IT Support Specialist (For City of Austin Employees Only)

Minimum Qualifications

Education 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 Applicants

Overview

The IT Support Specialist position is within the Delivery and Operations team of the Health IT unit in Austin Public Health.

The Delivery and Operations team delivers and supports IT hardware, software, and services to hundreds of APH employees in 25 locations in the City of Austin, outside the city in Travis County, and in Bastrop County.

The team’s base is an IT workroom at the Bergstrom Technology Center ( BTC ) in southeast Austin, where there is an IT Service Window.

The IT Support Specialist provides high-quality, technical support to APH employees in all these locations through: 1) remote desktop support; 2) in-person at the IT Service Window; and 3) in-person on-site at APH locations.

Responsibilities include diagnosing and resolving technical issues, managing and prioritizing tickets in ServiceNow, and maintaining accurate documentation to support a shift-left strategy.

The specialist collaborates with the team to enhance service delivery, contributes to process improvement and documentation, ensures adherence to IT security standards, and actively engages in technical training and development.

This role emphasizes customer satisfaction, proactive problem-solving, and fostering a collaborative team environment.

Please visit us Here for a Day in Your Life at APH !

APH Information

• This position supports Austin Public Health’s Mission and Core Purpose identified in the Austin Public Health Strategic Plan .
• Departmental Competencies related to the position can be found on Austin Public Health’s website .
  
  

Immunization Requirement

• Due to high-risk areas, Austin Public Health employees must comply with the department’s immunization policy.
  
  

Driving Requirement

This position requires a valid Texas Class C Driver’s Licenseor the ability to acquire one by your hire date. External New Hires must meet the City of Austin’s Driver Record Evaluation ( DRE ) requisite . To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

City of Austin Tobacco-Free Campus Policy

• Tobacco use and electronic smoking device use are not permitted at any time on City of Austin property, including personal vehicles parked in City of Austin parking lots. Tobacco use and electronic smoking device use are not permitted at any time, on City of Austin property, including each future acquired property or workplaces.
  
  

Regarding Your Application

• A detailed, complete City of Austin employment application is required to evaluate your qualifications. Please be thorough in completing the employment application and list all experience that is relevant to this position. The application and resume must include dates (month and year) for each job history entry. In addition, the resume information must match the information on the application.
• Please describe your specific experience as it relates to the minimum and preferred qualifications when responding to the supplemental questions on the application.
• Work experience listed must include month, year and a verifiable Supervisor or Human Resources phone number. Incomplete applications will not be considered.
• Each individual who submits an Application as provided in the Municipal Civil Service Rules and meet the Minimum Qualifications for a Competitive Position shall be considered a Candidate for that Position. Employees, in Good Standing, who are Candidates within the Department or division that the Position resides in and who meet the Minimum and Preferred Qualifications (if any) of the Position will be included in the initial interview.
• The responses to the supplemental questions should 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.
  
  

Salary And Benefits

• Salary is commensurate with experience and qualifications. This position comes with a comprehensive benefits package consisting of medical and dental coverage, paid sick, vacation, and personal time, and a retirement plan.
  
  

If You Are Selected To Interview

• A skills assessment may be required.
• This position will have in-person interviews.
• This position will require a pre-employment Criminal Background Investigation ( CBI ).
• If you are identified as a top candidate, verification of your education, which may include High School graduation or GED , undergraduate and/or graduate degrees, will be required.
  
  

Electronic Notification To Applications

• Applicants will be notified via e-mail to communicate important information related to the status of their application as part of an ongoing effort to increase operational efficiency, promote a green environment and minimize delays and costs.
• Please ensure that the email address and contact information you provide is current, secure and readily accessible to you. We will not be responsible in any way if you do not receive our e-mails or fail to check your inbox in a timely manner
• Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days.
• When public health responds to an emergency you may be assigned activities that are outside your regular job description. This may involve responding at any time, including nights and weekends with possible deployment to locations other than the Austin Public Health.
• This position is eligible for Public Service Loan Forgiveness ( PSF ) Program. This program is a federal program that is intended to encourage individuals to work in public service by forgiving the balance of their federal student loans.
  
  

90-Day Provision For Additional Vacancy

This posting may be used to fill other vacancies in other sections within the Division. Decisions on the assigned section will be made at the time of hire based on business needs.

Pay Range

$26.61 - $31.87

Hours

Monday-Friday

8:00 a.m. - 5:00 p.m.

On site, no telework

Job Close Date 03/10/2025 Type of Posting Reserved for City Employees Department Austin Public Health Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Technical Location Bergstrom Tech Campus - 6800 Burleson Rd Preferred Qualifications

Preferred Experience

• Experience in technical support with expertise in ServiceNow ticket management.
• Experience troubleshooting and supporting Microsoft Windows operating systems.
• Experience installing, configuring, and optimizing user devices such as desktops, laptops, tablets, smartphones, and printers.
• Proven ability to manage multiple IT tasks simultaneously with excellent communication and customer service skills.
• Experience creating self-service knowledge base articles that empower end-users and first-tier support teams
  
  

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. 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 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 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 environments
• Knowledge 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 direction
• Ability 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/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.

Supplemental Questions

Required fields are indicated with an asterisk (*). * Are you a current employee of the City of Austin? * Describe your experience with ServiceNow or comparable service management systems and include details of how you successfully triage, resolve, and document incidents in a timely manner.

• The minimum qualifications for IT Support Specialist Include two (2) years of education related to the job. Experience may substitute for education for up to (2) years. Do you meet these qualifications?
• Yes
• No
• Yes
• No
  
  

(Open Ended Question)

• Share an example of managing multiple IT tasks while maintaining clear communication and excellent customer service. Highlight how you prioritized, addressed challenges, and achieved a positive outcome.
  
  

(Open Ended Question)

• Share your experience or involvement with creating self-service knowledge base articles that empower end-users or support teams to resolve issues independently.
  
  

(Open Ended Question)

• Describe your experience with installing, configuring, and optimizing user devices such as desktops, laptops, tablets, smartphones, and printers.
  
  

(Open Ended Question)

• Describe your experience troubleshooting and supporting Microsoft Windows operating systems. Provide an example of a complex issue you resolved, including the steps you took and the outcome.
  
  

(Open Ended Question) * Due to working in high risk areas, applicants applying for this position must comply with the departments immunization policy as a condition of employment. Can you meet this requirement? * This position requires a valid Texas Class C Driver License. Do you have a valid Texas Class C Driver License or, if selected for this position, do you have the ability to acquire a valid Texas Class C Driver License by your hire date? * The City of Austin Driver Eligibility Standards require that external new hires meet the City's Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three (3) moving violations or a total of six (6) Driver Record Evaluation points within a period of thirty-six (36) months. Do you meet this requirement? * In the prior twelve months have you been employed by, owned any interest in, or been an officer or board member, for any business entity, including a non-profit organization, that is transacting any business with the City of Austin, including a recipient of any contracts, grants, or any funds of any kind from the City of Austin? If you answered yes to the previous question, please explain below.

• This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.
• I acknowledge and understand this position requires a Criminal Background Investigation.
• Yes, I will comply to the vaccinations required by the APH department
• No, I cannot meet this requirement
• Yes
• No
• Yes
• No
• Yes
• No
  
  

(Open Ended Question)

• Confidentiality Agreement: This recruitment process is confidential and applicants must comply with this agreement to maintain the integrity of the hiring process. Do you agree to protect the privacy of the process by not discussing the specifics of any phase of the hiring process with other candidates, the public, or any unauthorized persons who do not have a specific or official need to know?
• Yes
• No
  
  

Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents