LEAD CUSTOMER SUPPORT SPECIALIST (REMOTE) - Information Technology

About the role

This position is for Information Technology Department employees only. The role involves senior-level analysis, testing, and problem-solving for County end-user computers and printers, as well as systems and program design, testing, and implementation of complex systems. The position provides technical direction and support to Support Specialists, automates County offices, and maintains personal computers, programs, and user support.

Responsibilities

• Performs initial on-site problem determination and resolution for network cabling and equipment; coordinates wiring installation projects with Facilities department and outside 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 users to appropriate personnel.
• Analyzes and resolves PC user problems via telephone, remote connections, and on-site visits; installs, configures, and maintains software and hardware.
• Manages network accounts and securities for all county computer users, including assigning security profiles, establishing and monitoring LOG-ON identifications, defining access to network files, and detecting security violations.
• Uses system monitors to detect network or operating system problems and advises Technical Services personnel.
• Provides end-user technical training on software, hardware, and Internet use.
• Performs small-scale wiring projects and schedules equipment installations, relocations, and removals.
• Provides second-level support and technical direction to Support Specialists.
• Maintains awareness of potential incidents 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 installations 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.

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 staff and vendors.
• Strong analytical and organizational skills; ability to solve problems accurately, completely, and quickly.
• Ability to manage multiple projects concurrently without loss of quality.
• Valid and current driver’s license; driving may be required.

Physical Demands and Work Environment

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

Benefits

• Group health plans for medical, dental, and vision coverage.
• Employee Assistance Program (EAP).
• Life and long-term disability insurance.
• Flexible spending accounts for health care and dependent care reimbursements.
• Retirement benefits through the Texas County & District Retirement System (TCDRS).
• Optional retirement savings program (Deferred Compensation).
• 13 paid holidays.
• Wellness Program.

Note: These benefits are for Tarrant County employees only.