Information Technology II

Job Summary

The Information Technology II role is to assist in the configuration, deployment, and maintenance and support of computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation 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.

Essential Duties

• Strategy & Planning: Support development and implementation of new computer projects, software/managed services, and new hardware installations. Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational 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: 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 and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels. Construct, install, and test customized configurations 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 network 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. Adhere to MOUs to 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 Harris County Commissioner Precinct One and any Harris County Department as needed.

Requirements

• Education: Bachelor’s Degree in a technology or related field or at least five (5) years of experience may substitute for degree.
• Experience: 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 including 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.

Preferences

• Experience & Certifications: Relevant IT certification such as CompTIA A+, Network+, Server+, Linux+, Cisco, Microsoft Certified: AZ-104, MCTS, MCITP, MCP, MCSA, MCSE, 365, or Administrator. SharePoint experience a plus.

General Information

• Work Environment: Some work may involve a combination of both office and field environments.
• Physical Demands: 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.

Employment is contingent upon passing a background check and drug screen.

Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.