City of Austin · 17 hours ago

Temporary - IT Support Specialist

Austin, TX

Full-time

Remote

Entry Level

$26.61/hr - $33.45/hr

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Responsibilities

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Windows 10/11Microsoft Active DirectoryGroup PolicyPC lifecycle managementNetwork troubleshootingVoIP supportMobile device supportHelpdesk softwareLinuxMac OSRemote desktop applicationsVirtual environmentsIncident reportingTestingCompliance adherenceReport preparationDocumentation

Required

Two (2) years of education related to the job.

Experience may substitute for education for up to (2) years.

Valid Texas Driver’s License depending on assignment.

Preferred

Experience supporting Windows 10 / 11 and associated computer hardware in a major enterprise environment utilizing Microsoft Active Directory and Group Policy.

Experience in PC lifecycle management.

Experience in network troubleshooting.

Experience supporting VoIP phones, mobile phones and tablets, using industry standard practices and toolsets.