IT Support Specialist

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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. Our guiding principles-Empathy, Ethics, Excellence, Engagement, and Equity - anchor our approach in delivering services that significantly impact the lives of Austin residents. 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.
  
• Diverse and Inclusive Workplace: Work in an environment where every voice is 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 designed to 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 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.

Job Description:

IT Support Specialist

Purpose:

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.

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.
  

Minimum Qualifications:

• 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.

Preferred Qualifications:

• E xperience provisioning new computers using Autopilot and Experience decommissioning computers.
  
• E xperience managing endpoints (Windows computers, android devices, Apple computers, et cetera) with Microsoft Intune, WorkspaceOne (Airwatch) or similar endpoint management system.
  
• E xperience providing customer service in an information technology related job.
  
• E xperience using ServiceNow or other IT service desk software.
  

Notes to Candidate:

Overview of the Position:

The IT Support Specialist will be a key member of the End Point Management Team. This role involves performing systematic analyses to identify and diagnose faults, determining root causes, and ensuring the smooth operation of our organization's technology. Under moderate supervision, the IT Support Specialist will provide tier I and II technical support for hardware, software, applications, and network-related service requests via phone, email, and in-person, ensuring timely resolution and excellent customer service.

Key responsibilities include:

• Utilizing Service Now or other IT service desk software in a production IT environment.
  
• Performing complex hardware, software, and application support and preventative maintenance.
  
• Conducting system administration functions.
  

The position also requires experience with
- Autopilot for PC provisioning.
- PC Life-cycle management.

Must reside in the state of Texas. Standard business hours. This role is primarily on-site.

Pay Range
$26.61 - $33.45

Critical Employee:

This position has been designated as a Critical Employee. Critical Employees are considered necessary and vital and support 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. (Make sure it is noted that employee will have to return to work site).

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: If you are a current City of Austin employee (FTE or TEMP), please apply using the internal Workday site. If applying as a COA contractor, use the external Workday site. 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.

Use of AI is strictly prohibited to respond to the application and during the interview process.

All interviews are being conducted over the phone, Microsoft Teams Phone (no video required) or virtually via Microsoft Teams (video required), or in person.

Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, we will reach out for professional references including your most recent supervisor. 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.

Important Note to Applicants:
Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

Benefits

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 .

EEO Statement for City of Austin:

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.

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.

Closing Date/Time: 2025-09-26

• 

• City of Austin

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