Minimum Qualifications
- Two (2) years of education related to the job.
- Experience may substitute for education for up to (2) years.
Notes to Applicants
POSITION OVERVIEW : 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.
ASSESSMENT A skills assessment will be required for this position.
DRIVER’S REQUIREMENT This position must travel between various locations as part of the regular job duties and the individual will be required to drive a City vehicle. Position will also be required to drive on the AOA .
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 the
City of Austin’s 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. Job Offer is contingent on having a driving record that meets the City’s Driver Record Evaluation Standards.
APPLICATION INFORMATION
- A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position.
- Please list your complete employment history, to include all job duties, responsibilities and employment dates on your online application.
- The application is an official document; incomplete applications will not be considered (i.e., “see resume” or “see LinkedIn profile”).
- Resumes will not be used to qualify for the position and will not be used to recommend salary.
- Supplemental information or changes to your application will not be accepted after the job posting closes.
- The responses to the supplemental questions inquiring about experience should be reflected on your application.
VETERAN Veteran candidates will be required to provide a copy of their DD214 at the time of interview.
ESSENTIAL PERSONNEL This position is categorized as essential personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and in some cases when they are not scheduled.
CRIMINAL HISTORY RECORDS CHECK The top candidate will be subject to a minimum 10 year criminal background check and security threat assessment.
GOOD STANDING - DEPARTMENT / DIVISION EMPLOYEES Employees, in good standing, who are candidates within the department/division that the position resides in and who meet the minimum and preferred qualifications (if any) of the position will be included in the initial interview. Department/division employees must remain in good standing through the top candidate selection phase at which time the good standing status will be re-verified.
LANGUAGE Must have the ability to read, write, and fluently speak in English.
OVERTIME Overtime may be required with or without notice.
WORK HOURS Shift may change according to departmental needs; work hours may include after hours, holidays, and weekend work.
DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS . Pay Range
$26.26 - $31.45
Hours
Core Hours:
Monday - Friday: 8:00 a.m. - 5:00 p.m.
Hours may change depending on departmental needs.
Work hours may include after-hours, holidays, and weekend work.
Job Close Date 08/12/2024 Type of Posting External Department Aviation Regular/Temporary Temporary Grant Funded or Pooled Position Not Applicable Category Technical Location Austin Bergstrom International Airport (AUS) Preferred Qualifications
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. 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
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.
Criminal Background Investigation This position has been approved for 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 QuestionsRequired 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?
* The Transportation Security Administration (TSA-division of the USA Dept. of Homeland Security) requires all employees of the Austin-Bergstrom International Airport to pass a minimum 10-year criminal background investigation and security threat assessment. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful Criminal Background Check to be hired.
- I acknowledge and understand this position requires a 10-year Criminal Background Investigation and security threat assessment
* Were you referred to this opportunity by a current Aviation employee? If yes, please provide the employee’s full name.
(Open Ended Question)
Optional & Required DocumentsRequired Documents Optional Documents
