City of Austin - JOB DESCRIPTION
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City of Austin - JOB DESCRIPTION |
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IT Support Analyst Senior |
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| FLSA: | Standard/Non-Exempt | EEO Category: | (30) Technicians |
| Class Code: | 14957 | Salary Grade: | LK5 |
| Approved: | April 14, 2014 | Last Revised: | June 07, 2019 |
| Purpose: | |||
Under minimal direction, provides advanced end-to-end technical support services on all Tier II hardware, software and application service requests
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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. Performs systematic analysis for identifying and diagnosing faults and determining root causes
2. Improves Tier I and Tier II business processes
3. Provides key performance indicator analysis and reports to management
4. Works with customers and purchasing to recommend, obtain quotes and deploy new solutions.
5. Recommends performance improvements
6. Performs advanced end-to-end support utilizing industry best practices
7. Serves as lead resource on teams
8. Performs advanced system administration functions
9. Develops, documents, publishes and provides advanced communications
10. Provides advanced and escalated technical support
11. Performs complex hardware, software, and applications support and preventative maintenance
12. Manages inventory and record keeping |
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| Responsibilities - Supervisor and/or Leadership Exercised: | |||
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May provide technical leadership, work assignments, training, and guidance to others
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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
• Skill in accurate reporting, documenting, and entering data and reconciling and escalating issues
• Skill in technical writing and excellent verbal communication
• Skill in proactive approach to problem solving
• Ability to demonstrate initiative and professionalism
• Ability to build rapport and elicit problem details from customers
• Ability to identify and learn appropriate software and hardware
• Ability to triage, engage others, and escalate appropriately
• Ability to identify and analyze system-to-system faults
• Ability to provide in-depth technical advice, guidance and training to technicians and customers
• Ability to troubleshoot and restore all Tier I and Tier II hardware and software problems
• Ability to follow-through with minimal direction
• Ability to adjust to frequently changing priorities
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| Minimum Qualifications: | |||
Three (3) years of education related to the job.
Experience may substitute for education up to three (3) years
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| Licenses and Certifications Required: | |||
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None |
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| 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. |