Customer Support Technician (Special Project Worker)

Travis County; Austin (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

Travis County is seeking a Customer Support Technician to provide technical assistance and support for computer hardware and audio-visual equipment. This role offers excellent benefits, including health insurance and a retirement plan. Ideal candidates will have strong problem-solving skills and a passion for technology.

Benefits

Paid vacation

Sick leave

Parental leave

Health insurance

Vision insurance

Dental insurance

On-site health clinic

Generous retirement plan

Qualifications

• 1 year of related work experience required.
• A+ Certification or Microsoft Certified Professional preferred.

Responsibilities

• Provides first-level technical assistance to users.
• Coordinates calls to second-level support technicians.
• Maintains and provides status reports on call tracking system.

Skills

Problem-solving

Communication

Customer service

Education

Associate’s degree in computer science

Tools

Audio Visual equipment

Desktop operating systems

Job description

Join to apply for the Customer Support Technician (Special Project Worker) role at Travis County

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Join to apply for the Customer Support Technician (Special Project Worker) role at Travis County

Job Summary

Are you looking for career opportunities that provide top-notch benefits including paid vacation and sick leave, parental leave, outstanding health, vision, and dental insurance, an on-site health clinic for you and your dependents, a generous retirement plan, and much more? Do you have a passion for computer hardware, audio-visual equipment and software support? Then bring your talents to Travis County!

Job Summary

Are you looking for career opportunities that provide top-notch benefits including paid vacation and sick leave, parental leave, outstanding health, vision, and dental insurance, an on-site health clinic for you and your dependents, a generous retirement plan, and much more? Do you have a passion for computer hardware, audio-visual equipment and software support? Then bring your talents to Travis County!

Duties And Responsibilities

• Receives and answers incoming information technology calls from department users and logins. Assist users by providing first-level, basic technical assistance based on well-documented checklists or procedures.
• Coordinates and assigns calls to second level support technician. Provides customer information to the technician and communicates technical problems.
• Provides extensive Audio-Visual support (Crestron, Q-SYS, Dante) for courtrooms, conference rooms and other meeting rooms.
• Maintains and provides status reports on call tracking system. Provides statistics on types of calls, call volume, problem referral and resolution, and other variables.
• May conduct customer support work within user department. Troubleshoots and solves problems or coordinates with Information Technology Services (ITS) technical staff.
• May assist with installation of hardware, such as desktops and printers, software, or assist in special projects. May executive routine preventative maintenance and/or diagnostics within department.
• Provide extensive software support for internal and external users. (Internal applications and off-the-shelf applications)
• Communicates critical outages to appropriate staff and monitors progress for resolution.
• Performs other job-related duties as assigned.
  
  

Minimum Requirements

Associate’s degree in computer science, Information Systems or a directly related field AND one (1) year of related 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:

A+ Certification; or,

Microsoft Certified Professional (MCP).

One (1) year of first-level customer support and/or call center work experience.

Knowledge of:

• Desktop operating systems, user applications and system integration.
• Audio Visual equipment, audio networking and support.
• Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment.
• Network and systems monitoring.
• Federal, State, Local and County applicable laws, rules, regulations and guidelines.
• Computer equipment includes word processing, spreadsheets, databases and a variety of software packages.
• Standard practices in area of assignment.
  
  

Skills in:

• Explaining complicated technical problems in simple nontechnical language.
• Relating to people in a friendly and supportive way.
• Resolving user technical needs and providing value to the team mission and culture at every turn.
• Problem-solving and decision-making.
• Both verbal and written communication, including presentations and communicating technical issues in nontechnical language.
  
  

Ability to:

• Provide support for desktop hardware and software problems.
• Perform highly complex software and hardware diagnostics and troubleshooting.
• Diagnose and resolve Audio Visual technical issues.
• Work independently with limited supervision and direction.
• Demonstrate strong customer services skills.
• Work efficiently both independently and as part of a team.
• Reason and make judgments and decisions.
• Establish and maintain effective working relationships with departmental clientele, representatives of outside agencies and providers, other County employees and officials, and the general public.
  
  

Work Environment & Other Information

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.

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.

Work Hours: 8 AM - 5 PM; Monday through Friday.

Location: Civil and Family Courts Facility, 1700 Guadalupe, Austin, Texas

Department: Civil Courts

Criminal Background Check Required.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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