IT Support Specialist Senior

Minimum Qualifications
Education and/or Equivalent Experience:

• 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 Driver’s License depending on assignment.

Notes to Applicants

Position Overview:
Thank you for applying to this position, please note this is NOT a typical IT related position.

This position will require you to have knowledge in physical security systems such as Access Control (Badge / ID readers), Intrusion Detection systems (perimeter breach of physical buildings) and surveillances system ( CCTV / video monitoring)

You will install and maintain the security systems and program and maintain all equipment related to the security systems including desktop workstations, servers, and network infrastructure as needed.

Working with Austin Water provides a number of benefits including 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:

• Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
• 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. Be sure to provide job title and employment dates for all jobs you wish to be considered.
• A resume is required but will not substitute for a complete employment application. Please do not use the phrase “see resume” or refer to other documents to complete your application. Do not leave the “Duties and Responsibilities” sections blank. These will be considered incomplete applications. Incomplete applications will not be considered.

If you are selected to interview:

• Some of the competency areas for this job will be assessed through skills testing - specifically, your competency in Microsoft Excel, Outlook and Word - with a required minimum passing score of 70%.

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 and proof of your professional licenses or certifications.
• 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.

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.

Secondary Employment:

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

Effective October 1, 2014, 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 lot, garage or in any personal vehicle located on the premises.
Pay Range
$28.85 - $36.06

Hours
7:00 a.m. - 4:00 p.m.
Monday - Friday
Job Close Date 07/30/2024 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location Waller Creek 625 East 10th Street, Austin, TX Preferred Qualifications
Preferred Experience:

• Experience using Genetec or similar Security Center Software Systems
• Experience with structured cabling concepts and principles, NEC cable listings and conduit standards, and NEC 300.21
• Technical experience with network systems, desktop operating systems, user applications and system integration
• Experience with Access Control systems and devices
• Ability to travel to more than one work location

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- Supervision and/or Leadership Exercised:

• May provide technical leadership, work assignments, 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 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.

Criminal Background Investigation This position does not require a Criminal Background Investigation EEO/ADA
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 (*).
* This position requires three (3) years of education related to the job. Experience may substitute for education up to three (3) years. Do you meet these minimum qualifications?

• Yes
• No

* Do you have experience working with Genetec or similar access control, CCTV and intrusion detection systems, to include system programming, daily maintenance and system upgrades?

• Yes
• No

* How many years of experience do you have working with Genetec or similar access control, CCTV and intrusion detection systems, to include system programming, daily maintenance and system upgrades?

• Less than one (1) year
• One (1) to three (3) years
• Three (3) to five (5) years
• Five (5) or more years

* This position will be required to maintain the physical security systems in the field as well as desktop workstations, servers and network equipment. You will work on badge readers, door locking mechanisms, intrusion detection systems, such as gate and door contacts and video cameras mounted on poles and side of buildings. Are you willing to complete this type of task?

• Yes
• No

* Do you have experience working with physical access control systems and the ability to program, install and maintain this type of equipment?

• Yes
• No

* Do you have technical experience with network systems, desktop operating systems, user applications and system integrations?

• Yes
• No

* How many years of technical experience do you have with network systems, desktop operating systems, user applications and system integrations?

• Less than one (1) year
• One (1) to three (3) years
• Three (3) to five (5) years
• Five (5) or more years

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee’s full name.
(Open Ended Question)


Optional & Required Documents

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