Temporary - IT Support Specialist

Minimum Qualifications
Education and/or Equivalent Experience:

• Two (2) years of education related to the job.
• Experience may substitute for education for up to (2) years.

Licenses and Certifications Required:
Valid Texas Driver’s License depending on assignment.
Notes to Applicants
Overview:
The IT Support Analyst for Public Safety Customer Relationship Management will perform, with direction from the IT Manager, all operational upgrades, repairs, replacements, new implementations, security of devices, and preventative maintenance. This position is responsible for ensuring Public Safety end users are provided efficient and timely support by improving operations, decreasing turn-around times and streamlining processes to provide the best quality customer service to our Public Safety agencies and partners. The position requires demonstrated agility and adaptability in meeting operational requirements and obtaining and deploying organizational resources.

About the Department:

The City of Austin Communication and Technology Management ( CTM ) Department provides and empowers the City’s business partners and Austin’s residents, visitors and businesses with sustained, reliable, and efficient technology services, infrastructure, and telecommunications. By leveraging state-of-the-art tools, innovative methods, and strategic partnerships, we are at the center of shaping the City of Austin’s IT strategy.

Travel:

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Application Instructions:
In completing your job application, be sure to provide a COMPLETE employment history including past job titles, employment dates and a detailed summary of your job duties, functions, responsibilities, and skills/abilities. A detailed and complete job application is required to help us determine base pay in the event you are selected for this position.

NOTE : A cover letter and/or resume will NOT be accepted or used to substitute for an incomplete job application. Once a position is closed, no additional applications or application changes will be accepted.

All interviews are being conducted virtually via Microsoft Teams.


Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran’s preference.

Working with the City of Austin provides a number of benefits, including medical, paid leave time, a great retirement plan, training opportunities and more! Click here for more information.

This position has been designated as a Critical Employee. Critical Employees are considered necessary and vital and support and activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.
Pay Range
$26.61 - $33.45
Hours
This position has regular business hours. Monday-Friday
Must reside in the state of Texas.
Job Close Date 12/26/2024 Type of Posting External Department Communications & Tech Mgmt Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Technical Location 5010 Old Manor Road, Austin, Texas, 78723 Preferred Qualifications
Preferred Experience:

• Experience supporting Windows 10 / 11 and associated computer hardware in a major enterprise environment utilizing Microsoft Active Directory and Group Policy.
• Experience in PC lifecycle management.
• Experience in network troubleshooting.
• Experience supporting VoIP phones, mobile phones and tablets, using industry standard practices and toolsets.

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. 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 requests for general IT support. Conducts and manages the logging of issues and generation of trouble service requests. Diagnoses and resolves problems. Escalates problems to the appropriate level of expertise. 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. Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing). Participates 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 - Supervisor and/or Leadership Exercised:
None
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 software, hardware, and networking systems and best practices to support these systems.
• Knowledge of diagnostic and monitoring tools and helpdesk software/ ticketing system.
• Knowledge of standard application and operating systems (e.g., Linux/Windows, Mac OS), remote desktop applications, and virtual environments
• Knowledge of service level agreements approved and communicated across the City for systems.
• 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 multitask and manage several open issues at one time.
• Ability to research to diagnose an appropriate solution.
• Ability to 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 IT Support Specialist Include two (2) years of education related to the job. Experience may substitute for education for up to (2) years. Do you meet these qualifications?

• Yes
• No

* This position requires a criminal background investigation (CBI). 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 Criminal Justice Information System (CJIS) to be hired.

• I acknowledge and understand this position requires a Criminal Justice Information System (CJIS-Criminal Background Investigation).

* Describe in detail your experience supporting Windows 10 / 11 and associated computer hardware in a major enterprise environment utilizing Microsoft Active Directory and Group Policy.
(Open Ended Question)
* Describe your experience in PC lifecycle management.
(Open Ended Question)
* Describe your experience in network troubleshooting.
(Open Ended Question)
* Please describe your experience supporting VoIP phones, mobile phones, and tablets, using industry standard practices and toolsets.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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