IS Specialist

The Texas Water Company is actively seeking talented, driven and highly-productive applicants for the position of IS Specialist to join our dynamic team. We offer a challenging and rewarding work environment along with a competitive salary and an excellent benefits package.

Job Summary

The IS Specialist, reporting directly to the IS Manager, will provide a single point of contact for end-users to receive support and maintenance within the organization’s end-user computing environment including installing, diagnosing, troubleshooting problem areas, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The IS Specialist will also provide administrative support and coordination of IT projects, reporting, and testing suites and regimes for in-house product development, software application development, information system launches, and operations systems enhancements.

Principle Duties & Responsibilities

Analyzes the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance service quality to prevent future problems

Refreshes policies and procedures for tracking IT assets

Collaborates with analysts, designers, and system owners to test new software programs and applications; deploys pre-packaged software as needed using automated deployment tools

Contributes to testing activities to ensure applications meet business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues

Conducts research on emerging products, services, protocols, and standards supporting service desk technology procurement and development efforts; and research solutions through internal and external knowledge base as needed

Administers all product and service contracts from beginning to end, including procurement, development, service control, and consultant contracts for department

Manages the processing of the incoming requests to the Service Desk via telephone, chat, and e-mail to ensure courteous, timely, and effective resolution of end-user issues

Performs onsite analysis or remote assistance to diagnose, and resolve complex computer problems for end-users and recommend and implement corrective solutions

Contributes to technician knowledge base and training as needed by developing help sheets and FAQ lists for end users

Escalates incidents with accurate documentation to a suitable technician or vendor

Maintains an inventory of all computers, monitors, keyboards, and other necessary equipment components; records and manages equipment sent to repair depots for equipment under warranty or service contracts

Performs other duties as assigned

Education & Experience

Minimum of 3-year experience in a technical support role, 3-5 years’ experience preferred

Associate's degree in Computer Science, Bachelor’s preferred

Or an equivalent combination of educational and professional experience

Required Knowledge, Skills & Abilities

Excellent verbal, written, and interpersonal communication skills

Excellent analytical and investigatory, problem-solving, and attention to detail skills

Knowledge of a range of diagnostic utilities, current protocols, operating systems, and standards, including O365, Active Directory management, and Jira Service Desk

Proficient in accounting, finance, inventory, and cost-management skills

Environmental Conditions/Physical Requirements

Works approximately 100% of time in temperature-controlled environment conducting administrative duties.

On-call availability for one week per month

Sitting for extended periods

Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components

Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 35 pounds

Occasional inspection of cables in floors and ceilings

Other Requirements

Must possess a valid Texas driver's license and have a satisfactory driving record

EEO Statement

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.