Customer Support Analyst

Full Job Description

Performs Information Technology customer support work, addressing basic to moderately complex issues.

Provides first- and second-level desktop support on-site and remotely, and implements new client technologies. Conducts basic network administration and troubleshoots communication problems.

Prospective candidates are expected to demonstrate a commitment to working in diverse Travis County facilities, encompassing the Travis County jail and Correctional Complex.

The role necessitates the operation of a Travis County vehicle. This position does not support remote work, and candidates are expected to be physically present on-site during designated work hours.

Evening shift position is currently available,

Distinguishing CharacteristicsThis is the second in a series of three customer support related job classifications within the Information Technology job family.

Conducts basic to moderately complex first- and second-level desktop support on-site as well as through remote applications.

Executes basic network administration and troubleshooting of communication problems and assists with the evaluation and usage of new client technologies.

This classification may require a flexible work schedule in order to meet the needs of the department.

Requirements

• Offers comprehensive remote desktop support and assistance using various remoting applications. Proficiently installs, re-installs, configures, or provides user guidance over the phone, leveraging advanced technical expertise.
• Responds promptly and effectively to service calls, meticulously logging requests, and delivering first- and second-level technical assistance to users and fellow Information Technology technicians. Methodically documents call issues and resolutions to maintain accurate records.
• Manages all aspects of hardware support, including the seamless swapping of equipment, ensuring optimal functionality. Maintains a meticulous inventory of hardware assets, tracking deployments, and proactively identifying opportunities for optimization.
• Demonstrates proactive problem solving by actively seeking and identifying potential issues, applying analytical skills to prevent and address challenges before they impact users.
• Orchestrates the installation, configuration, and deployment of new software packages, along with upgrades to desktop hardware for users’ desktops, laptops, and printers.
• Conducts reimaging of computers to maintain and enhance system performance.
• Provides user training on various IT processes and technologies, ensuring effective utilization and enhancing end-user proficiency.
• Creates resets, and manages user profiles, offering expert assistance to users encountering access or login problems.
• Effectively communicates critical outages to relevant stakeholders, overseeing the resolution process and providing timely updates.
• Works adeptly with varied versions of client technologies, conducting thorough installations and testing across diverse platforms. Contributes to the determination of technology requirements through insightful analysis.
• Initiates preventative maintenance work and/or diagnostics on computers and peripherals within a department, ensuring the sustained performance of IT infrastructure.
• Engages in special projects, offering technical expertise to users and support employees. Plays a vital role in the deployment of new computer equipment and the relocation of County offices, managing corresponding IT equipment.
• Performs other job-related duties as assigned, consistently contributing to the overall effectiveness of the Information Technology support team.

Qualifications

Education and Experience:
Bachelor’s degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant work experience;
OR,
Any combination of education and experience that has been achieved and is equivalent to the stated education and experience and required knowledge, skills, and abilities sufficient to successfully perform the duties and responsibilities of this job.

Licenses, Registrations, Certifications, or Special Requirements:
Valid Texas Driver’s License.
Applicants are required to attach a resume with the online application.

Preferred:
Microsoft Certified Professional (MCP), A+ Certifications.

Knowledge of:

• Policies, practices, procedures and terminology of assigned function.
• Federal, State, Local and County applicable laws, rules, regulations and guidelines.
• Information technology hardware, software and peripherals as related to assigned function.
• Desktop operating systems, user applications and system integration.
• Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment.
• Computer applications to include word processing, spreadsheets, databases and a variety of software packages.

Skill in:

• Explaining complicated technical problems in simple nontechnical language.
• Problem-solving and decision-making.
• Both verbal and written communication, including presentations and communicating technical issues in nontechnical language.

Ability to:

• Work efficiently both independently and as part of a team.
• Perform basic to intermediate software and hardware diagnostics and troubleshooting.
• Demonstrate strong customer services skills.
• Manage time well, perform multiple tasks and organize diverse activities.
• Establish and maintain effective working relationships with departmental clientele, outside agencies and providers, other County employees and officials, and the general public.

Additional Information

Physical requirements include the ability to lift/carry up to 35-40 pounds occasionally, visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment. Subject to standing, sitting, walking, climbing, crawling, bending, stooping, crouching, kneeling, pushing, pulling, reaching, twisting, balancing, repetitive motion, and squatting to perform the essential functions. Subject to exposure to variations in extreme heat, cold, mechanical, fume/odor, and dust/mites.

Travis County employees play an important role in business continuity. As such, employees can be assigned to business continuity efforts outside of normal job functions.

This job description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and overtime eligibility may vary based on the specific tasks assigned to the position.


Work Hours: Shift work required; B shift (2 pm to 10 pm) or C shift (10 pm to 6 am) and includes rotating weekend shifts. May require working on holidays. This is an in-office position with no option for telework.

Location: Austin, TX

Department: Sheriff

Criminal, Credit, Driving, Education, Employment, Drug Test and Alcohol Test Required.

For updates or questions on this position, contact: Monica.Risaliti@traviscountytx.gov