IT Support Specialist Senior (Austin Water)

City of Austin•Austin, TX

14h•$30 - $37•Onsite

About The Position

JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. What Makes the City of Austin Special? Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation : Work in an environment where employees are valued and innovation thrives. Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits. Retirement Security : Plan for the future with the City of Austin Employees' Retirement System. Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure. Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support. Career Growth : Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country. ABOUT AUSTIN WATER: For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation. Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants. Job Description: IT Support Specialist Senior Purpose: IT Support Specialist Seniors provide high-quality, technical hardware or software expertise and support to end-users in-person, over the phone, by e-mail, by instant message, or by the ticketing system. IT Support Specialist Seniors’ customer service mindset and excellent customer service skills are leveraged in recognizing customer competency levels and communicating accordingly to provide solutions and answers to their questions. Serve as both the first level of contact for customers but also as a source of experience and mentorship to the Support team to provide needed support and services, in a remote and onsite fashion while applying professional program standards and processes.

Requirements

Knowledge of diagnostics, monitoring tools, remote desktop applications & virtual environments.
Knowledge of developing and interpretating 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.
Three (3) years of education related to the job.
Experience may substitute for education for up to (3) years.
Valid Texas Driver’s License depending on assignment.

Nice To Haves

Experience deploying and supporting Microsoft Windows 10 and Windows 11.
Experience deploying and supporting desktop and laptop hardware.
Experience supporting end users utilizing Microsoft Office 365.
Experience supporting a mobile workforce (mobile hardware, VPN, wireless technologies, etc.).

Responsibilities

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.
May provide leadership, work assignments, evaluation, training, and guidance to others.