Customer Support Analyst

Summary

Travis County is seeking a Customer Support Analyst to join its Information Technology Division. The role provides basic to moderately complex first- and second-level desktop support through on-site and remote applications, performs basic network administration and troubleshooting, and assists with client technology evaluation and usage.

Responsibilities

• Works the Call Center, logging calls, providing first- and second-level technical assistance to users and other Information Technology technicians. Documents call problems and resolution
• Provides remote desktop support and assistance, using various remoting applications. Installs, reinstalls, configures or instructs the user over the phone and uses the technician’s desktop
• Creates, resets and deletes user profiles. Assists users with access or login problems
• Communicates critical outages to appropriate staff and monitors progress for resolution
• Creates Knowledge Base articles used by technical teams
• Performs other job-related duties as assigned

Skills

• Bachelor's degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant work experience
• 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
• Valid Texas Driver's License
• 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
• 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
• 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
• 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
• Work Hours: B-Shift (3pm – 11pm) and there is an on-call requirement. May work some holidays, some nights, some weekends
• Microsoft Certified Professional (MCP), A+ Certifications

Qualifications

Must Haves

• Bachelor's degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant work experience
• 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
• Valid Texas Driver's License
• 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
• 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
• 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
• 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
• Work Hours: B-Shift (3pm – 11pm) and there is an on-call requirement. May work some holidays, some nights, some weekends

Nice to Haves

• Microsoft Certified Professional (MCP), A+ Certifications

Benefits

• Comprehensive health insurance, including four plan options: EPO, PPO, Consumer Choice, or HDHP with HSA; the Consumer Choice and HDHP plans have 100% of the employee’s health insurance premium paid by Travis County.
• Pharmacy coverage included with all four health insurance options.
• $50,000 Basic Life and AD&D insurance paid by the County.
• No-cost, on-site Health and Wellness clinic, with no co-pay, deductible, or co-insurance costs for wellness and health care services.
• Longevity pay for each year completed after three years of continuous service; eligible peace officers receive pay after one year of certification.
• Paid vacations.
• Sick time, earned by regular employees at a rate of eight hours per month with unlimited accrual during employment.
• Up to three paid personal holidays per calendar year for eligible regular, full-time employees, prorated for part-time employees.
• An average of eleven paid holidays each fiscal year.
• Dental insurance, employee paid.
• Vision insurance, employee paid.
• Supplemental Life and AD&D insurance, employee paid.
• Dependent Life insurance, employee paid.
• Short Term Disability insurance, employee paid.
• Long Term Disability insurance, employee paid.
• Long Term Care insurance, employee paid.
• Confidential counseling and referral service free of charge to county employees and their family through the Employee Assistance Program.
• Employees may join the Travis County Credit Union, which offers low-interest loans, savings plans through payroll deduction, safe deposit boxes and other benefits.
• Tax-free sheltered investment plan through payroll deduction.
• Direct bank deposit.
• Membership in the American Federation of State, County, and Municipal Employees Union is available through payroll deduction.
• Limited assigned parking spaces available to employees in the Courthouse Complex.
• Retirement through the Texas County & District Retirement System, with mandatory participation by certain classes of employees; employees are fully vested after eight years of service.
• Up to 320 hours of Paid Parental Leave in a 12-month period for each eligible full-time employee; part-time leave is prorated.
• Tuition reimbursement for certain classes of full-time employees for fees associated with pre-approved, job-related coursework completed satisfactorily.
• Workers’ compensation coverage for all employees, with benefits in accordance with state statute.
• Remote Only employment arrangement.