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Technical Support Specialist II ID- 12421

About the position

The Technical Support Specialist II plays a crucial role in assisting the Technical Support Specialist I's by providing escalated troubleshooting and resolution for City of Frisco systems and network users. This position involves offering telephone help desk support and direct assistance to users, ensuring they effectively utilize the City's Management Information Systems. The specialist will also support the deployment of technologies to meet the goals of the City, focusing on desktop user support, configuration of communications hardware, and first-level implementation of Microsoft cloud technologies.

Responsibilities

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  • Set up, install, upgrade, maintain, troubleshoot, and modify computer hardware and software for personal desktop computer systems and laptops.
  • Provide technical support to the desktop support team for unresolved issues.
  • Guide and train L1 technicians.
  • Support end users on various issues including software installation, customizations, and hardware failure analysis.
  • Analyze and troubleshoot PC systems, hardware, and peripheral failures.
  • Document, maintain, upgrade, and replace PC hardware and software systems.
  • Install and configure workstations and operating systems.
  • Manage desktop problems to ensure timely resolution.
  • Work with end users to evaluate and solve technical problems.
  • Provide computer help desk and on-site assistance to end users.
  • Conduct research to maintain and update knowledge of the information technology field.

Requirements

  • Associate degree in Management Information Systems, Computer Science, or related field.
  • Three years of LAN, WAN, or Microsoft Software maintenance or help desk experience.
  • CompTIA A+ and N+ certifications required or ability to obtain within 12 months.
  • Knowledge of hardware, software, and peripheral equipment maintenance and troubleshooting methods.
  • Proficiency in Microsoft Endpoint Manager, Active Directory, Microsoft 365, and Microsoft Exchange.
  • Knowledge of PC administration concepts and practices, including LAN/WAN/VOIP/WWAN administration.
  • Proficient in Windows Desktop setup and Microsoft Office applications.
  • Ability to communicate effectively, verbally and in writing.

Nice-to-haves

  • Knowledge of customer service and training methods.
  • Familiarity with Android and iOS mobile platforms.
  • Knowledge of City policies and procedures.

Benefits

  • Health insurance coverage
  • Paid holidays
  • Professional development opportunities
  • Flexible scheduling options
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