City of Austin - Austin, TX
posted 4 months ago
The IT Support Specialist Senior position at Austin Water is a unique role that goes beyond traditional IT responsibilities. This position requires a strong understanding of physical security systems, including Access Control systems (Badge/ID readers), Intrusion Detection systems (which monitor for perimeter breaches), and surveillance systems (CCTV/video monitoring). The specialist will be responsible for the installation and maintenance of these security systems, ensuring that all related equipment, such as desktop workstations, servers, and network infrastructure, is properly programmed and maintained. In addition to technical skills, the role involves significant interaction with end-users to provide technical support for application or system issues. The specialist will manage the logging of issues, diagnose and resolve problems, and escalate issues as necessary. High-quality customer service is paramount, as the specialist will support end-users through various channels, including in-person, phone, email, and instant messaging. The position also requires the documentation and tracking of reported incidents to ensure timely resolutions, as well as administrative support tasks such as updating user account information and addressing password issues. The IT Support Specialist Senior will also lead user provisioning activities, manage service requests, and provide software support for Microsoft Windows, Microsoft Office, and other applications. This role may involve providing technical leadership and guidance to other team members, making it essential for the specialist to possess strong communication and multitasking abilities in a dynamic customer-driven environment.