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Job Description
Minimum Qualifications- Two (2) years of education related to the job.
- Experience may substitute for education for up to (2) years
Licenses and Certifications Required:
Valid Texas Driver’s License depending on assignment.
Notes to Applicants
Overview:
The IT Support Analyst position will be part of the CTM Service Desk team. This position will be required to provide front line assistance to various city departments to resolve issues involving hardware, software, and licensing. Experience with ServiceNow or other ticketing related software is required. Provide technical guidance, advice, and training to system users and logging all customer interactions, filling out detailed information in tickets and document resolutions. The position will also work on setup and maintenance of user accounts within an enterprise environment.
About the Department:
The City of Austin Communication and Technology Management ( CTM ) Department provides and empowers the City’s business partners and Austin’s residents, visitors and businesses with sustained, reliable, and efficient technology services, infrastructure, and telecommunications. By leveraging state-of-the-art tools, innovative methods, and strategic partnerships, we are at the center of shaping the City of Austin’s IT strategy.
Travel:
If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.
Application Instructions:
In completing your job application, be sure to provide a COMPLETE employment history including past job titles, employment dates and a detailed summary of your job duties, functions, responsibilities, and skills/abilities. A detailed and complete job application is required to help us determine base pay in the event you are selected for this position.
NOTE : A cover letter and/or resume will NOT be accepted or used to substitute for an incomplete job application. Once a position is closed, no additional applications or application changes will be accepted.
All interviews are being conducted virtually via Microsoft Teams.
Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran’s preference.
Working with the City of Austin provides a number of benefits, including medical, paid leave time, a great retirement plan, training opportunities and more! Click here for more information.
This position has been designated as a Critical Employee. Critical Employees are considered necessary and vital and support and activities that impact City or department operations. This work can be done while at a designated work site or while working at an alternate work location. Critical employees who are able to work at an alternative work location are required to do so. Schedules may be modified, and employees may be reassigned to another area during extraordinary situations or emergency conditions to provide essential services.
Pay Range
$26.61 - $33.45
Hours
This position has regular business hours. Monday-Friday
Must reside in the state of Texas.
Job Close Date 11/26/2024 Type of Posting External Department Communications & Tech Mgmt Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Technical Location 6800 Burleson Rd, Build 310, Suite 295, Austin, TX 78744 Preferred Qualifications- Experience providing excellent customer service and advanced end-to-end support in an information technology related job
- Experience in ServiceNow ticketing system or similar ticketing program
- Excellent problem-solving abilities
- Document procedures in a knowledge base environment.
This position is posted at multiple levels. Please select the appropriate job description. 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. 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 requests for general IT support. Conducts and manages the logging of issues and generation of trouble service requests. Diagnoses and resolves problems. Escalates problems to the appropriate level of expertise. 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. Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing). Participates 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:
None.
Knowledge, Skills and Abilities
This position is posted at multiple levels. Please select the appropriate job description. 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 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.
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 (512) 974-3210 or Texas Relay by dialing 7-1-1.
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 orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s 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.
Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.
Supplemental Questions
Required fields are indicated with an asterisk (*).
* The minimum qualifications for IT Support Specialist Include two (2) years of education related to the job. Experience may substitute for education for up to (2) years. Do you meet these qualifications?- Yes
- No
- I acknowledge and understand this position requires a Criminal Justice Information System (CJIS-Criminal Background Investigation).
(Open Ended Question)
* Describe your experience in ServiceNow ticketing system or similar ticketing program.
(Open Ended Question)
* Explain your excellent problem solving abilities.
(Open Ended Question)
* Explain your document procedures in a knowledge base environment.
(Open Ended Question)
Optional & Required Documents
Required Documents Optional Documents -
ABOUT THE COMPANY
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City of Austin
Show moreThe City of Austin
This vibrant and dynamic city tops many lists for business, entertainment, and quality of life. One of the country’s most popular, high-profile “green” and culturally rich cities, Austin was recently selected the number one Best Place to Live in the U.S. (U.S. News & World Report). In 2016, Forbes named Austin the city most likely to prosper over the next decade on their America’s Cities of the Future list, and the City of Austin ranked in the top ten on the Forbes list of America’s Best Employers for 2017.
Austin continues to lead with its vision of being the Most Livable City in the Country, emerging as a player on the international scene with such events as SXSW, Austin City Limits, Formula 1, and being home to companies such as Apple, Samsung, Dell, and Ascension Seton Healthcare. From the home of state government and the University of Texas to the Live Music Capital of the World and its growth as a film center, Austin has gained worldwide attention as a hub for education, business, health, and sustainability.
The City offers a wide range of events, from music concerts, food festivals, and sports competitions to museum displays, exhibits, and family fun. Austin is also home to a wonderful ballet, world-class museums, one-of-a-kind shopping, and beautiful outdoor spaces. You can just as easily spend your morning paddling the lake as you can strolling through a celebrated history museum.
Located at the edge of the Texas Hill Country—rolling terrain of limestone bluffs, springs, rivers, and lakes—Austin’s temperate climate is ideal for year-round jogging, cycling, hiking on the City’s many trails, or swimming at Barton Springs or one of the area’s many other swimming holes.
There are a number of excellent golf courses in the area as well as recreational opportunities for rowing, kayaking, canoeing, camping, rock climbing, disc golf, mountain biking, fishing, and more. Austin truly has something to offer for everyone.
City Government
The City of Austin is a progressive, full-service municipal organization operating under the Council-Manager form of government. Austin has a 10-1 council system with an at-large Mayor and Council Members that represent ten districts. The Mayor and Council Members may serve in their respective seats for four years with a maximum of two consecutive terms.
The City Council appoints the City Manager who is the chief administrative and executive officer of the City. The City Manager is responsible for guiding and directing day-to-day operations, as well as providing strategic research, recommendations, and management leadership to the City Council on the city budget, programs, policies, and services. The City Manager implements the organization’s administrative responsibilities with a strong team of Assistant City Managers and department executives. Supported by a staff of more than 14,000 and a budget of $4.1 billion, the City Manager and staff deliver a broad range of services to the citizens of Austin.
The City Council and City Manager of Austin are committed to the mission of delivering the highest quality, cost-effective services. Austin is a beacon of sustainability, social equity, and economic opportunity; where diversity and creativity are celebrated; where community needs and values are recognized; where leadership comes from its community members, and where the necessities of life are affordable and accessible to all.
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