IT Support Specialist

About This Position

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:

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.





Compensation Range:

The annual hiring range for this position is $22.15-$61.08



Physical Location:

1006 Smith Rd
Austin, TX 78721




Notes to Candidate:

Physical Address:

1006 Smith Rd, Austin, TX 78721

Pay Range: $28.07 - $33.96 per hour

Background Check:

This position requires a criminal background investigation. If selected as the top candidate, you will need a successful Criminal Justice Information System (CJIS) background investigation to be hired.

Must reside in the state of Texas. 

Essential Employee:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.

About the Department:

The City of Austin, Austin Technology Services (ATS) 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 with the City – Primary or Incidental Drivers

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.

Positions with driver’s license minimum qualification:

Driving Requirement:

This position requires a State of Texas Class C Drivers License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin's Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

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.

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

.

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 – that anchor our delivery of 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.

.

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.