Systems Support Specialist

Position Summary

This position follows a skill-based pay plan, with earning potential based on the required skills.


Provides technical support services for hardware and software installation, configuration and troubleshooting for information systems.  Provide backup support services for systems engineers as needed.  Performs general administration and technical duties required to support activities and operations of the Information Technology Services Department.  Rotating on-call IT support for essential city functions is required.

Essential Functions

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Provides technical support to end users.
• Completes and documents technical work orders.
• Maintains inventory information including moves, vendor maintenance and support, installation documentation and other required information.
• Identifies and logs problems related to specific computer system applications and hardware.
• Installs and maintains technology that support city functions.
• Research product compatibility, technology development and other technical information.
• Performs desktop operating system and application system software upgrades and installations and firmware updates as directed.
• Troubleshooting various types of technology endpoints including but not limited to cellular, IP, and analog connected devices.
• Maintains updated support files for ITS and City staff including hardware drives, installation files and configurations, troubleshooting data, etc.
• Performs all other related duties as assigned.  This also includes special projects that will be assigned from time to time or recurring projects by manager.

Position Qualifications

Education: Bachelor’s Degree in STEAM (Science, Technology, Engineering, the Arts and Mathematics) related field. 

Any combination of related, education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job is an acceptable substitute for the above specified education and experience requirements.

Experience: Minimum of one (1) year of general IT support experience required.

Licenses and Certifications: MCP Certification, and A+ certification preferred

Conditions of Employment: Must submit to and pass a criminal background and pre-employment drug test. Must possess a valid State of Texas Drivers License Class “C” and good driving record as defined by City policy. An applicant who does not possess a Texas Driver's License or proper class, will be allowed ten (10) working days after a job offer is made to obtain proper licensing.

Other Requirements: This position is subject to emergency operations. Must be available to respond to after-hours call-backs to work within 15 minutes. The individual holding this position will be required to work as usual or as needed: during emergency operations, in preparation for prolonged emergency operations and/ or during recovery from prolonged emergency operations as directed by his/her direct supervisor, Department Head or designee, or the City Manager or designee.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES
Knowledge of:  Basic network functionality, protocols and IP telephony; PC related hardware, software products, and basic troubleshooting; current technology and troubleshooting methods; Microsoft operating systems with work experience in configuring and troubleshooting application. 

Skilled In: Use and assist users on products such as desktop applications and hardware; use and assist users on products such as desktop applications and hardware; learning new technical skills quickly and efficiently; use of personal computer including productivity products, e-mail and PC connectivity; PC hardware maintenance and troubleshooting; accepting responsibility for his/her actions; performing work accurately and thoroughly; following instructions, safety practices, and standard operating procedures in performing assigned tasks; communicating effectively, clearly, and concisely both orally and in writing; being punctual and attending work regularly; and working effectively with people regardless of their race, sex, color, religion, national origin, age, disability, gender identity or expression, sexual orientation, veteran' s status, genetics, or job type.

Physical Demands and Working Conditions: This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures. 

The City of Lewisville has reviewed this job description to ensure that essential functions and basic duties have been included. The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all functions, responsibilities, skills, and abilities, which may be required. Additional functions and requirements may be assigned by supervisors as deemed appropriate. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.

Levels of positions within a class series are distinguished by the level of responsibility assumed, the complexity of duties assigned, the independence of action taken, the nature of the public contact made, and the impact and span of tasks performed.

This job description is not an employment agreement or contract.  The City of Lewisville has the exclusive right to alter this job description at any time without notice.

Work Hours

Monday-Thursday 7:30am-5:30pm, Friday 7:30am-11:30am.