IT Support Specialist Senior

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 technical support to the AMI operations and AMI pilot programs including field activities related to pressure sensing and leak detection. Additionally, this position will support data analysis, report building, and determining root cause of data discrepancies to ensure remediation of data-related issues. This position will interact directly with customers, and the candidate selected for this position needs to be proficient in conflict management.

Critical Position:
This position has been designation as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions.

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. Incomplete applications will not be considered. Please include contact information from previous employers.
• A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.

If you are selected to interview:

• Your skill level in some of the competency areas for this job will be assessed through an analytical presentation to be given at the end of the interview.

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.
• A criminal background investigation is required.

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
$29.23 - $36.54
Hours
7:30 a.m.- 4:30 p.m.: Monday - Friday with limited flexibility. Other hours as business needs require.
Job Close Date 03/24/2025 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 3907 S Industrial Dr, Austin, TX 78744 Preferred Qualifications

• Support Advanced Metering Infrastructure ( AMI ) or similar technologies, AMI pilots, pressure sensing and leak detection
• Monitor and support the work order or Computerized Maintenance Management System ( CMMS ) and create and resolve work orders and service requests
• Support incident command for emergency and continuity of operations
• 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 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 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 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

* How many years of experience do you have working with Automated Meter Reading (AMR) or Advanced Metering Infrastructure (AMI) or similar technologies, and the integration between related systems?

• Less than one (1) year
• 1-3 years
• 3-5 years
• 5 or more years

* How many years of experience do you have supporting a Computerized Maintenance Management System (CMMS) or asset tracking and inventory management system?

• None
• Less than 1 year
• 1 - 3 years
• 3 - 5 years
• 5 or more years

* Do you have experience in emergency response or planning, including business continuity planning and familiarity with critical infrastructure?

• Yes
• No

* How many years of experience do you have managing external customer relationships?

• None
• Less than 1 year
• 1 - 3 years
• 3 - 5 years
• 5 or more years

* Will you require sponsorship for employment visa status (e.g., H1B visa) either now or in the future?

• Yes
• No

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

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

Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

• 

• City of Austin

Show more