Desktop Support Technician

Mission The Mission of the Harris County Institute of Forensic Sciences is to provide medical examiner and crime laboratory services of the highest quality in an unbiased manner with uncompromised integrity.

Vision

• To provide consistent, quality death investigation and laboratory analysis for the benefit of the entire community.

• To create a technological strongpoint for legal agencies to facilitate justice in criminal and civil proceedings.

• To establish an academic environment for training in the field of Forensic Science.

Brief Desktop Support Technician Overview: The Desktop Support Technician provides delivery, installation, and configuration of network equipment including computers, laptops, printers, scanners, mobile devices / tablets, and barcode printers; provides desk-side and remote technical support; and provides preventive computer maintenance and equipment tracking. All with a focus on customer service.

Duties & Responsibilities:

• Provides new employees / users with delivery, installation, and configuration of workstations. Deploys, maintains, troubleshoots, and resolves issues related to all network equipment including computers, laptops, printers, scanners, mobile devices / tablets, and barcode printers. Installs and maintains computer software applications on a local area network. Evaluates and purchases new computers and peripherals for the Department in coordination with the Department’s Budget and Finance Division

• Provides desk-side and remote technical support to users, including responding to and resolving escalated service requests by diagnosing hardware, software, and peripheral issues. Provides advanced troubleshooting to ensure problems are resolved quickly and all steps are documented

• Performs routine maintenance and security tasks, such as updating software, installing security fixes, and checking alerts from antivirus and security tools to keep computers safe

• Provides help desk phone support and manages ticketing queues by promptly answering incoming calls, helping users with live troubleshooting, checking how urgent each issue is, organizing and prioritizing support requests, and clearly recording all interactions to meet response and resolution goals

• Securely reclaims equipment from departing employees / users to ensure no sensitive information remains on the equipment prior to surplus

• Maintains physical asset and inventory tracking by keeping accurate records of IT hardware, spare equipment, peripherals, and software licenses

Harris County is an Equal Opportunity Employer https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx If you need special services or accommodations, please call (713) 274-5445 or email [email protected]. This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate. APPLICANTS ARE REQUIRED TO SUBMIT AN ACADEMIC TRANSCRIPT WITH APPLICATION. OFFICIAL CERTIFIED ORIGINAL TRANSCRIPTS WILL BE REQUIRED PRIOR TO JOB OFFER.

Education:

• Bachelor’s degree in computer or information technology, computer science, or closely related field from an accredited college or university

Licensure:

• Maintain a valid Driver's License and ability to safely operate a motor vehicle

Knowledge, Skills & Abilities:

• Knowledge of rapidly changing hardware / software platforms, network connectivity (TCP/IP, LAN), and MS Office applications. Experience working with computers attached to a domain using IP configurations in both LAN and WAN environments

• Ability to solve desktop computer, laptop, and peripheral problems; ability to solve computer operating system, network, email, application software, and LAN connectivity problems

• Ability to maximize the effectiveness of a network using multiple servers to distribute resources

• Desire to make customer service a priority. Ability to assist large number of computer users with varying levels of computer and software knowledge

• Strong written and oral communication skills with effective organization and time management skills

• Ability to work independently with minimal supervision, prioritizing and handling multiple tasks simultaneously

NOTE: Qualifying education, experience, knowledge and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

Experience:

• Previous experience working in a laboratory, law enforcement agency, or government setting

Position Type and Typical Hours of Work:

• Full-Time | 40 hours per week | FLSA Status: Nonexempt

• Monday – Friday, in office

• Weekends and evening shifts may be necessary

• On-call 24/7 as needed

• Must be available to work during severe weather events or other emergencies

Location, Work Environment & Physical Demands:

• Office, laboratory, and morgue setting

• Requires physical strength to lift up to 40 pounds in the routine performance of duties

• Must be physically able to sit or stand for extended periods of time

• Harris County Institute of Forensic Sciences 1861 Old Spanish Trail Houston, TX 77054

Potential Exposures:

• The Institute of Forensic Sciences provides medical examiner and crime lab services for Harris County. The work performed is sensitive and serious and routinely deals with criminal evidence and deaths of adults and children that resulted from violence, natural disease, or other causes. While this position won’t have any direct contact with evidence or decedents, there will be exposure which may be emotionally taxing

Reports to:

• Technology Supervisor

Employment may be contingent on passing a drug screen and meeting other standards.

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