Technical Support Specialist

1 week ago

Abilene, Texas, United States Texas Department of Aging & Disability Services Full time
Job Overview:

IT Field Services Technician

The Field Services Technician (FST) plays a crucial role in providing exceptional support to employees within a designated region, focusing on various technological devices such as tablets, smartphones, and networking equipment. This position is centered around customer service, ensuring that agency staff receive the assistance they need to maintain operational efficiency.

The FST is tasked with monitoring the incident and request queue on a daily basis, ensuring that issues are resolved within established service-level agreements. Additionally, the technician will participate in IT projects aimed at refreshing and upgrading computer equipment.


Key Responsibilities:

Customer Support (65%): Provide assistance to agency personnel in a specific geographic area regarding hardware, software, network, and mobile device functionalities. This includes handling move/add/change requests and delivering Tier 1 support while meticulously documenting all activities and resolutions.

Asset Management (15%): Maintain a precise inventory of agency computer equipment and ensure all property inventory documentation is completed accurately.

Project Management and Support (10%): Aid in the planning and execution of IT initiatives related to equipment, devices, networks, and site relocations.

Additional Duties (10%): Manage service requests, troubleshoot technical challenges, test new equipment and software, and update inventory/project spreadsheets using Excel, along with other assigned tasks.


Required Knowledge, Skills, and Abilities:

Proficient understanding of systems administration, computer hardware and software configuration, troubleshooting, operating systems, and basic internet security protocols.


Strong analytical skills to identify strengths and weaknesses in various solutions and approaches to problems. Capability to recognize, analyze, and resolve complex technical issues; to learn and utilize network management and system administration tools; and to communicate effectively with diverse audiences.


  • Familiarity with general practices, principles, and techniques of computer operations, with a significant focus on mobile devices (e.g., tablets, laptops, smartphones).
  • Understanding of networks, active directory management, and agency security policies.
  • Ability to establish and maintain effective working relationships.
  • Competence in conveying technical information clearly to both technical and non-technical staff.
  • Capacity to prioritize and manage substantial workloads.
  • Ability to interact with all levels of staff and deliver effective customer support.
  • Capability to work independently in a dynamic environment.
  • Proficiency in operating personal computers and relevant software applications.
  • Willingness to travel between office locations to provide customer support, with travel constituting up to 35% of work time.
  • Flexibility to work evenings and weekends, whether pre-planned or on-call.
  • Physical ability to lift heavy equipment (between 40-60 pounds).

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