Desktop Services Specialist I

Salary: $47,196.00 - $51,007.00 Annually
Location : Missouri City, TX
Job Type: Full Time
Job Number:
Department: Innovation & Technology
Opening Date: 01/24/2025
Closing Date: 4/24/2025 5:00 PM Central

Definition
This is a full-time position in the City's Innovation and Technology Department. An individual in this position will provide high level technical support for the department. Maintain a desktop environment by analyzing requirements, resolving problems, and installing hardware and software solutions.
Examples of Work

• Provide first contact support of incoming requests to the helpdesk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues related to computer systems, software, and hardware to the end user's satisfaction;

• Escalate incidents with accurate documentation to a suitable technician, when required.

• Communication with customers: inquiring to understand the issue, keeping them informed of incident progress, notifying them of impending changes;

• Modify configurations, utilities, software default settings for the local workstation;
• Utilize and maintain the helpdesk inventory software and Maintain inventory of all equipment, software and software licenses through inventory system;
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution;
• Operate and test the functionality of all AV and integrated conference rooms;

• Perform routine testing and diagnostics for projectors, microphones, speakers, amplifiers, and displays;

• Ensure AV equipment is operational for scheduled meetings and events, addressing any issues promptly;
• Ensure each workstation has a functional computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment;

• Operate and test functionality of all AV and integrated conference rooms. Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers, and Displays.
• Install, test and configure new workstations, peripheral equipment and software. Manage PC setup and deployment for new employees using standard hardware, images and software;
• Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, VPN and security;
• Assign users and computers to proper groups in Active Directory;
• Perform timely workstation hardware and software upgrades as required;
• Improve customer service, perception, and satisfaction;
• Perform other duties as assigned; Subject to 24-hour recall.

Education, Experience, or Certification

• High School Diploma or GED
• Knowledge of computer software, operating systems, hardware and networking.
• Excellent verbal and written communication skills.
• Three (3) years related professional experience as a helpdesk/desktop support staff, preferred.

Supplemental Information

The Department of Human Resources & Organizational Development may consider an equivalent combination of education, training and/or experience.
EMPLOYEE BENEFITSThe City of Missouri City is located less than 30 miles from Downtown Houston and is a great place to live, work, and play. Working for the City offers dual rewards: giving back to the community and making a difference in the lives of residents. With over 300 full-time employees, the City is committed to effective, efficient, and responsive service. We value our employees as our most important resource and offer one of the most attractive and comprehensive employee benefit packages in Texas.
BENEFITSMedical Plans (Three Options)

1. UnitedHealthcare - Health Savings Account (H.S.A.)
   • Plan Type: High Deductible Medical Health Plan
   • Provider: UnitedHealthcare
   • Deductibles:
     • Single: $2,000 annually
     • Family: $4,000 annually
   • Out-of-Pocket Maximums:
     • Single: $4,000 annually
     • Family: $8,000 annually
   • Additional Details:
     • Employee pays dependent premiums
     • Contact HR/OD for a benefits summary, rates, and more details
   • Health Savings Account (HSA)
   • Provider: H.S.A. Bank
   • Features:
     • Use for qualified medical, dental, vision, and pharmaceutical expenses
     • Contribution Limits:
       • Employee only: $4,300 (IRS Limit)
       • Employee & Family: $8,550 (IRS Limit)
       • Catch-up (age 55+): $1,000
     • City Contributions:
       • Employee only: $1,250
       • Employee & Family: $2,250
     • Unused balances roll over and the account belongs to the employee
2. PPO Plan
   • Provider: UnitedHealthcare
   • Deductibles:
     • Single: $1,000 annually
     • Family: $2,000 annually
   • Out-of-Pocket Maximums:
     • Single: $3,000 annually
     • Family: $6,000 annually
   • Prescription Drug Co-pays:
     • Generic: $10
     • Preferred: $40
     • Non-Preferred: $80
3. HMO Plan
   • Provider: UnitedHealthcare
   • Deductibles:
     • Single: $1,000 annually
     • Family: $2,000 annually
   • Out-of-Pocket Maximums:
     • Single: $4,000 annually
     • Family: $8,000 annually
   • Prescription Drug Co-pays:
     • Generic: $10
     • Preferred: $45
     • Non-Preferred: $80

Dental Plans (Two Options)

1. DHMO Plan
   • Provider: UnitedHealthcare
   • Features:
     • No deductible
     • No annual maximum
     • Member co-pay depends on the procedure
2. PPO Plan
   • Provider: UnitedHealthcare
   • Features:
     • $1,500 per person annual maximum
     • $1,000 orthodontic lifetime maximum

Vision

• Provider: UnitedHealthcare
• Features:
  • No deductible

Life Insurance

• Provider: Ochs Securian Financial
• Coverage:
  • $50,000 Basic Life, Accidental Death & Dismemberment (Paid by the City)
  • $10,000 Group Term Life for Spouse (Paid by the City)
  • Supplemental Life Insurance: Up to $500,000

Flexible Spending Account

• Provider: Flores
• Features:
  • Pre-tax Medical Spending Account
  • Pre-tax Dependent Care Account

Supplemental Insurance Policies

• Provider: Aflac
  • Accident
  • Cancer
  • Heart/Stroke
  • Intensive Care
  • Short-Term Disability
  • Life Insurance

Retirement Benefits
Texas Municipal Retirement System (TMRS)

• Statewide retirement system
• 7% employee contribution
• City contributes 2 to 1

Optional Deferred Compensation

• 457 Plan and ROTH-457B available through MissionSquare

Other Benefits
Holidays

• 13 paid holidays per calendar year:
  • New Year's Day
  • Martin Luther King Jr. Day
  • Good Friday
  • Memorial Day
  • Juneteenth
  • Independence Day
  • Labor Day
  • Veterans Day
  • Thanksgiving Day
  • Friday after Thanksgiving Day
  • Christmas Eve
  • Christmas Day
  • One additional floating holiday for regular, full-time employees

Vacation

• Earned based on years of service:
  • 0-5 years: 14 days
  • 6 years: 15 days
  • 7 years: 16 days
  • 8 years: 17 days
  • 9 years: 18 days
  • 10-14 years: 19 days
  • 15 years or more: 20 days
• Employees working a 24-hour shift, including sleeping time, will have each shift counted as two 12-hour days.

Sick Leave

• 6 days per calendar year with unlimited accrual.

Educational Reimbursement

• With prior approval of the employee's supervisor and Department Director, the City may reimburse up to 100 % of the cost of tuition, books, lab fees, etc. for work-related courses or degree plans associated with the employee's current responsibilities or workshops/seminars and professional training sessions. This is based on the successful completion of required course(s) with a passing grade of C or better. The maximum reimbursement is $3000 per Fiscal Year. Contact the City's HR/OD Department for benefits summary, rates and additional details

Employee Assistance Program (EAP)

• Provider: Alliance Work Partners
• 8 free counseling visits per family member, per issue, per year.

Wellness Program

• Free/reduced health screenings, health fairs, and free memberships to the Tennis & Recreation Center.

Fun Benefits

• Annual events like the Employee Thanksgiving Luncheon, Christmas Holiday Party, and Public Service Recognition Week.

01

Do you currently hold a HS Diploma or GED

• Yes
• No

02

Do you have three years of help desk/ desktop support experience?

• Yes
• No

03
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