Minimum Qualifications
Education and/or Equivalent Experience:

• 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 IT Support Analyst Sr position will be part of the executive support team in the IT customer service division of the Communications and Technology Management department at the City of Austin. The job requirements for this position are, provides systematic analysis for identifying and diagnosing faults and determining root causes for issues, improves Tier I and Tier II support business processes, provides key performance indicator analysis and reports to management, works with customers and purchasing to recommend, obtain quotes and deploy new solutions, recommends performance improvements, performs end-to-end support utilizing industry best practices, serves as lead resource on support team, performs systems administration functions, develops and publishes knowledge and process documents, provides advanced communications, provides advanced and escalated technical support, performs complex hardware, software, applications support, and performs preventative maintenance, and manages inventory and record keeping. The position will work nights and weekends as needed. This position will be part of a rotating on-call schedule. This position is required to work onsite.

About the Department:

The City of Austin Communication and Technology Management ( CTM ) Department provides and empowers the City's business partners and Austin's residents, visitors and businesses with sustained, reliable, and efficient technology services, infrastructure, and telecommunications. By leveraging state-of-the-art tools, innovative methods, and strategic partnerships, we are at the center of shaping the City of Austin's IT strategy.

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.

Application Instructions:
In completing your job application, be sure to provide a COMPLETE employment history including past job titles, employment dates and a detailed summary of your job duties, functions, responsibilities, and skills/abilities. A detailed and complete job application is required to help us determine base pay in the event you are selected for this position.

NOTE : A cover letter and/or resume will NOT be accepted or used to substitute for an incomplete job application. Once a position is closed, no additional applications or application changes will be accepted.

All interviews are being conducted virtually via Microsoft Teams.


Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, as well as the references listed in your application. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran's preference.

Working with the City of Austin provides a number of benefits, including medical, paid leave time, a great retirement plan, training opportunities and more! Click here for more information.

Preferred Qualifications
Preferred Experience:

• Experience managing endpoints (Windows computers, android devices, Apple computers, et cetera) with Microsoft Intune, WorkspaceOne (Airwatch) or similar endpoint management system.
• Experience acting in a lead capacity in an information technology related job.
• Experience providing customer service in an information technology related job.
• Experience using Service Now or other IT service desk software.
• 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 interpreting 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 does not require 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.