Summary of Duties: Investigates and resolves software and hardware problems of computer users by performing the following duties:

Essential Duties and Responsibilities:

• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview user to collect specific information about the problem. Lead user through diagnostic procedures to determine source of error.
• Provide 24 X 7 technical support and serve as after hours on-call support on a rotating basis.
• Determine whether problem is caused by hardware such as modem, printer, cables, or telephone.
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Log and track calls using problem management database, and maintains history records and related problem documentation.
• Review Help Desk Incident Reports, analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Escalate calls to senior staff as appropriate.
• Consult with vendor support on hardware and software issues.
• Provides support on hardware, peripherals and telecommunications (LAN/WAN/Internet).
• Install personal computers, software, and peripheral equipment. Prepare standard statistical reports, such as help desk incident reports.
• Maintain software and hardware inventory list.
• Track catalog and inventory software resource tools.
• Assist with systems administration on such functions as daily server backups, user requests for print jobs and transmitting of electronic file information.
• Provide support for Microsoft Office Suite, O365 and SharePoint online.
• Provides back-up for the telephone software problems.
• Provide Mobile Device Management support.
• Perform other duties as assigned.
• During emergency conditions, subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

Minimum Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: Sixty college hours of technical school.

Experience: Minimum of three years related experience and/or training; or equivalent combination of education and experience.

Licenses and Certifications:

• MCSA/MCSE/MTA, and A+ certification preferred.
• Must possess a Texas driver’s license within the first ninety (90) days of employment and meet the driver safety policy requirements.

Computer Skills:

• Troubleshoot MS Office/365 and Windows 10.
• Basic administration of MS Exchange 365 and Office SharePoint Online
• Experience with Microsoft Endpoint Manager, Autopilot, Bomgar and Service Desk+ preferred.

The Woodlands Township is an Equal Opportunity Employer and values diversity at all levels of its workforce.