Temporary - IT Support Specialist (Austin Water)

City of Austin•Austin, TX

4d•$27 - $32

About The Position

IT Support Specialists provide high-quality, technical software support to end-users in-person, over the phone, by e-mail, by instant message, or by the ticketing system. IT Support Specialists’ 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 the first level of contact for customers and provide needed support and services, both remote and onsite fashion while applying professional program standards and processes.

Requirements

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
Two (2) years of education related to the job. Experience may substitute for education for up to (2) years.
Valid Texas Driver’s License.

Nice To Haves

Experience deploying and supporting Microsoft Windows 10.and Window 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.).
Ability to travel to more than one work location.

Responsibilities

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.

Benefits

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.

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