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Job Description
JOIN THE CITY OF AUSTIN TEAM
At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.
What Makes the City of Austin Special?- Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
- Value and Innovation : Work in an environment where employees are valued and innovation thrives.
- Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
- Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
- Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
- Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
- Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
- Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.
Job Description:
Purpose:
IT Support Specialists provide high-quality, technical software support to end-users in-person, over the phone, by e-mail, by instant message, or by the ticketing system. IT Support Specialists’ customer service mindset and excellent customer service skills are leveraged in recognizing customer competency levels and communicating accordingly to provide solutions and answers to their questions. Serve as the first level of contact for customers and provide needed support and services, both remote and onsite fashion while applying professional program standards and processes.
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
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 and Certifications Required:- Valid Texas Driver’s License.
Preferred Qualifications- Experience deploying and supporting Microsoft Windows 10.and Window 11
- Experience deploying and supporting desktop and laptop hardware.
- Experience supporting end users utilizing Microsoft Office 365.
- Experience supporting a mobile workforce (mobile hardware, VPN, wireless technologies, etc.).
- Ability to travel to more than one work location.
Notes to Candidate:
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.
Schedule
Monday-Friday 8:00 a.m. - 5:00 p.m. with limited flexibility
Pay Range
$26.86 - $32.43 per hour
EEO Statement for City of Austin:
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.
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.
Closing Date/Time: 2026-02-06 - Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
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ABOUT THE COMPANY
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City of Austin
Show moreThe City of Austin
This vibrant and dynamic city tops many lists for business, entertainment, and quality of life. One of the country’s most popular, high-profile “green” and culturally rich cities, Austin was recently selected the number one Best Place to Live in the U.S. (U.S. News & World Report). In 2016, Forbes named Austin the city most likely to prosper over the next decade on their America’s Cities of the Future list, and the City of Austin ranked in the top ten on the Forbes list of America’s Best Employers for 2017.
Austin continues to lead with its vision of being the Most Livable City in the Country, emerging as a player on the international scene with such events as SXSW, Austin City Limits, Formula 1, and being home to companies such as Apple, Samsung, Dell, and Ascension Seton Healthcare. From the home of state government and the University of Texas to the Live Music Capital of the World and its growth as a film center, Austin has gained worldwide attention as a hub for education, business, health, and sustainability.
The City offers a wide range of events, from music concerts, food festivals, and sports competitions to museum displays, exhibits, and family fun. Austin is also home to a wonderful ballet, world-class museums, one-of-a-kind shopping, and beautiful outdoor spaces. You can just as easily spend your morning paddling the lake as you can strolling through a celebrated history museum.
Located at the edge of the Texas Hill Country—rolling terrain of limestone bluffs, springs, rivers, and lakes—Austin’s temperate climate is ideal for year-round jogging, cycling, hiking on the City’s many trails, or swimming at Barton Springs or one of the area’s many other swimming holes.
There are a number of excellent golf courses in the area as well as recreational opportunities for rowing, kayaking, canoeing, camping, rock climbing, disc golf, mountain biking, fishing, and more. Austin truly has something to offer for everyone.
City Government
The City of Austin is a progressive, full-service municipal organization operating under the Council-Manager form of government. Austin has a 10-1 council system with an at-large Mayor and Council Members that represent ten districts. The Mayor and Council Members may serve in their respective seats for four years with a maximum of two consecutive terms.
The City Council appoints the City Manager who is the chief administrative and executive officer of the City. The City Manager is responsible for guiding and directing day-to-day operations, as well as providing strategic research, recommendations, and management leadership to the City Council on the city budget, programs, policies, and services. The City Manager implements the organization’s administrative responsibilities with a strong team of Assistant City Managers and department executives. Supported by a staff of more than 14,000 and a budget of $4.1 billion, the City Manager and staff deliver a broad range of services to the citizens of Austin.
The City Council and City Manager of Austin are committed to the mission of delivering the highest quality, cost-effective services. Austin is a beacon of sustainability, social equity, and economic opportunity; where diversity and creativity are celebrated; where community needs and values are recognized; where leadership comes from its community members, and where the necessities of life are affordable and accessible to all.
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