Support Services IV

Education and Experience: A Bachelor’s Degree in Computer Information Systems, Microcomputer Technology or related field, and three (3) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment, or an Associate’s Degree in Computer Information Systems, Microcomputer Technology or a related field, and five (5) years of computer hardware and software support experience with local area networks or administrative technical support within a help desk operations or call center environment.

Licenses and Certificates: A valid Texas Class "C" Driver's License or equivalent issued by another state by time of appointment.

Under general direction, oversee, direct and perform Customer Care Operations for the Service Desk team.

Oversee and monitor quality assurance reviews for the Information Technology (IT) service desk. Involves: Act as an escalation point for customer service tickets. Contribute to improving customer support by actively responding to queries and handling complaints. Follow up with customers to identify areas of improvement. Monitor appropriate metrics to ensure the flow of activities and processes. Analyze compiled information and documented results of Customer Care operations. Develop, generate and maintain daily, weekly and monthly reports used to evaluate service desk team’s productivity, business process measures, work requirements, and employee skill levels. Summarize data findings, and make recommendations for training and coaching purposes. Compile and report support services issues to management. Provide feedback to management for process improvements related to assignments. Assist in the development and administration of Customer Care assessments. Assist in the implementation of IT support service processes, procedures, and training material.

Represent the IT department and provide technical support for software/hardware issues. Involves: Oversee, monitor and troubleshoot end user workstation hardware and networked peripheral hardware. Monitor and track the resolution of complex PC problems and corrective hardware solutions. Review and analyze statistical reports that monitor PC performance. Ensure hardware failures, repairs, installations and removals are properly documented for accuracy. Assist in responding to inquiries regarding software and/or hardware problems. Collaborate with Support Services staff in resolving complex hardware or software issues. Establish best practices through the entire technical support process. Participate in IT-related projects.

Supervise assigned staff. Involves: Meet with staff on regularly scheduled basis. Prioritize and coordinate sectional activities. Instruct, review, guide and check work. Appraise employee performance. Provide training and development opportunities. Enforce personnel rules, regulations and work and safety standards. Counsel, motivate and maintain harmony. Interview applicants. Recommend hires, terminations, transfers, disciplinary action, merit pay or other employee status changes.

For a complete job specification, click here.

Salary Range: $52,984.41 - $74,045.72 per year
The starting salary is generally at the beginning of the range.

Please note: This is an unclassified contract position.

Note: Applicants with a foreign degree must have all relevant documents translated and evaluated by a College, University, or Credentials Evaluation Services Department prior to submitting them to the Human Resources Department.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.