Temporary - IT Support Specialist Intern

About This Position

 

Temporary - IT Support Specialist Intern

 

Job Description:

Purpose:

IT Support Specialists provide high-quality, technical software support to end-users in-person, over the phone, by e-mail, by instant message, or by the ticketing system. IT Support Specialists’ 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 the first level of contact for customers and provide needed support and services, both 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.

• Follows documented procedures and staff guidance to refurbish computer hardware

• Maintains and organizes physical inventory of technology assets

• Records inventory data into tracking systems

• Develops and distributes internal and external communications

• Performs system administration functions

• Contributes to team dynamics and success

• 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.

• Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing).

• 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

• 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.

Minimum Qualifications:

• Two (2) years of education related to the job.

• Experience may substitute for education for up to (2) years.

Licenses and Certifications Required:

• Valid Texas Driver’s License depending on assignment.

 

Notes to Candidate:

JOIN THE CITY OF AUSTIN TEAM

This internship position will support the Community PC Pr