Travis County · 14 hours ago
Customer Support Analyst
Austin, TX
Full-time
Onsite
Entry Level
2+ years expTravis County is seeking a Customer Support Analyst to provide IT customer support addressing basic to moderately complex issues. The role involves first- and second-level desktop support, network administration, and troubleshooting communication problems, while ensuring effective utilization of new client technologies.
GovernmentPublic SafetyInfrastructure
Responsibilities
Offers comprehensive remote desktop support and assistance using various remoting applications. Proficiently installs, re-installs, configures, or provides user guidance over the phone, leveraging advanced technical expertise
Responds promptly and effectively to service calls, meticulously logging requests, and delivering first- and second-level technical assistance to users and fellow Information Technology technicians. Methodically documents call issues and resolutions to maintain accurate records
Manages all aspects of hardware support, including the seamless swapping of equipment, ensuring optimal functionality. Maintains a meticulous inventory of hardware assets, tracking deployments, and proactively identifying opportunities for optimization
Demonstrates proactive problem solving by actively seeking and identifying potential issues, applying analytical skills to prevent and address challenges before they impact users
Orchestrates the installation, configuration, and deployment of new software packages, along with upgrades to desktop hardware for users’ desktops, laptops, and printers
Conducts reimaging of computers to maintain and enhance system performance
Provides user training on various IT processes and technologies, ensuring effective utilization and enhancing end-user proficiency
Creates resets, and manages user profiles, offering expert assistance to users encountering access or login problems
Effectively communicates critical outages to relevant stakeholders, overseeing the resolution process and providing timely updates
Works adeptly with varied versions of client technologies, conducting thorough installations and testing across diverse platforms. Contributes to the determination of technology requirements through insightful analysis
Initiates preventative maintenance work and/or diagnostics on computers and peripherals within a department, ensuring the sustained performance of IT infrastructure
Engages in special projects, offering technical expertise to users and support employees. Plays a vital role in the deployment of new computer equipment and the relocation of County offices, managing corresponding IT equipment
Performs other job-related duties as assigned, consistently contributing to the overall effectiveness of the Information Technology support team
Qualification
Required
Bachelor's degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant work experience
Any combination of education and experience that has been achieved and is equivalent to the stated education and experience and required knowledge, skills, and abilities sufficient to successfully perform the duties and responsibilities of this job
Valid Texas Driver's License
Ability to lift/carry up to 35-40 pounds occasionally
Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment
Subject to standing, sitting, walking, climbing, crawling, bending, stooping, crouching, kneeling, pushing, pulling, reaching, twisting, balancing, repetitive motion, and squatting to perform the essential functions
Subject to exposure to variations in extreme heat, cold, mechanical, fume/odor, and dust/mites
Criminal, Credit, Driving, Education, Employment, Drug Test and Alcohol Test Required
Preferred
Microsoft Certified Professional (MCP), A+ Certifications
Company
Travis County
Travis County is a government entity that manages civic, health, safety, infrastructure, and social services in Texas.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Brandon Rogers
Chief Information Security Officer
Brian Stacy, IPMA-CP
Talent Acquisition Partner
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