City of Austin - JOB DESCRIPTION

IT Support Specialist

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.

1. Interacts with end-users to provide technical support in response to application or system issues.
2. 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.
3. Provides the first level of contact and response to requests for general IT support.
4. Conducts and manages the logging of issues and generation of trouble service requests.
5. Diagnoses and resolves problems.
6. Escalates problems to the appropriate level of expertise.
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. Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing).
10. Participates in all user provisioning activities, procurement, voice requests, and maintaining and monitoring all assets.
11. Provides software support for Microsoft Windows, Microsoft Office, common desktop applications, and City/department-developed applications, including feature and function usage.
12. Manages, monitors, and prioritizes daily flow within the service request case management system, and email and phone queues to meet service levels.

• 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.

• Two (2) years of education related to the job.
• Experience may substitute for education for up to (2) years.

Valid Texas Driver’s License depending on assignment.