IT Support Specialist Sr - Austin Financial Services

Job Description:

IT Support Specialist Sr - Austin Financial Services

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

Job Description:

Purpose:

IT Support Specialist Seniors provide high-quality, technical hardware or software expertise and support to end-users in-person, over the phone, by e-mail, by instant message, or by the ticketing system. IT Support Specialist Seniors’ customer service mindset and excellent customer service skills are leveraged in recognizing customer competency levels and communicating accordingly to provide solutions and answers to their questions. Serve as both the first level of contact for customers but also as a source of experience and mentorship to the Support team to provide needed support and services, in a remote and onsite fashion while applying professional program standards and processes.

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.
  
• Conducts and manages logging of issues, diagnoses and resolves problems and escalates problems to the appropriate level.
  
• 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 complex requests for general IT support.
  
• Conducts and manages the logging of issues and generation of trouble service requests.
  
• Diagnoses and resolves problems.
  
• 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.
  
• Implements and monitors the use, privacy, and confidentiality policies.
  
• Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing) and provides guidance to the Technical Support team.
  
• Leads 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:

• May provide leadership, work assignments, evaluation, training, and guidance to others.
  

Knowledge, Skills, and Abilities:

• Knowledge of diagnostics, monitoring tools, remote desktop applications & virtual environments.
  
• Knowledge of developing and interpretating process flow diagrams, and overall network design and implementation.
  
• Knowledge of helpdesk ticketing systems, enterprise products, services or solutions, and service level agreements.
  
• Knowledge of software, hardware, and networking systems and best practices to support these systems.
  
• Ability to research to diagnose appropriate solutions, to follow standard procedures for escalation, and to prepare accurate and timely reports.
  
• Ability to multitask in an everchanging customer driven environment and manage several open issues at one time that span different levels of context.
  
• Ability to communicate effectively with customers and clients from issue initiation through to completion and follow up.
  
• Ability to anticipate, identify and define problems and seek root causes and to develop and implement practical and timely solutions.
  
• Ability to tailor questions and instructions to a customer’s competency level, communicate technical information to diverse audiences orally and in writing in an easily understood, authoritative and actionable manner and to document technical knowledge in the form of manuals and SOPs.
  
• Ability to assert ideas and persuade others to gain support across a matrixed organization.
  
• 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 research to diagnose an appropriate solution, multitask and manage several open issues at one time, 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.
  

Minimum Qualifications:

• Three (3) years of education related to the job.
  
• Experience may substitute for education for up to (3) years.
  

Licenses and Certifications Required:

Valid Texas Driver’s License depending on assignment.

Preferred Qualifications:

• Experience with Advantage financial system, UKG timekeeping system and Austin Finance Online website
  
• Experience assisting vendors and customers with registration and account navigation
  
• Experience documenting and communicating processes and procedures
  
• Experience responding to help desk tickets and escalating as needed
  

Notes to Candidate:

Position Overview:

This help desk position provides support to internal and external users of the Advantage financial system, UKG timekeeping system and Austin Finance Online website. This includes communicating to users through our service desk and documenting processes and procedures.

Pay Range:

$29.89 - $37.37

Hours:

Monday - Friday; 8:00 a.m. to 5:00 p.m.

Telework opportunities may be available after an initial training period. Work schedules are implemented to meet the requirements of the department and are subject to change based on business needs.

Location:

124 West 8th Street (Municipal Building), Austin, Texas 78701

Application Details:

• A detailed, complete COA employment application is required. It helps us to better evaluate your qualifications and will be used to determine your salary if you are selected for this position.
  
• Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
  
• A cover letter is required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.
  
• A résumé is also required but will not substitute for a complete COA employment application. Resumes are not accepted in place of a completed online application. It is the responsibility of the applicant to provide the detailed and relevant work experience, which would qualify them for the position.
  
• For each position, please describe your specific experience as it relates to the minimum and preferred qualifications.
  
• When completing the City of Austin employment application, the work experience listed must include a 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 meets 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.
  
• Use of AI is strictly prohibited to respond to the application and during the interview process.
  
• Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.
  

Additional Details:

• Austin Financial Services may close this job posting at any time after it has been advertised for seven (7) days, please apply as soon as possible if interested.
  
• This position may require a skills assessment.
  
• If you are identified as a top candidate, verification of your education, which may include High School graduation or GED equivalent, undergraduate and/or graduate degrees, will be required.
  
• This position will require a pre-employment Criminal Background Investigation (CBI).
  
• If you are selected as the top candidate for a position, we may contact your current and former employer, as well as the references listed in your application. Please be sure you have listed at least 3 previous supervisors in the application with correct contact information.
  
• If you are identified as a top military candidate or a veteran, you must provide a copy of your DD-214.
  

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.

90 Day Provision for Additional Vacancy:

When the same or an additional vacancy occurs within a department in the same job title within 90 days after the start date of the top candidate, the hiring department may offer the additional position to another candidate from the same candidate pool.

EEO Statement for City of Austin:

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.

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.

Closing Date/Time: 2026-01-07