IT SUPPORT SPECIALIST II - III

JOB CLASS NUMBER: TEC124/TEC125

PAY GRADE: G12/G13

FLSA STATUS: Non-Exempt

BUSINESS UNIT NAME: IT Support

REPORTS TO: Assistant IT Director - Operations

SUPERVISORY WORK: None

STARTING PAY: $21.72 TO $34.08 PER HOUR, DOQ

SUMMARY
The Information Technology Department supports the diverse technology needs of all City of Amarillo departments. As a Support Specialist, you’ll play a key role in providing responsive, tier-2, onsite and remote support to end users across the organization, with a strong focus on customer service.

Our environment features a broad deployment of mostly Dell computers, Active Directory and Entra ID, Microsoft M365, and enterprise-grade VMware virtualization, including a robust VDI platform. You’ll be part of a modern, forward-thinking IT organization that values innovation and operational excellence.

Success in this role requires strong technical troubleshooting skills and sound judgment. It also calls for a resourceful and proactive mindset, with a willingness to take initiative, follow through on tasks, and uphold high standards by prioritizing quality and integrity in your work.

ESSENTIAL RESPONSIBILITIES

• Delivers superior customer service with a strong work ethic and commitment to integrity.
• Provides both onsite and remote tier-2 support to diagnose and resolve software, hardware, and peripheral issues; escalates unresolved problems to appropriate technical teams as needed.
• Operates the IT Help Desk as required, with a focus on delivering first-call resolution and minimizing downtime.
• Implements new technology solutions by consulting with users, gathering requirements, and performing installation, configuration, and testing.
• Maintains accurate documentation and inventory records.
• Installs and updates software, applies patches and upgrades, tests system changes, maintains backups, and coordinates with vendors or third-party providers when necessary.
• Deploys and supports a variety of devices including desktop/laptop workstations, printers, scanners, and related peripherals.
• Assists departments in evaluating and identifying technology needs and recommending appropriate solutions.
• Participates in an after-hours on-call rotation to support urgent or emergency issues.
• Performs other job-related duties as assigned.

MINIMUM REQUIREMENTS

• Minimum of two (2) years of documented, full-time work experience in an Information Technology organization, with a focus on troubleshooting and resolving technical issues.
• Working knowledge of Microsoft Windows operating systems and experience with Active Directory.
• Valid Texas Driver’s License required.
• Must be able to participate in an after-hours on-call rotation and work extended hours when occasionally needed.
• Must successfully pass a criminal background check due to the level of access to sensitive information. Eligibility for Criminal Justice Information Services (CJIS) system access is required and must be maintained throughout employment.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Microsoft Windows operating systems and Active Directory.
• Familiarity with industry-standard office productivity applications and enterprise computing environments.
• Strong analytical and problem-solving skills.
• Effective written and verbal communication skills.
• Ability to read, interpret, and apply technical documentation and reference materials.
• Proficiency in troubleshooting and repairing desktop and mobile computers, printers, and related peripherals.
• Ability to provide responsive, customer-focused support in a service-oriented IT organization.
• Capable of working independently or collaboratively as part of a team.

WORK ENVIRONMENT

The employee works in a dynamic environment that requires being sensitive to change and responsive to changing goals, priorities, and needs. Primary work schedule is Monday - Friday, 8:00 am - 5:00 pm. May occasionally be required to work extended hours, as necessary. Participation in an after-hours on call rotation is required.

ADA PROFILE

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this Job, the employee is required to exert up to 50 pounds of force occasionally and/or in excess of 30 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. The employee must also balance, climb, crawl, crouch, walk, stand, kneel, stoop, sit, hear, feel, finger, grasp, handle, reach, pull, push, speak, and see. Also requires the ability to make rational decisions and perform repetitive motions.

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law.

The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at 806-378-4294.

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