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 or Certifications:

Valid Texas Driver’s License depending on assignment.
Notes to Applicants
Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.

• Detailed, complete Employment Application is required to help better evaluate the applicant’s qualifications - minimum and preferred as noted on the job posting. Incomplete applications will be disqualified.
• You must use “N/A” for fields that are not applicable.
• Employment history dates must include month and year as well as the name and contact information for the supervisor and/or human resources department.
• Verification of employment history dates on resume should match online Employment Application.
• Starting salary will be based on overall relevant experience from youremployment application, not your resume or cover letter.
• Please note that Austin Municipal Court may close the job posting at any time after 7 days from the date of the initial advertisement.

Additional Information:

This position will require travel when necessary for business needs between work locations (505 Barton Springs Rd, Austin, TX 78704 and 6800 Burleson Road, Building 310, Ste 175 Austin TX, 78744).

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.

CBI :
If selected as top candidate for this position you must pass a Criminal Justice Information Systems ( CJIS ) fingerprint-based background check to be hired and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

Skills assessments may be used to determine selection for interview process after initial applicant review.

Working with the City of Austin provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click HERE for more information.

This position is eligible for Public Service Loan Forgiveness ( PSF ) Program. This program is a federal program that is intended to encourage individuals to work in public service by forgiving the balance of their federal student loans.
Pay Range
$26.61 - $31.87

Hours
Please note: Schedule may include days, evenings, nights, weekends and/or holidays. Municipal Court is a 24 hour, 7 days per week business operation. Schedule/location may change based upon business needs.
Job Close Date 12/05/2024 Type of Posting External Department Municipal Court Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Technical Location 505 Barton Springs Rd, Austin, TX 78704 Preferred Qualifications 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 (*).
* This position requires two (2) years of education related to the job. Experience may substitute for education up to two (2) years. Do you meet these minimum 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 CBI to be hired.

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

* Are you willing to accept call-back and/or on-call assignments?

• Yes
• No

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* Briefly and concisely describe your experience trouble shooting user issues with hardware, network, and/or software problems. Please indicate where this is accounted for on your application.
(Open Ended Question)
* Briefly and concisely describe your experience securing and managing assets. Please indicate where this is accounted for on your application.
(Open Ended Question)
* Briefly and concisely describe your experience building/configuring PC's. Please indicate where this is accounted for on your application.
(Open Ended Question)
* Briefly and concisely describe your experience using Active Directory. Please indicate where this is accounted for on your application.
(Open Ended Question)
* List any technical certifications held:
(Open Ended Question)


Optional & Required Documents

Required Documents Resume Optional Documents Cover Letter

• 

• City of Austin

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