City of Austin - JOB DESCRIPTION
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City of Austin - JOB DESCRIPTION |
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IT Support Analyst |
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| FLSA: | Standard/Non-Exempt | EEO Category: | (50) Para-Prof |
| Class Code: | 11241 | Salary Grade: | LK4 |
| Approved: | April 23, 2012 | Last Revised: | May 27, 2015 |
| Purpose: | |||
End-to-end Tier I software and hardware technical support services for internal and external customers. |
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| 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. 1. Installs, maintains and provides technical support for users. 2. Performs hardware, software, and applications support and preventative maintenance 3. Performs end-to-end environment appropriate support utilizing best practices and documented procedures 4. Works with customers and purchasing to identify solutions, and obtain quotes for those solutions. 5. Responsible for inventory management and record keeping 6. Develops, documents, publishes and provides communications 7. Performs system administration functions 8. Contributes to team dynamics and successes 9. Records incidents and events information 10. Diagnoses and resolves or escalates technical support 11. Responds to Service Desk requests |
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| Responsibilities - Supervisor and/or Leadership Exercised: | |||
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None |
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| 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 standard application and operation systems used by COA • Knowledge of desktop hardware and software • Skill in entry-level technical writing and verbal communication • Ability to demonstrate initiative and professionalism • Ability to build rapport and elicit problem details from customers • Ability to quickly identify and learn appropriate software and hardware • Ability to triage, engage others, and escalate appropriately • Ability to write accurate reports, data and system documentation • Ability to pro-actively problem solve • Ability to adjust to frequently to changing priorities |
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| Minimum Qualifications: | |||
Two (2) years of education related to the job. Experience may substitute for education up to two (2) years |
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| Licenses and Certifications Required: | |||
| None. | |||
| This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty. |