What are the responsibilities and job description for the COMPUTER USER SUPPORT SPECIALIST position at CITY OF GREENVILLE?
Job Summary:
Under general supervision, the Computer User Support Specialist provides frontline technical support to City staff by diagnosing and resolving basic hardware, software, and network issues. This position supports end users through helpdesk services, workstation setup, and user training while escalating complex technical issues to higher-level IT staff. The role ensures efficient and reliable operation of end-user technology systems across the organization.
Minimum Qualifications:
Education:
Associate’s degree in Information Technology, Computer Science, or a related field preferred; or equivalent combination of education and experience.
Experience:
One (1) to two (2) years of experience in technical support, helpdesk operations, or IT customer service.
Licenses/Certifications:
Valid Texas Driver’s License required.
Relevant IT certifications (e.g., CompTIA A , Network ) preferred.
Essential Job Functions:
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Responds to helpdesk requests and provides timely technical support to end users.
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Diagnoses and resolves basic hardware, software, and peripheral issues.
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Installs, configures, and maintains desktop computers, laptops, printers, and related equipment.
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Sets up new user accounts, email access, and workstation configurations.
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Installs and updates standard software applications in accordance with IT policies.
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Provides basic user training on systems, applications, and technology tools.
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Maintains accurate records of service requests, resolutions, and system changes.
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Tracks and manages inventory of IT equipment and supplies.
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Assists with system updates, patches, and routine maintenance tasks.
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Escalates complex technical issues to higher-tier IT staff as appropriate.
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Ensures compliance with City IT security policies and procedures.
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Performs other related duties as assigned.
Knowledge of:
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Basic computer hardware, software, and operating systems.
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Helpdesk support practices and ticketing systems.
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Network fundamentals and troubleshooting techniques.
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IT security principles and data protection practices.
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Customer service best practices in a technical environment.
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City policies and procedures.
Skills in:
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Troubleshooting and resolving technical issues efficiently.
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Communicating technical information clearly to non-technical users.
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Installing and configuring hardware and software systems.
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Maintaining accurate documentation and records.
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Managing multiple support requests and prioritizing tasks.
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Providing professional and courteous customer service.
Physical Demands/Work Environment:
Work is performed in an office environment with occasional travel to various City facilities for on-site support. The position requires sitting, standing, walking, bending, and lifting computer equipment and supplies weighing up to 50 pounds. Duties may involve extended periods of computer use and interaction with employees across multiple departments. Work is generally performed in a low-noise environment with minimal exposure to hazards.