Systems Support Specialist

Systems Support Specialist Salary

$59,633.60 Annually

Location: Flower Mound, TX 75028, TX

Job Type: Full Time

Regular Job Number: 2026-12

Department: Administrative Services Division

Information Tech - MIS

Opening Date: 01/30/2026

Description:

Under the general supervision of IT Leadership, the Systems Support Specialist delivers exceptional customer service and technical support for software, hardware, and network-related inquiries. This role provides both remote and on-site support to end-users and manages support requests through identification, prioritization, escalation, and resolution using the IT Service Management (ITSM) tool. The specialist ensures the Town's IT infrastructure operates effectively and complies with established IT policies, standards, and procedures.

Examples of Duties:

• Responds to support requests via phone, email, or ITSM tool, delivering high-quality customer service through remote or on-site support. • Provides technical assistance for Windows desktops/laptops, iOS devices, software installations, customizations, failure analysis, printer support, peripheral support, and LAN/WAN/Wi-Fi connectivity. • Maintains, repairs, and upgrades the Town's Wide Area Network (WAN) and Local Area Network (LAN) systems. • Provides Tier I support and serves as an escalation point for more advanced requests. • Builds rapport with customers, records and documents support activities and applies root cause analysis to aid in troubleshooting and preventing recurring issues. • Researches solutions through software updates, drivers, knowledge bases, and FAQs. • Performs hands-on fixes such as installing/upgrading software, configuring systems and applications, performing file backups, and installing hardware. • Tests fixes, follows up with end users, and develops knowledge base articles and training. • Ensures SLA compliance to manage expectations. • Maintains awareness of emerging technologies and industry trends; engages in professional development through reading, workshops, and training. • Assists with administration of the Towns VoIP phone system, including provisioning phones, resetting voicemail, modifying call routing, and user customization. • Supports special assignments, research, and related IT tasks. • Provides on-call support for emergencies as needed. • Complies with departmental, personnel, and safety policies and procedures. • Documents all support activities in the ITSM tool and knowledge base to promote best practices in service delivery. • Performs other duties as assigned.

Minimum Qualifications:

A High School Diploma or General Equivalency Diploma (GED) is required. Must have a valid state-issued drivers license, and the driving record must comply with Town policy. Minimum of two (2) years of experience in IT Service Desk, Desktop Support, Help Desk operations, hardware/software troubleshooting, technical support, or similar roles.

Physical Abilities:

The physical abilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to read, write, communicate effectively, and operate various office equipment with good hand-eye coordination for data entry.
• Ability to lift up to 50 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Desired Qualifications:

Associates or bachelor's degree in Computer Science, Information Technology, or a related field preferred. Experience with backup systems and MS SQL Server is advantageous. Knowledge/ Skills / Abilities:

• Experience with computer hardware, software and peripherals, data and telecommunication implementation, and troubleshooting is essential.
• Knowledge of operating system client installs, workstation imaging, client/server networking, print sharing, remote access, and file sharing.
• Familiarity with TCP/IP, DHCP, and DNS services.
• Proficiency in Microsoft Windows 10/11, Windows Server (2012-2019), Active Directory, Azure Active Directory, and Microsoft 365, including user account setup.
• Fundamental understanding of networking, including routers, switches, client-server applications, and network protocols.
• Knowledge of telecommunications systems is preferred.
• Strong research, analytical, and problem-solving skills; ability to absorb and retain information quickly.
• Able to present technical ideas clearly in both user-friendly and business-friendly language.
• Highly self-motivated, detail-oriented, and capable of prioritizing tasks in high-pressure environments.
• Effective team player with excellent oral and written communication skills.
• Ability to meet deadlines, follow instructions, organize multiple tasks, collaborate with coworkers and the public, and maintain a professional demeanor.
• Demonstrates sound judgment and decision-making ability.

Important Notice:

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Benefits:

Regular full-time employees are eligible for a range of benefits designed to support your well-being and work-life balance. Below is an overview of what we offer:

• Health & Wellness:
• Medical Insurance: Comprehensive coverage that includes doctor visits, prescriptions, specialist care, and hospital services.
• Dental Insurance: Coverage for routine check-ups, cleanings and other dental procedures.
• Vision Insurance: Coverage for eye exams, glasses and contact lenses.
• Wellness Program: Free access to the Town's Community Activity Center, participation in wellness challenges, and health resources to help you maintain a healthy lifestyle.
• Retirement & Financial Benefits:
• Texas Municipal Retirement System (TMRS): Upon retirement the Town matches retirement contributions 2:1 to help you save for retirement.
• 457- Pre and Post Tax Deferred Compensation: Voluntary contributions to help you save for retirement.
• Disability Insurance: Long-term and optional short-term disability coverage in the case of illness or injury.
• Paid Time Off:
• Vacation: Paid vacation days each year to help you relax and recharge.
• Sick: Paid sick days each year for illness or medical appointments.
• Holidays: Paid time off for Town recognized holidays, such as New Year's Day, Christmas Eve & Christmas Day, and others.
• Work - Life Balance:
• Employee Assistance Program (EAP): Access to mental health support, financial planning resources and other services for you and your dependents.
• Compressed Work Schedule: Complete your full workweek in fewer than five days.
• Flex Place Work: Work up to 90 days away from the worksite.
• Flex-Time Work Schedule: Flexible arrival and departure times to complete a full workweek of hours.

For details, please contact the Human Resources Department at 972.874.6011 or hr@flowermound.gov.