IT Support Specialist Senior

$60,008 - $75,005/Yr

Austin Energy - Austin, TX

posted 3 months ago

Full-time - Mid Level
Austin, TX
10,001+ employees
Utilities

About the position

The IT Support Specialist Senior position is a full-time role within the Emergency Medical Services (EMS) department of the City of Austin. This position is crucial for providing comprehensive support for the hardware and software systems utilized by EMS, which encompasses clinical informatics and wireless technology. The specialist will be responsible for overseeing the hardware and software inventory, ensuring the smooth operation of EMS web services such as ESO EHR and HDE, and managing RescueNet Billing. Additionally, the role involves supporting the Microsoft Office suite, including O365 development, Microsoft Active Directory, and various scripting tools. The specialist will also handle IT hardware repairs for PCs and mobile devices, as well as support the Content Management Service. A significant aspect of this role is user management for cloud-based applications and driving process improvements for end users. The individual in this position will be required to be on-call for after-hours and weekend support as needed. The EMS department is dedicated to managing critical, time-sensitive, life-threatening emergencies, providing essential medical assistance to the community. The role of the IT Support Specialist Senior is integral to ensuring that the technology supporting these operations is functioning optimally, thereby enhancing the overall service provided to patients and the community. The City of Austin offers a supportive work environment with access to a network of over 17,000 employees, providing numerous opportunities for training and professional growth. The position also allows for a hybrid work schedule, although the selected candidate will need to work in the office full-time during an initial training period of at least six weeks.

Responsibilities

  • Provide technical support to end-users in response to application or system issues.
  • Log issues, diagnose and resolve problems, and escalate issues as necessary.
  • Deliver high-quality customer service while supporting end-users in various formats (in-person, phone, email, instant message).
  • Manage the logging of issues and generate trouble service requests.
  • Document, track, and monitor reported incidents to ensure timely resolution.
  • Provide administrative support, including updating user account information and addressing password issues.
  • Implement and monitor privacy and confidentiality policies.
  • Install, set up, and configure user devices and connections, providing guidance to the Technical Support team.
  • Lead user provisioning activities, procurement, and maintain all assets.
  • Provide software support for Microsoft Windows, Microsoft Office, and other applications.
  • Manage and prioritize daily flow within the service request case management system.

Requirements

  • Three years of education related to the job, with experience substituting for education up to three years.
  • Valid Texas Driver's License depending on assignment.
  • Experience managing and supporting information technology systems for Emergency Medical Services or public safety organizations.
  • Experience with Remote Desktop Connection, Windows Administrative Tools, Dell Ruggedized tablets, Windows Server, and ServiceNow.
  • Experience with ESO EHR, RescueNet Billing, and similar applications.
  • Ability to communicate complex technical information clearly and concisely, both verbally and in writing.
  • Experience building rapport and establishing professional relationships with stakeholders.

Nice-to-haves

  • Experience with helpdesk ticketing systems and enterprise products.
  • Knowledge of diagnostics, monitoring tools, and virtual environments.
  • Ability to multitask in a customer-driven environment and manage several open issues simultaneously.
  • Skill in incident reporting, troubleshooting, and issue resolution.

Benefits

  • Generous medical benefits
  • Retirement plans
  • Paid time off
  • Hybrid work schedules for eligible positions
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