IT Support Specialist Senior (Austin Water)

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Job Description:

IT Support Specialist Senior

Purpose:

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.

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.

• Conducts and manages logging of issues diagnoses and resolves problems and escalates problems to the appropriate level.

• 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 complex requests for general IT support.

• Conducts and manages the logging of issues and generation of trouble service requests.

• Diagnoses and resolves problems.

• 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.

• Implements and monitors the use privacy and confidentiality policies.

• 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.

• Leads 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:

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

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 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 customers 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.

Minimum Qualifications:

• Three (3) years of education related to the job.

• Experience may substitute for education for up to (3) years.

Licenses and Certifications Required:

Valid Texas Drivers License depending on assignment.

Preferred Experience

• Experience deploying and supporting Microsoft Windows 10 and Windows 11.

• Experience deploying and supporting desktop and laptop hardware.

• Experience supporting end users utilizing Microsoft Office 365.

• Experience supporting a mobile workforce (mobile hardwareVPN wireless technologies etc.).

Notes to Candidate:

Position Overview:

This position will be responsible for providing technical support to the AMI operations and AMI pilot programs including field activities related to pressure sensing and leak detection. Additionally this position will support data analysis report building and determining root cause of data discrepancies to ensure remediation of data-related issues. This position will interact directly with customers and the candidate selected for this position needs to be proficient in conflict management.

Pay Range:

$29.89 - $37.37 Hourly

Position(s) will be filled at the following location:

Waller Creek Center (625 E 10th Street Austin 78701)

Days and Hours:

Monday - Friday 8:00 a.m. 5:00 p.m. with limited flexibility

Benefits:

Working with Austin Water provides a number of health and welfare benefits such as medical paid leave time a great retirement plan training opportunities and more click HERE for more information.

When completing the City of Austin employment application:

• A detailed complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position.

• Provide each job title and accurate employment dates for all jobs included on the application.

• Your work history should include the duties you performed any supervisory or lead responsibilities and any equipment and computer software used.

• The City of Austin employment application is an official document; incomplete applications will not be considered.

• Resumes will not be accepted.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.

• If you are in the military or a veteran you will need to provide a copy of your DD-214 prior to confirming a start date.

Driving Requirement:
This position requires a valid Texas Class C Driver License or the ability to acquire one by your hire date. External New Hires must meet theCity of Austins 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.

Critical Employee:

• This position has been designated as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions.

Secondary Employment:

• All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employees duty and responsibility to the Department.

• Austin Water will review all secondary employment.

• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water as well as current Austin Water employees considering secondary employment.

90-day Provision:

This posting may be used to fill additional vacancies that occur within the department.

All Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite including construction sites parking lots garages or in any personal vehicle located on the premises.

Please note this posting may close any time after 7 days.

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 addition the City will not discriminate in employment decisions on the basis of an individuals 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 or Texas Relay by dialing 7-1-1.