LEAD CUSTOMER SUPPORT SPECIALIST (REMOTE) - Information Technology

Summary

THIS POSITION IS OPEN ONLY TO INFORMATION TECHNOLOGY DEPARTMENT EMPLOYEES

Perform senior level analysis, testing and problem solving for County end user computers and printers. Perform systems and designs, program designs, testing, and implementation of complex systems. Provide technical direction and support to Support Specialists. Automate County offices and maintain personal computers, programs, and support users.

Essential Duties And Responsibilities

• Performs initial on-site problem determination and resolution for network cabling and equipment, coordinates wiring installation projects with both the Facilities department and outside wiring contractors
• Accepts Help Desk calls from users and provides telephone and on-site technical support to troubleshoot and fix PC system and application problems or routes the user to the appropriate personnel for problem resolution.
• Analyzes and resolves PC user problems by telephone, remote connections, and on-site. Also installs, configures, and maintains software and hardware.
• Manages network accounts and securities for all county computer users and computers by assigning security profiles while following procedures established by Technical Services including establishing, maintaining, and monitoring all LOG-ON identifications and access rules, defining specific access to network files, database management systems, and monitoring environment for security violations.
• Uses system monitors to detect problems in the network or operating system that could affect system availability and advises appropriate Technical Services personnel
• Provides end users with technical training on the basic functionality of software, hardware and Internet use.
• Performs small scale wiring projects and schedules and performs equipment installations, relocations and removals
• Provides second level support and technical direction to Support Specialists to resolve issues
• Maintains an overview of what incidents to which the County is susceptible and recommends fixes or alternative measures
• Analyzes and resolves problems associated with server hardware and related operating system software on both server and desktop systems
• Assists with installs of new software releases, system upgrades and patches
• Performs system design, program design, testing and implementation of complex systems
• Performs all other related duties involved in the operation of the IT Department as assigned or required
  
  

Minimum Requirements

• Bachelor’s degree or equivalent.
• Two to five (2-5) years of previous experience in information technology including experience or training in systems analysis and design.
• General understanding of applications systems analysis and design and project control methodologies is strongly preferred.
• Ability to work independently or as part of a team.
• Ability to communicate user system requirements to both technical and non-technical County staff and vendors to ensure user requirements are met.
• Strong analytical and organization skills, ability to solve problems accurately, completely and quickly if necessary.
• Ability to participate in and/or manage multiple projects concurrently without loss of quality on any project.
• Driving may be required.
• Must have a valid and current driver’s license.
  
  

Physical Demands And Work Environment & Other Requirements

While performing the duties of this position, the incumbent is regularly required to sit, stand, walk, bend, stoop, climb, lift, push and pull.

Tarrant County offers a full range of employee benefit programs for eligible employees, retirees, and their families. These programs include group health plans for medical, dental, and vision coverage; an Employee Assistance Program (EAP); life and long- term disability insurance; and flexible spending accounts for health care and dependent care reimbursements. The County also provides retirement benefits. Full time employees participate in the Texas County & District Retirement System (TCDRS), and employees may also participate in a retirement savings program (Deferred Compensation). In addition to these "basic employee benefits" and retirement services, employees benefit from a variety of other programs including 13 paid holidays, a Wellness Program, and more.

• Note: These benefits are for Tarrant County employees only. For benefit information regarding Community Supervision and Corrections Department (CSCD) employees, please contact Patrice Smith at (817) 884-1227.