IT Support Specialist (Audio/Video Support/Desk-side Support)

Minimum QualificationsEducation and / or Equivalent Experience : Two (2) years of education related to the job.Experience may substitute for education for up to (2) years.Licenses or Certifications :

Valid Texas Driver's License depending on assignment.

Notes to ApplicantsAustin Energy's Information Technology (AE-IT) is seeking an IT Support Analyst within its Customer Technology Service Management division to provide Audio Video support as well as end-to-end technical support services on end-user hardware, software and application service requests.

Primary duties : Set up, operate, maintain, and dismantle audio and video equipment.Provide user support for microphones, sound speakers, conference room cabling, sound and mixing boards, video cameras, video monitors, and related electronic equipment for live or recorded events.Provide support for recorded events, such as meetings, conventions, presentations, celebrations, news conferences, and townhall events.Provide daily technology service support.Provide on-call technology service support.Perform hardware, software, and applications support and preventative maintenance.Develop, document, publish and provide technical communications.Manage inventory and record keeping.Backup Service Desk support during heavy call volume periods.

IMPORTANT INFORMATION :

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click

HERE

for more information.

DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .

WHEN COMPLETING THE CITY OF AUSTIN APPLICATION : The City of Austin employment application is an official document; incomplete applications will not be considered.

Please be sure that your application is a reflection of your entire work history.

A detailed, complete application is required, and applicants must include on their Employment Record all experience (work and / or volunteer) related to this job posting - up to 10 years or more; this will be used to determine your base compensation. Employment Record dates must include month and year. Verification of employment history dates on resume should match online Employment Application. Statements such as "See Resume" will not be accepted, and a resume alone will not be accepted in lieu of a complete online application.

The responses to the supplemental questions must reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.

We reserve the right to verify high school and college education for top candidate(s).

If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference.

VETERAN INTERVIEW PREFERENCE :

Military / Veterans must provide a copy of their DD214 verifying honorable discharge, at the time of initial interview to receive military / veteran interview preference.

CRIMINAL HISTORY BACKGROUND CHECK : This position requires a criminal background investigation.

FAIR LABOR STANDARDS ACT : This position is classified as NON - EXEMPT and may require to work additional hours outside of the normal schedule to include nights, weekends, and / or holidays.

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.

ESSENTIAL :

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a city-designated work site, or may be retained on site to assist with operations and recovery.

Preferred QualificationsPreferred Qualifications : Experience providing technical support in a Microsoft Office 365 environment.Experience providing technical support using Microsoft Active Directory.Experience providing technical support using Microsoft Azure.Experience providing technical support using VMware Horizon.Experience utilizing a workload ticketing system (ServiceNow or similar).Desk-side support experience.Service Desk experience.Experience providing IT support for audio / visual equipment (set-up and maintenance).Experience providing audio / visual support in large meeting setting (Townhall, governmental boards and televised meetings).Experience providing IT support to a governmental organization.

Other : Ability to travel to more than one work location.Ability to work on-call duty to support a 24x7 utility.Ability to work onsite 5 days a week.Duties, Functions and ResponsibilitiesEssential 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.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.

Responsibilities - Supervisor and / or Leadership Exercised : None.Knowledge, Skills and AbilitiesMust 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 software, hardware, and networking systems and best practices to support these systems.Knowledge of diagnostic and monitoring tools and helpdesk software / ticketing system.Knowledge of standard application and operating systems (e.g., Linux / Windows, Mac OS), remote desktop applications, and virtual environmentsKnowledge of service level agreements approved and communicated across the City for systems.Ability to follow standard procedures for proper escalation of unresolved issues and follow through and resolve common issues with minimal directionAbility to comprehend requirements and make appropriate recommendations, sustaining communication with customers / departments / users until their issue is resolved.Ability to multitask and manage several open issues at one time.Ability to research to diagnose an appropriate solution.Ability to 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 has been approved for a Criminal Background Investigation. EEO / ADACity 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.