IT Support Specialist Senior (City of Austin Employees Only)

Minimum Qualifications

• Three (3) years of education related to the job.
• Experience may substitute for education for up to (3) years.

Licenses or Certifications:

Valid Texas Driver’s License depending on assignment.

Notes to Applicants
Position Overview
Provides high-quality technical support for hardware and software to end-users through multiple channels, including primarily ServiceNow. This position resolves complex IT issues while mentoring and guiding the support team. The employee will lead by example in troubleshooting, knowledge sharing, and problem-solving while ensuring that tasks are completed within established timelines. This role emphasizes customer service, technical leadership, and collaboration within the team and across the department.

Primary duties include managing daily service incidents and requests, ensuring adherence to IT security practices, and contributing to process improvements and documentation efforts under a Shift-Left strategy. The IT Support Specialist Senior also provides leadership in asset management and procurement activities. The incumbent will ensure they stay current with evolving technologies and best practices to enhance the overall efficiency of the Health IT support function.

Assessments:
Skill level in competency areas for this position will be assessed through an In-person assessment for the selected applicants.

Driving Requirement:

• This position requires a Valid Texas Class C Driver’s License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin’s Driver Record Evaluation ( DRE ) requisite . To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

APH Information:

• This position supports Austin Public Health’s Mission and Core Purpose identified in the Austin Public Health Strategic Plan .
• Departmental Competencies related to the position can be found on Austin Public Health’s website .

Be a part of Austin Public Health, https://youtu.be/wJgNIc3ivkA .

Immunization Requirement:

• Due to high-risk areas, Austin Public Health employees must comply with the department’s immunization policy.

Grant Funded Position

• This position is grant-funded, meaning its financial support comes from allocated funds that may be modified, reduced, or canceled at the discretion of the City of Austin or the grant provider.

Regarding your application:

• Incomplete applications will not be considered.
• Qualifying education experience, knowledge, skills, and abilities must be clearly stated on your application. Resumes are welcome, but we do not use any information provided on your resume to qualify and refer you to the hiring department.
• Work experience listed must include a month, year, and a verifiable Supervisor or Human Resources phone number.
• Each individual who submits an Application as provided in the Municipal Civil Service Rules and meets the Minimum Qualifications for a Competitive Position shall be considered a Candidate for that Position. Employees in Good Standing who are candidates within the Department or division that the Position resides in and who meet the Minimum and Preferred Qualifications (if any) of the Position will be included in the initial interview.

Additional Information:

• When public health responds to an emergency, you may be assigned activities that are outside your regular job description. This may involve responding at any time, including nights and weekends, with possible deployment to locations other than Austin Public Health.
• This position is eligible for the Public Service Loan Forgiveness ( PSF ) Program. This federal program is intended to encourage individuals to work in public service by forgiving the balance of their federal student loans. To qualify, the individual must have made 120 qualifying payments while employed by a qualifying employer.

If you are selected to interview:

• Military/Veterans must provide a copy of their DD214 at the time of the initial interview to receive military/veteran interview preference
• This position will require a pre-employment Criminal Background Investigation ( CBI ).
• If you are identified as a top candidate, verification of your education, which may include High School graduation or GED , undergraduate, and/or graduate degrees, will be required.

Electronic Notification to Applications:

• Applicants will be notified via e-mail to communicate important information related to the status of their application as part of an ongoing effort to increase operational efficiency, promote a green environment, and minimize delays and costs.
• Please ensure that the email address and contact information you provide are current, secure, and readily accessible to you. We will not be responsible in any way if you do not receive our e-mails or fail to check your inbox in a timely manner.
• Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days

Pay Range
$29.23 - $36.54

Hours
Monday - Friday
8:00 a.m. - 5:00 p.m.
*This position is primarily in the office and may have some work from home.
Job Close Date 11/04/2024 Type of Posting Reserved for City Employees Department Austin Public Health Regular/Temporary Regular Grant Funded or Pooled Position Grant Funded Category Professional Location Bergstrom Tech Campus - 6800 Burleson Rd Preferred Qualifications

• Experience with ServiceNow: Proven experience managing and resolving incidents and requests using ServiceNow, with a focus on maintaining high-quality documentation and supporting a shift-left strategy.

• Leadership and Mentorship Experience: Demonstrated ability to lead and mentor a technical support team, providing guidance in troubleshooting and problem-solving, while fostering collaboration and knowledge sharing.

• Proficiency in Process Improvement and Documentation: Experience in identifying process inefficiencies, developing self-service solutions, and documenting key procedures to support a shift-left strategy.

• Experience with IT Asset Management and Procurement: Hands-on experience managing IT assets and participating in procurement activities, ensuring compliance with organizational policies.

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

Interacts with end-users to provide technical support in response to application or system issues. Conducts and manages logging of issues, diagnoses and resolves problems and escalates problems to the appropriate level. Provides high-quality customer service while using technical expertise to support end-users in-person, on the phone, by e-mail, by instant message, or by a case management system. Provides the first level of contact and response to complex requests for general IT support. Conducts and manages the logging of issues and generation of trouble service requests. Diagnoses and resolves problems. Documents, tracks and monitors reported incidents to ensure timely resolution. Provides administrative support, such as updating user account information, unlocking accounts, and addressing password issues, as needed. Implements and monitors the use, privacy, and confidentiality policies. Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing) and provides guidance to the Technical Support team. Leads in all user provisioning activities, procurement, voice requests, and maintaining and monitoring all assets. Provides software support for Microsoft Windows, Microsoft Office, common desktop applications, and City/department-developed applications, including feature and function usage. Manages, monitors, and prioritizes daily flow within the service request case management system, and email and phone queues to meet service levels.

Responsibilities- Supervision and/or Leadership Exercised:

May provide leadership, work assignments, evaluation, training, and guidance to others.
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of diagnostics, monitoring tools, remote desktop applications & virtual environments.
• Knowledge of developing and interpreting process flow diagrams, and overall network design and implementation.
• Knowledge of helpdesk ticketing systems, enterprise products, services or solutions, and service level agreements.
• Knowledge of software, hardware, and networking systems and best practices to support these systems.
• Ability to research to diagnose appropriate solutions, to follow standard procedures for escalation, and to prepare accurate and timely reports.
• Ability to multitask in an everchanging customer driven environment and manage several open issues at one time that span different levels of context.
• Ability to communicate effectively with customers and clients from issue initiation through to completion and follow up.
• Ability to anticipate, identify and define problems and seek root causes and to develop and implement practical and timely solutions.
• Ability to tailor questions and instructions to a customer’s competency level, communicate technical information to diverse audiences orally and in writing in an easily understood, authoritative and actionable manner and to document technical knowledge in the form of manuals and SOPs.
• Ability to assert ideas and persuade others to gain support across a matrixed organization.
• Ability to follow standard procedures for proper escalation of unresolved issues and follow through and resolve common issues with minimal direction
• Ability to comprehend requirements and make appropriate recommendations, sustaining communication with customers/departments/users until their issue is resolved.
• Ability to research to diagnose an appropriate solution, multitask and manage several open issues at one time, prepare accurate and timely reports.
• Skill in incident reporting, troubleshooting, and issue/ticket resolution.
• Skill in installation/configuration, documentation, process orientation, and testing to provide first-hand resolution to problems.
• Skill in customer feedback analysis, incident reporting, and troubleshooting.
• Ability to adhere to required compliance to all change management policies and procedures.
• Ability to adhere to required compliance to all information security policies and procedures.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for the IT Support Specialist Senior position are three (3) years of education related to the job. Experience may substitute for education for up to (3) years. Do you meet these minimum qualifications?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

* Are you a current APH Department employee?

• Yes
• No

* Are you a current City of Austin employee?

• Yes
• No

* Due to working in high risk areas, applicants applying for this position must comply with the departments immunization policy as a condition of employment. Can you meet this requirement?

• Yes, I will comply to the vaccinations required by the APH department
• No, I cannot meet this requirement

* The City of Austin Driver Eligibility Standards require that External New Hires meet the City’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months. Do you meet this requirement?

• Yes
• No

* Please describe your experience managing and resolving incidents and requests using ServiceNow. How do you ensure high-quality documentation and support for a shift-left strategy in your current or previous role?
(Open Ended Question)
* This position requires a valid Texas Class C Driver License. Do you have a valid Texas Class C Driver License or, if selected for this position, do you have the ability to acquire a valid Texas Class C Driver License by your hire date?

• Yes
• No

* Provide an example of when you led and mentored a technical support team. How did you provide guidance in troubleshooting and problem-solving, and how did you foster collaboration and knowledge sharing within the team?
(Open Ended Question)
* In the prior twelve months have you been employed by, owned any interest in, or been an officer or board member, for any business entity, including a non-profit organization, that is transacting any business with the City of Austin, including a recipient of any contracts, grants, or any funds of any kind from the City of Austin?

• Yes
• No
• Don't know

If you answered yes to the previous question, please explain below.
(Open Ended Question)
* What experience do you have in identifying process inefficiencies and developing self-service solutions? How have you contributed to documenting key procedures to support a shift-left strategy in your previous positions?
(Open Ended Question)
* Please describe your experience with IT asset management and procurement. How have you ensured compliance with organizational policies in managing IT assets and participating in procurement activities?
(Open Ended Question)


Optional & Required Documents

Required Documents Resume Optional Documents Cover Letter

• 

• City of Austin

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