IT Support Specialist (Austin Municipal Court)

JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. What Makes the City of Austin Special? Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation : Work in an environment where employees are valued and innovation thrives. Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits. Retirement Security: Plan for the future with the City of Austin Employees' Retirement System. Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure. Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support. Career Growth: Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country. Who are we? The Municipal Court is the judicial branch of local government, the City of Austin. The court decides the lowest level criminal offenses in the state of Texas, including traffic, city ordinance, juvenile, and disabled parking. Court services are handled both onsite and online, or by telephone, email, and mail. 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. Interacts with end-users to provide technical support in response to application or system issues. 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. Provides administrative support, such as updating user account information, unlocking accounts, and addressing password issues, as needed. Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing). Participates in all user provisioning activities, procurement, voice requests, and maintaining and monitoring all assets. 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 Knowledge of service level agreements approved and communicated across the City for systems. 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: Employment Application: The City of Austin employment application is an official document; incomplete applications will not be considered. Use of AI is strictly prohibited to respond to the application and during the interview process. Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications. Detailed, complete Employment Application is required to help better evaluate the applicant's qualifications – minimum and preferred as noted on the job posting. Incomplete applications will be disqualified. You must use "N/A" for fields that are not applicable. Employment history must include employment dates (month and year), job title(s), and a detailed summary of your job duties. Verification of employment history dates on resume should match online Employment Application. Starting salary will be based on overall relevant experience from your employment application, not your resume or cover letter. Please note that Austin Municipal Court may close the job posting at any time after 7 days from the date of the initial advertisement. 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. Please note: The Austin Municipal Court does not provide sponsorship for employment authorization. A cover letter and/or resume will NOT be accepted or used to substitute for an incomplete job application. Once a position is closed, no additional applications or application changes will be accepted. All interviews will be conducted in-person. Accommodation for remote interviews, via TEAMS, will be made for candidates not residing in the Austin area. Post Interview Verification: If you are selected as the top candidate for a position, we will be contacting your current and former employers, we will reach out for professional references including your most recent supervisor. Please do your best to ensure that the contact information on the application is accurate. Top candidates will also be required to provide proof of education from an accredited organization, copies of any professional licenses or certificates listed on the minimum or preferred qualifications and a copy of your DD-214 if claiming veteran's preference. Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time. Standard Business hours: Must reside in the state of Texas. This position requires in-person work but will offer some remote opportunities after training is completed. Additional Information: Skills assessments may be used to determine selection for interview process after initial applicant review. Department: Municipal Court Location: 6800 Burleson Road, Building 310, Suite 175, Austin TX 78744 Pay Range: $26.86-32.43 per hour Days and Hours: Please note: Schedule may include days, evenings, nights, weekends and/or holidays. Austin Municipal Court is a 24 hour, 7 days per week business operation. Schedule/location may change based upon business needs. CBI: If selected as top candidate for this position you must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check to be hired and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions. Working with the City of Austin provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click HERE for more information. This position is eligible for Public Service Loan Forgiveness (PSF) Program. This program is a federal program that is intended to encourage individuals to work in public service by forgiving the balance of their federal student loans. Essential Employee Designation: This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery. EEO Statement for City of Austin: 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. 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. JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. What Makes the City of Austin Special? Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation : Work in an environment where employees are valued and innovation thrives. Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits. Retirement Security: Plan for the future with the City of Austin Employees' Retirement System. Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure. Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support. Career Growth: Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country. City of Austin Employment Video