
THE COMMUNITY
Located at the westernmost edge of Texas along the Rio Grande River, El Paso has long been recognized as one of the nation’s safest cities with a population of over 800,000. This thriving community is aptly referred to as the “Sun City” – a moniker derived from the 300+ days of sunshine experienced annually.
El Paso, the largest Texas City on the U.S./Mexico border and the sixth largest city in Texas, is a dynamic and vibrant community whose location on the border provides the City with a culturally diverse population and a rich heritage that embraces the past while building for the future.El Paso is filled with many attractions that residents and visitors enjoy alike. For sports enthusiasts, the City is home to The El Paso Chihuahuas, the Minor League baseball team and Triple-A affiliate of the San Diego Padres. El Paso is also home to Sun Bowl Stadium at UTEP where many events occur, including Division I college football games and other events, including the nationally televised Sun Bowl game held each year. UTEP is also the home of the legendary Don Haskins Center where Division I college basketball games are played. Residents and visitors may also take in an El Paso Locomotive FC soccer game or an El Paso Rhinos hockey game. Located in El Paso are amusement parks, water parks, state parks, museums, the El Paso Zoo and Botanical Gardens, and the El Paso Symphony Orchestra. At the heart of the City is the Franklin Mountains State Park, the largest urban state park in Texas.
Fort Bliss is the largest installation in the United States Army Forces Command and the second largest military installation in the Army overall with the largest being the adjacent White Sands Missile Range. Fort Bliss is an anchor of the local economy and its economic stability, as it is the single largest employer in the area supporting over 167,000 people with an annual economic contribution of over $25 billion. The City of El Paso strives to be the #1 City in America for Veterans to live. The City of El Paso has been recognized by the Texas Veterans Commission for its high Veteran Employment rate. The City government currently employs approximately 14% of veterans and has a Military and Veterans Affairs department.
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