IT Support Analyst

Minimum Qualifications
Education and/or Equivalent Experience:

• Two (2) years of education related to the job.
• Experience may substitute for education up to two (2) years

Licenses or Certifications:
None

Notes to Applicants

When completing the City of Austin employment application:

• A detailed, complete City of Austin employment application is required to evaluate your qualifications.
• Please be thorough in completing the employment application, list all experience and relevant professional certification(s) that are applicable to this position.
• Please describe your specific experience as it relates to the minimum and preferred qualifications when responding to supplemental questions on the employment application.
• Starting salary will be based on overall relevant experience.

This position relies on a successful Criminal Background check.

90 Day Provision for Additional Vacancy:

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

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.

Applicants are encouraged to apply as soon as possible. The department reserves the right to close the posting after 7 calendar days.

Please find the link here to the City of Austin employee benefits guide.

The Austin Convention Center Department ( ACCD ) offers the following additional benefits to all ACCD employees:

• Metro Pass for public transportation (Including Metro-Rail)
• Metro-Rail stop right in front of our Convention Center facility

Pay Range
$26.10 - $31.29

Hours

• Monday - Friday with weekend rotations
• 7:00 a.m. - 3:00 p.m. or 10:00 a.m. - 6:00 p.m.

Job Close Date 08/31/2023
Type of Posting External
Department Convention Center
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Technical
Location Austin Convention Center
Preferred Qualifications
Preferred Experience:

• Experience working in a public event facility with high attention to customer service.
• Experience using event management and planning systems.
• Experience setting up AV equipment such as projectors, screens, and microphones.
• Experience with network cabling (eg. Ethernet, fiber).
• Ability to travel to more than one work location

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.

1. Installs, maintains and provides technical support for users.

2. Performs hardware, software, and applications support and preventative maintenance

3. Performs end-to-end environment appropriate support utilizing best practices and documented procedures

4. Works with customers and purchasing to identify solutions, and obtain quotes for those solutions.

5. Responsible for inventory management and record keeping

6. Develops, documents, publishes and provides communications

7. Performs system administration functions

8. Contributes to team dynamics and successes

9. Records incidents and events information

10. Diagnoses and resolves or escalates technical support

11. Responds to Service Desk requests

Responsibilities- Supervision 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 standard application and operation systems used by COA
• Knowledge of desktop hardware and software
• Skill in entry-level technical writing and verbal communication
• Ability to demonstrate initiative and professionalism
• Ability to build rapport and elicit problem details from customers
• Ability to quickly identify and learn appropriate software and hardware
• Ability to triage, engage others, and escalate appropriately
• Ability to write accurate reports, data and system documentation
• Ability to pro-actively problem solve
• Ability to adjust to frequently to changing priorities

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 (*).
* This position requires two (2) years of education related to the job. Experience may substitute for education up to two (2) years. Do you meet these minimum qualifications?

• Yes
• No

* 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.

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* How many years of Customer Service experience do you have?

• None
• 1-4 years
• 5-9 years
• 10+ years

* Although the basic work schedule for this position would be days, Monday through Friday, there may be occasions when weekends, evenings or nights may be required to support staff and events and the Austin Convention Center Department. Can you work a varied schedule if needed?

• Yes
• No

* Please describe your experience working with network cabling (eg. Ethernet and/or Fiber) and for how many years have you done this type of work?
(Open Ended Question)
* Please describe your background providing AV support, including projectors, audio, and video.
(Open Ended Question)
* Describe your experience using an event management system, such as Ungerboeck USI, to track and deploy technology services.
(Open Ended Question)
* Please describe your experience working in a public event facility.
(Open Ended Question)

Optional & Required Documents
Required Documents Optional Documents Cover Letter