Minimum Qualifications
- Three (3) years of education related to the job.
- Experience may substitute for education for up to (3) years.
Licenses or Certifications: Valid Texas Driver’s License depending on assignment.
Notes to Applicants
Position Overview:This position will be responsible for providing support for the hardware and software systems used by EMS , which includes clinical informatics and wireless technology. This position will also oversee the hardware and software inventory; support of the EMS web services such as ESO EHR and HDE ; RescueNet Billing; Microsoft Office suite including 0365 development; Microsoft Active Directory; various scripting tools, IT hardware repair for PC’s; mobile devices; support of Content Management Service. Additionally, they will support user management for cloud based application and process improvement for end users. The person in this role will be required to work on-call for after hours and weekend if needed.
About EMS :The Emergency Medical Services department is responsible for managing critical time-sensitive life-threatening emergencies. While most of the assistance EMS gives to the community is medical in nature, everything we do is about service: service to our patients, their families and loved ones; service to our community; and service to the people who make up Austin-Travis County Emergency Medical Services.
Why work for the City of Austin?The City of Austin provides generous benefits including medical, retirement plans, paid time off, as well as hybrid work schedules for eligible positions. Joining our team means you will have access to a network of 17,000+ City of Austin employees and the opportunities for training and professional growth are many!
Regarding your Application: - A detailed, complete City of Austin employment application is required to evaluate your qualifications and, if selected as a top candidate for the position, will be used when determining salary.
- Statements like “see resume” will not count when determining experience. Please be thorough in completing the employment application and list all experience that is relevant to this position. The application and resume must include dates (month and year) for each job history entry. In addition, the resume information must match the information on the application.
- Please describe your specific experience as it relates to the minimum and preferred qualifications when responding to the supplemental questions on the application. The responses to the supplemental questions should reference the employment history listed in the employment history section.
- Incomplete applications will not be considered.
EMS reserves the right to close posted positions prior to the advertised close date, based on recruitment strategies and business needs.
VETERANS :Veterans, we thank you for your service and welcome your application. If you are selected as the top candidate for the position you will be required to provide your DD214.
Are you already a COA employee?Employees in Good Standing, who are candidates within the Department or division that the Position resides in, and who meet the minimum and preferred qualifications for the position will be included in the initial interview.
ATCEMS employee 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 English.
Driving Requirement: This position requires a 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.
Pay Range
$28.85 - $36.06
Hours
Monday - Friday
8:00 a.m. - 5:00 p.m.
Will be required to work evenings or weekend based on business need.
A hybrid work schedule is available for this position. The person selected for this position will be required to work in office full-time during a training period of at least six (6) weeks or more. Performance will be evaluated at the conclusion of the training period.
Job Close Date 09/03/2024 Type of Posting External Department Emergency Medical Services Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 15 Waller St Preferred Qualifications
- Experience managing and supporting information technology systems for an Emergency Medical Services or other Public Safety organizations.
- Experience with Remote Desktop Connection, Windows Administrative Tools, Dell Ruggedized tablets, Windows Server, ServiceNow.
- Experience with ESO EHR , RescueNet Billing, and RescueNet Billing Pro or similar applications.
- Experience communicating in a clear and concise manner to effectively convey complex and detailed technical information, both verbally and in writing.
- Experience building rapport and establishing professional relationships with stakeholders of various levels within an organization.
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 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 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 QuestionsRequired fields are indicated with an asterisk (*).
* The minimum qualifications for the IT Support Specialist Senior position are three (3) years of education related to the job. Experience may substitute for education for up to (3) years. Do you meet these minimum qualifications?
* This position requires a valid Texas Class C Driver License. Do you have a valid Texas Class C Driver License or, if selected for this position, do you have the ability to acquire a valid Texas Class C Driver License by your hire date?
* The City of Austin Driver Eligibility Standards require that External New Hires meet the City’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. Do you meet this requirement?
* Do you have the ability to travel to multiple sites as part of the regular job duties?
* Do you have experience managing and supporting information technology systems for an Emergency Medical Services or other Public Safety organizations? If yes, please ensure this is reflected on your application.
* Please describe experience with Remote Desktop Connection, Windows Administrative Tools, Dell Ruggedized tablets, Windows Server, ServiceNow.
(Open Ended Question)
* Please describe your experience with ESO EHR, RescueNet Billing, and RescueNet Billing Pro or similar applications.
(Open Ended Question)
* Describe your experience communicating and interpreting technical information to non-technical audiences.
(Open Ended Question)
* Describe your experience in building professional relationships with diverse groups of people.
(Open Ended Question)
Optional & Required DocumentsRequired Documents Optional Documents
