Serco Of Texas Laredo

Technical Support Specialist

The Technical Support Specialist at SERCO of Texas is responsible for providing technical support for daily computer operations while delivering exceptional customer service to end users. Working under general supervision, this role ensures that SERCO of Texas employees have the technology, systems, and technical assistance needed to perform their job duties efficiently. The Technical Support Specialist troubleshoots hardware, software, and network-related issues, installs and maintains computer equipment, resolves technical problems in a timely manner, and supports the organization's commitment to reliable IT services and operational excellence.

Duties and Responsibilities

• Provide technical assistance and support related to computer systems, hardware, and software in a help desk environment
• Set up computers and office equipment for employees, including installing standard software and ensuring proper cable connections
• Assist users in resolving common hardware, software, and network connectivity issues
• Troubleshoot and resolve common software problems and determine when escalation is required
• Monitor and manage the help desk ticketing system
• Respond to support requests in a timely manner
• Accurately document problems and resolutions within the ticketing system
• Collaborate with team members to resolve technical issues
• Diagnose and troubleshoot hardware failures
• Maintain computer peripheral equipment such as printers, scanners, and projectors
• Perform routine preventative maintenance to reduce system outages and failures
• Train users on effective use of computer systems and related components
• Ensure compliance with privacy, security, and data protection standards
• Perform related duties as assigned

Essential Skills and Experience

• Ability to work effectively with personnel at all organizational levels, including managers and executives
• Ability to communicate in person, by phone, virtually, and via email
• Strong teamwork skills with a reliable and dependable work ethic
• Willingness to contribute to various projects as needed
• Ability to troubleshoot and resolve hardware and software issues impacting productivity
• Ability to assess incoming requests and prioritize tasks in a fast-paced, high-pressure environment
• Knowledge of current technology and ability to quickly learn new software

Experience and Education

• High School Diploma or GED required
• One to three years of experience in computer hardware diagnostics or a related field –preferred
• Hands-on experience with LAN/WAN network –preferred

Knowledge, Skills, and Abilities

• Knowledge of computer operations, information systems, and computer hardware and software principles
• Skill in computer support and troubleshooting information systems
• Ability to operate information technology systems effectively
• Strong verbal and written communication skills
• Effective time management and organizational skills
• Ability to multitask and manage competing priorities
• Strong critical thinking and problem-solving skills
• Ability to analyze issues and develop creative solutions to complex technical problems

Preferred Qualifications

• Certificate or Associate’s degree in a relevant field –preferred
• Knowledge of computer and IT systems, internet security, and data privacy principles

Special Requirements

• Must possess a valid Texas Driver’s License
• Must maintain automobile liability insurance as required by the State of Texas
• Must have access to reliable transportation to complete required home visits

Physical Demands and Work Environment

Physical Demands

• Physical demands described are representative of those required to perform the essential functions of the position
• Ability to stand, walk, or sit for extended periods of time
• Ability to drive for extended periods of time
• May involve lifting, carrying or moving equipment
• Ability to set up display or presentation areas as required

Work Environment

• Fast-paced work environment
• Physically and mentally demanding at times
• Requires constant communication with staff, clients, and stakeholders

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.