System Support Specialist - Mobile Device Support - Tomball

Responsible for providing technical assistance and support related to computer systems, hardware, software, and in-car camera equipment related to departmental motor vehicles. Runs diagnostic programs, isolates problems, and determines and implements solutions. Works under the direction of the Mobile Laptop Support Team lead on service calls for the Sheriff's Office Information Technology Division. Has frequent access to confidential information. Transports computer equipment, spare parts, and tools to and from all Sheriff's Office sites. Works overtime as needed.
Responsibilities include, but are not limited to:

• Perform required vehicle maintenance and thorough inspection of all vehicle systems related to mobile data terminals, camera equipment, and other hardware as assigned
• Diagnose, troubleshoot, and perform high-quality and efficient repairs with a "fix it right the first time" approach
• Perform quality control inspections on vendor-repaired vehicles to ensure repairs are completed
• Help at various shops based on workload
• Perform any additional automotive or equipment-related tasks assigned by the Mobile Laptop Support Team lead
• Perform vehicle decommissioning as directed, removing related computer and camera hardware
• Effectively, professionally, and respectfully represent other Information Technology staff members, teams, and their services to the client community
• Must have reliable transportation to carry tools and computer equipment to and from remote sites
• Must present a professional demeanor and work well in a team environment
• Provide support for all Information Technology products and services
• Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
• Good telephone etiquette skills
• Determines the most effective manner to resolve a client's technical issue
• Engages in research and in-depth troubleshooting to resolve technical issues
• Consults with full-time staff when necessary
• Records required customer and problem information in the Help Desk Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job
• Elevates complex and/or high-priority problems to the appropriate support groups for resolution
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow-up
• Perform other assignments and duties as required and/or necessary

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

• High School Diploma or G.E.D.
• A minimum of 2 years of experience providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• 4 years of mechanical automotive support experience

Knowledge of:

• IT support
• Automotive support and light repair knowledge
• Basic automotive electrical systems

Skilled in:

• Proficient with report writing skills and communicating effectively
• Strong communication - both written and verbal
• Excellent written communication with proper use of grammar, spelling, and punctuation
• Highly organized and able to compile data for record-keeping purposes
• Maintain accurate electronic documentation of daily records
• Excellent time management skills and effective prioritizing and scheduling of multiple tasks/initiatives
• Detail-oriented, self-motivated and results-oriented
• Proficient in the use of Microsoft Office Suite ( Word, Excel, Outlook ) and Adobe with the ability to learn new software and become proficient shortly after training
• Interpersonal skills, strong problem-solving and conflict resolution
• Attention to detail, accuracy, and data integrity

Ability to:

• Exhibit a high level of confidentiality
• Multi-task and prioritize tasks to meet established deadlines
• Interact with co-workers in a professional, calm, and composed manner in person, by email, and on the telephone
• Display flexibility to perform any task assigned by the supervisor with minimal supervision
• Be driven and consistently evaluate and improve the efficiency and effectiveness of processes and services
• Interact with staff, other agencies, employees, and the public in a knowledgeable, effective, proficient, and professional manner
• Organize, set priorities, and exercise sound independent judgment
• Establish and maintain effective working relationships in a diverse environment
• Collaboratively work with various levels of the organization as well as the public
• Exemplify a professional image at all times
• Plan, prioritize, and balance the work of several projects simultaneously in a fast-paced environment with the ability to meet deadlines
• Respond to necessary routine inquiries and explain standard policies and procedures to others
• Perform basic arithmetic functions
• Demonstrate the ability to be a self-starter, and work well independently and as a team to meet objectives
• Excellent time management and organizational skills, able to meet deadlines
• Utilize discretion, and protect and maintain confidential information
• Work the appropriate shift assignments and occasional overtime as required
• Understanding of departmental organization and its relationship with other county government agencies and criminal justice groups
• Visual acuity to work with detail troubleshoots equipment, read technical manuals, and keep up with technological trends and issues
• The essential duties, functions, responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position

• Previous experience with technical hardware including laptops, in-dash and body-worn cameras, and automotive hardware

This is a full-time position
Salary:

• Paid biweekly based on 26 pay periods per year, plus benefits

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment, such as computers, phones, photocopiers, filing cabinets, and fax machines.
Physical Demands
This role is sedentary, however, the ability to lift and carry up to 10 pounds is necessary to lift files and/or boxes of files, documents, etc.
Position Type and Typical Hours of Work

• This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours may vary based on the business needs of the department.
• Office space is located in a safe facility, inside an environment protected from weather conditions
• Occasional requirement to move lightweight objects
• Visual acuity to work with details, computer terminals, extensive reading, prepare and analyze data
• Physical activities include, but are not limited to, stooping, kneeling, reaching, lifting, standing, walking, pushing, pulling, finger dexterity, grasping, feeling, talking, hearing, and repetitive motions

To Apply:

• Complete the online job application including employment history and education
• Applicant submission of a Job Application does not guarantee an interview

Equal Opportunity Statement
Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.
Employment Type: Regular Full-time