IT Support Specialist — Remote & Onsite Tech Expert

City of Austin; United States; On-site; USD 39,000 - 47,000; Full time

Job summary

The City of Austin IT team is seeking an IT Support Specialist to deliver high-quality technical software support to end-users via in-person, phone, email, chat, or ticketing systems. You will be the first contact, handle provisioning, and support Windows, Office, and city apps in remote and on-site settings.

Strong customer service, basic networking, device support, and ticketing experience are essential. You will prioritize incidents, document activity, and ensure timely resolutions while

Qualifications

• Two years of education related to the job; experience may substitute for education up to two years.

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.
• 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.

Skills

Tech support

Customer service

Windows/Linux

Remote support

Ticketing system

Education

Two years related education

Tools

Case management system

Remote desktop

Office suite

Job description

The City of Austin IT team is seeking an IT Support Specialist to deliver high-quality technical software support to end-users via in-person, phone, email, chat, or ticketing systems. You will be the first contact, handle provisioning, and support Windows, Office, and city apps in remote and on-site settings.

Strong customer service, basic networking, device support, and ticketing experience are essential. You will prioritize incidents, document activity, and ensure timely resolutions while