Customer Support Analyst

Travis County; Austin (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Travis County is seeking a Information Technology customer support professional to provide basic to moderately complex desktop support on-site and remotely. The role includes logging calls, equipment deployment, and assisting with new technology deployments.

Requires a Bachelor’s degree in a related field and two years of experience, or equivalent. A Texas Driver’s License is required; MCP/A+ preferred. Work hours are 8 am–5 pm, Monday–Friday, at 5501 Airport Blvd, Austin, TX 78751.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems or a directly related field with two years of relevant work experience, or equivalent education and experience.
• Valid Texas Driver’s License.
• Microsoft Certified Professional (MCP), A+ Certifications preferred.
• Knowledge of IT hardware, software and peripherals related to the role.
• Desktop operating systems and user applications; software installation and deployment.

Responsibilities

• Provide first- and second-level desktop support on-site and remotely.
• Log calls, document problems and resolutions; assist with login issues.
• Install, configure and deploy software; upgrade desktops, laptops and printers.
• Communicate outages to staff and monitor progress toward resolution.
• Assist in deployment of new equipment and relocation of IT assets.
• Perform other duties as assigned.

Education

Bachelor's degree in Computer Science or Information Systems

Job description

Performs Information Technology customer support work that is basic to moderately complex in nature. Provides first- and second-level desktop support on-site as well as through remote applications. Implements, evaluates and facilitates usage of new client technologies. Performs basic network administration and troubleshooting of communication problems as they affect the user environment.

Distinguishing Characteristics

This is the second in a series of three customer support related job classifications within the Information Technology job family. Conducts basic to moderately complex first- and second-level desktop support on-site as well as through remote applications. Executes basic network administration and troubleshooting of communication problems and assists with the evaluation and usage of new client technologies. This classification may require a flexible work schedule in order to meet the needs of the department.

• Provides remote desktop support and assistance, using various remoting applications. Installs, re-installs, configures or instructs the user over the phone and uses the technician’s desktop.
• Works the Call Center, logging calls, providing first- and second-level technical assistance to users and other Information Technology technicians. Documents call problems and resolution.
• Creates, resets and deletes user profiles. Assists users with access or login problems.
• Installs, configures and deploys new software packages, upgrades new desktop hardware for users’ desktops, laptops and printers.
• Communicates critical outages to appropriate staff and monitors progress for resolution.
• Works with varied versions of client technologies, installing and testing across many different platforms. Assists in determination of technology requirements.
• Initiates preventative maintenance work and/or diagnostics on computers and peripherals within a department.
• Works on special projects providing technical assistance to users and other support employees. Participates in the deployment of new computer equipment and the relocation of County offices and corresponding IT equipment.
• Performs other job-related duties as assigned.

Education and Experience

Bachelor’s degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant work experience; OR, 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.

Licenses, Registrations, Certifications, or Special Requirements

Valid Texas Driver’s License.

Preferred

Microsoft Certified Professional (MCP), A+ Certifications.

Knowledge of

• Policies, practices, procedures and terminology of assigned function.
• Federal, State, Local and County applicable laws, rules, regulations and guidelines.
• Information technology hardware, software and peripherals as related to assigned function.
• Desktop operating systems, user applications and system integration.
• Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment.
• Computer applications to include word processing, spreadsheets, databases and a variety of software packages.

Skill in

• Explaining complicated technical problems in simple nontechnical language.
• Problem-solving and decision-making.
• Both verbal and written communication, including presentations and communicating technical issues in nontechnical language.

Ability to

• Work efficiently both independently and as part of a team.
• Perform basic to intermediate software and hardware diagnostics and troubleshooting.
• Demonstrate strong customer services skills.
• Manage time well, perform multiple tasks and organize diverse activities.
• Establish and maintain effective working relationships with departmental clientele, outside agencies and providers, other County employees and officials, and the general public.

Physical requirements

Physical requirements include the 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.

Travis County employees play an important role in business continuity. As such, employees can be assigned to business continuity efforts outside of normal job functions.

Work Hours

8 am - 5 pm, Monday-Friday.

Location

5501 Airport Blvd, Austin, TX 78751

Department

County Clerk

Criminal, Driving, Education, and Employment Background Checks Required.

For updates or questions on this position, contact: [e-mail]

This job description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and overtime eligibility may vary based on the specific tasks assigned to the position.