IT Support Specialist (Audio/Video Support/Desk-side Support)

Minimum Qualifications
Education and/or Equivalent Experience:

• Two (2) years of education related to the job.
• Experience may substitute for education for up to (2) years.

Licenses or Certifications:

Valid Texas Driver’s License depending on assignment.

Notes to Applicants
Austin Energy’s Information Technology (AE-IT) is seeking an IT Support Analyst within its Customer Technology Service Management division to provide Audio Video support as well as end-to-end technical support services on end-user hardware, software and application service requests.

Primary duties:
Set up, operate, maintain, and dismantle audio and video equipment. Provide user support for microphones, sound speakers, conference room cabling, sound and mixing boards, video cameras, video monitors, and related electronic equipment for live or recorded events. Provide support for recorded events, such as meetings, conventions, presentations, celebrations, news conferences, and townhall events. Provide daily technology service support. Provide on-call technology service support. Perform hardware, software, and applications support and preventative maintenance. Develop, document, publish and provide technical communications. Manage inventory and record keeping. Backup Service Desk support during heavy call volume periods.

IMPORTANT INFORMATION :

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .

WHEN COMPLETING THE CITY OF AUSTIN APPLICATION :
The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure that your application is a reflection of your entire work history. A detailed, complete application is required, and applicants must include on their Employment Record all experience (work and/or volunteer) related to this job posting - up to 10 years or more; this will be used to determine your base compensation. Employment Record dates must include month and year. Verification of employment history dates on resume should match online Employment Application. Statements such as “See Resume” will not be accepted, and a resume alone will not be accepted in lieu of a complete online application.

The responses to the supplemental questions must reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.

We reserve the right to verify high school and college education for top candidate(s).

If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference. www.austintexas.gov.

VETERAN INTERVIEW PREFERENCE :

Military/Veterans must provide a copy of their DD214 verifying honorable discharge, at the time of initial interview to receive military/veteran interview preference.

CRIMINAL HISTORY BACKGROUND CHECK :
This position requires a criminal background investigation.

FAIR LABOR STANDARDS ACT :
This position is classified as NON - EXEMPT and may require to work additional hours outside of the normal schedule to include nights, weekends, and /or holidays.

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.

ESSENTIAL :

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a city-designated work site, or may be retained on site to assist with operations and recovery.
Pay Range
$26.61 - $31.87 per hour

Hours
Work/Location Schedule Notes:

• Monday through Friday: 8:00 a.m. to 5:00 p.m. (40-hour work week).
• Additional work hours may be required to support 24-hour Utility operations, including evenings, weekends, holidays, inclement weather, and emergency closures.
• This position requires on-call assignments, which might result in a call back to work.
• Team members must be on-site 5 days a week.

Job Close Date 02/24/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Technical Location 2500 Montopolis Dr. Austin, Texas 78741 Preferred Qualifications
Preferred Qualifications:
Experience providing technical support in a Microsoft Office 365 environment. Experience providing technical support using Microsoft Active Directory. Experience providing technical support using Microsoft Azure. Experience providing technical support using VMware Horizon. Experience utilizing a workload ticketing system (ServiceNow or similar). Desk-side support experience. Service Desk experience. Experience providing IT support for audio/visual equipment (set-up and maintenance). Experience providing audio/visual support in large meeting setting (Townhall, governmental boards and televised meetings). Experience providing IT support to a governmental organization.

Other:
Ability to travel to more than one work location. Ability to work on-call duty to support a 24×7 utility. Ability to work onsite 5 days a week. 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.

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

* Please describe how you meet the minimum qualifications referenced above. Detail how you meet the educational requirements (if applicable), account for the years of related experience (if applicable), and explain any substitutions of experience for education, or vice-versa (if applicable).
(Open Ended Question)
* This position will require you to be "on call" outside of the scheduled work day, and you may need to respond to "call back" assignments. Are you willing and able to fulfill an "on call" assignment in addition to the regular 40 hour work week?

• Yes
• No

* Do you have experience providing IT support for audio/visual equipment (set-up and maintenance)?

• Yes
• No

* Describe your experience providing Audio Video support in a business setting. For each specific role, activity and technologies used, please indicate the employer and your role. If none, enter “NA”.
(Open Ended Question)
* Do you have experience installing and supporting Cisco WebEx equipment in a business setting?

• Yes
• No

* Do you have technical desk-side support experience?

• Yes
• No

* Do you have experience providing technical support in a Microsoft Office 365 environment?

• Yes
• No

* Do you have experience providing technical support using Microsoft Active Directory?

• Yes
• No

* Do you have experience providing technical support using Microsoft Azure?

• Yes
• No

* Do you have experience providing technical support using VMware Horizon?

• Yes
• No

* Do you have experience utilizing a workload ticketing system (ServiceNow or similar)?

• Yes
• No

* Do you have experience providing IT support to a governmental organization?

• Yes
• No

* Describe your experience providing IT support to a governmental organization. For each specific role, activity and technologies used, please indicate the employer and your role. If none, enter “NA”.
(Open Ended Question)
* Do you have a current, or are you in the process of obtaining, a Microsoft MCSA or MCSE certification?

• Yes
• In process
• No

* This position requires a criminal background check. 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 Investigation (CBI) to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation (CBI).

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

• Yes
• No

Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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