26-503-53 IT Support Specialist I

About the role

Perform technical work associated with supporting agency users and administering client-based agency hardware and/or software systems. Work involves assisting agency staff, troubleshooting problems, hardware and software maintenance. Work under moderate supervision, with some latitude for using initiative and independent judgment. Report to the Help Desk Supervisor. This is an entry level position, and the user will receive extensive on-the-job training. The successful employee will supplement agency-provided training with self-study. The employee will be eligible for a career ladder promotion to a Support Specialist II after successfully meeting the requirements of the position. The promotion will be at the discretion of the Information Technology Infrastructure and Operations Manager.

Responsibilities

• Provide helpdesk support and resolve problems to the end users’ satisfaction, including software and hardware issues, as well as problems with office equipment including telephones, printers, and fax machines.
• Monitor Help Desk tickets assigned to the queue and process first-in first-out based on priority.
• Administer user accounts, including password resets and the addition of user accounts to applications.
• Install, configure, and deploy equipment, peripherals, office machines, and software per department standards.
• Assist with setup and support of agency Board meetings.
• Assist with onboarding of new users.
• Escalate difficult problems to a higher level of support.
• Utilize and maintain the Help Desk tracking software.
• Document internal procedures using department-approved methods.
• Maintain inventory of all equipment, software, and software licenses.
• Assist with IT service delivery: monitor IT delivery service and resolve or escalate issues as needed; analyze and troubleshoot to effectively resolve customer service issues.
• Participate in technology implementations and upgrades.
• Train users on technology use and create related documentation and training materials.
• Perform related work as assigned.

Requirements

• Graduation from a standard senior high school or equivalent.
• Minimum of 1 year experience providing customer support by telephone or chat.
• Minimum of 6 months experience providing information technology phone support to remote end users.
• Minimum of 6 months supporting Microsoft desktop technologies, including Windows 10 or Windows 11.

Benefits

• Flexed, compressed work schedules
• Wellness leave
• Health insurance and retirement programs
• 401(k)
• Vacation paid leave
• Sick paid leave
• Holiday pay
• Promotional opportunities
• Free parking
• Employee assistance program

Pay

Monthly salary: $4,066.67

Schedule

Full-time; location: George H.W. Bush Building, 1801 Congress Ave., Austin, TX 78701 (Yes/To remote after probationary period).