City of Austin - JOB DESCRIPTION

IT Support Specialist Senior

IT Support Specialist Seniors provide high-quality, technical hardware or software expertise and support to end-users in-person, over the phone, by e-mail, by instant message, or by the ticketing system. IT Support Specialist Seniors’ 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 both the first level of contact for customers but also as a source of experience and mentorship to the Support team to provide needed support and services, in a remote and onsite fashion while applying professional program standards and processes.

1. Interacts with end-users to provide technical support in response to application or system issues.
2. Conducts and manages logging of issues, diagnoses and resolves problems and escalates problems to the appropriate level.
3. 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.
4. Provides the first level of contact and response to complex requests for general IT support.
5. Conducts and manages the logging of issues and generation of trouble service requests.
6. Diagnoses and resolves problems.
7. Documents, tracks and monitors reported incidents to ensure timely resolution.
8. Provides administrative support, such as updating user account information, unlocking accounts, and addressing password issues, as needed.
9. Implements and monitors the use, privacy, and confidentiality policies.
10. Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing) and provides guidance to the Technical Support team.
11. Leads in all user provisioning activities, procurement, voice requests, and maintaining and monitoring all assets.
12. Provides software support for Microsoft Windows, Microsoft Office, common desktop applications, and City/department-developed applications, including feature and function usage.
13. Manages, monitors, and prioritizes daily flow within the service request case management system, and email and phone queues to meet service levels.

May provide leadership, work assignments, evaluation, training, and guidance to others.

• Knowledge of diagnostics, monitoring tools, remote desktop applications & virtual environments.
• Knowledge of developing and interpretating process flow diagrams, and overall network design and implementation.
• Knowledge of helpdesk ticketing systems, enterprise products, services or solutions, and service level agreements.
• Knowledge of software, hardware, and networking systems and best practices to support these systems.
• Ability to research to diagnose appropriate solutions, to follow standard procedures for escalation, and to prepare accurate and timely reports.
• Ability to multitask in an everchanging customer driven environment and manage several open issues at one time that span different levels of context.
• Ability to communicate effectively with customers and clients from issue initiation through to completion and follow up.
• Ability to anticipate, identify and define problems and seek root causes and to develop and implement practical and timely solutions.
• Ability to tailor questions and instructions to a customer’s competency level, communicate technical information to diverse audiences orally and in writing in an easily understood, authoritative and actionable manner and to document technical knowledge in the form of manuals and SOPs.
• Ability to assert ideas and persuade others to gain support across a matrixed organization.
• 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 research to diagnose an appropriate solution, multitask and manage several open issues at one time, 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.

• Three (3) years of education related to the job.
• Experience may substitute for education for up to (3) years.

Valid Texas Driver’s License depending on assignment.