Job Details

Technology Support Specialist

Serving as a senior advisor to the IT Manager, the Technology Support Specialist's role is to assist in the development, configuration, deployment, and maintenance of all Commissioner's Precinct One Technology. That includes configuring, installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware, software, and equipment while ensuring optimal system(s) performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance where required.

The mission of the Office of Commissioner Rodney Ellis is committed to becoming a national model for delivering responsive public service that utilizes inclusive, innovative, and collaborative approaches to improve the quality of life, advance equality of opportunity, and promote the fair treatment of all people in Harris County. Key areas of focus for our organization include, but are not limited to:

• Advancing more effective, fair and equitable criminal justice system.
• Furthering economic justice, equity, and opportunity for all Harris County residents, especially those often and historically left behind by government programs.
• Ensuring equitable outcomes in health and access to quality, affordable healthcare
• Fighting for environmental and climate justice that keeps all communities safe and healthy.
• Equitably investing in developing and maintaining resilient infrastructure and transportation for the 21st century
• Building and defending voting rights and a democracy that ensures equitable representation.
• Progressing equity and social and racial justice as common threads through all areas of public policy and public service.

Essential duties and responsibilities include:

• Strategy & Planning: Support development and implementation of new technology projects, software/managed services, and new hardware installations. Assist in developing long-term strategies and capacity planning for meeting future technology needs.
• Asset Management: Maintain an accurate inventory of all technology assets. Ensure all onboarding and offboarding equipment is accurately documented. Ensure that repair tools, parts, and components are available for the timely resolution of service tickets.
• Operational Management: Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users. Recommend and implement corrective solutions, including off-site repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end user software, hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to meet internal (and external) SLA. Develop, configure, test, and install custom configurations and solutions based on various platforms and operating systems. Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment. Where required, administer and resolve issues with associated end-user workstation software products.
• Ticket-Based Support Management: Process incoming repair tickets and prioritize them based on urgency and Memorandum of Understanding (MOU). Acknowledge ticket assignments, diagnose hardware & software issues, and follow standard operating procedures (SOPs) to troubleshoot and resolve issues. Update ticket statuses, resolutions, and repair timelines in the ticket management system.
• Laptop & PC Imaging and Repair: PC setup, re-image, application installation, and software break/fix for PCs. Troubleshoot and repair hardware & software issues for laptops and PCs, including screen repairs, hard drive replacements, motherboard repairs, power issues, and other component failures. Provide quick turnaround on repair requests to minimize client downtime.
• Audio/Visual Conferencing Support: Provide conference room and audio-visual assistance, ensuring seamless operation for meetings and presentations.
• Customer Communication: Provide clear, professional communication regarding ticket status, expected repair timelines, and troubleshooting instructions to customers. Follow up with clients to ensure satisfaction with repairs and that all issues are resolved.
• Repair Documentation & Reporting: Document repair activities and solutions within the ticketing system, ensuring all information is accurate and up to date. Escalate complex issues to senior technicians when necessary while maintaining ownership of the initial ticket.
• Advanced Technology Support: Advanced support one or more elements of the Technology stack (VPC, SharePoint, Website Management, Power Platforms, etc).
• Adherence to MOUs: Meet repair timeframes as defined by MOUs to ensure customer satisfaction and minimal device downtime. Manage and resolve multiple tickets simultaneously while maintaining quality standards. Meet the requirements of any MOUs between Office of Commissioner Rodney Ellis Precinct One and any Harris County Department as needed. Other duties as assigned.

Education: Bachelor's Degree in a Technology or related field from an accredited college or university. At least seven (7) years of experience may substitute for degree. Experience: Minimum of five (5) years of increasing responsibility experience in Information Technology or related field. Experience and knowledge of asset management, databases, and information systems. Experience with IT service delivery (ticketing) systems. Knowledge, Skills, and Abilities: Familiar with conferencing systems. Knowledge of PC and desktop hardware to include setup, re-image, application installation, and software break/fix for PCs. Knowledge of PC internal components. Familiar with Active Directory, File and Print Services. Hands-on hardware troubleshooting experience. Technology equipment support experience. Working technical knowledge of current network protocols, operating systems, and standards. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation and Original Equipment Manufacturer (OEM) guides. Able to work independently and as part of a team, including across multiple locations. Ability to prioritize tasks in a fast-moving environment. Additional skillsets as mentioned in the Preferences.

Preferred Experience: Expert experience Helpdesk (end-user) support. Previous intermediate experience in or more of the following: Virtual Private Cloud (VPC) configuration, Website Administrator, SharePoint, SQL, MS Power Platform (PowerBI, PowerAutomate).

Position Type and Typical Hours of Work: Full-time | Regular. Work Environment & Physical Demands: Some work may involve a combination of both office and field environments. Sitting, standing, or walking for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals, at least 15lbs or more. In-district travel is required for the purpose of on-site hardware and software troubleshooting and repair.

What you get in return: You will be surrounded by coworkers who bring their best daily. Passionate people who want to make a difference in the communities Precinct One serves and Harris County as a whole. Harris County employees receive a competitive salary plus medical, dental, and vision insurance at no cost to the employee after the first two months of full-time continued employment. Vacation, sick time, and floating holidays allow our employees to recharge and balance work and personal time. Mandatory participation in our retirement program allows employees to save for retirement. Various other benefits and discounts lead to the satisfaction and engagement of our employees.