Customer Support Analyst Sr

at  Travis County

JOB SUMMARY

Performs in person and remote Information Technology technical support work that may be complex in nature. Performs moderate to advanced endpoint support, administration and troubleshooting of technical problems as they affect the user environment. Evaluates, implements, and administers new client technologies. Deploys endpoint configurations, policies, and software through various modern device management technologies. Administers endpoint fleet operation and identifies functional improvements. Provides technical support and collaboration with other Information Technology staff or users. Serves as a team and technical lead when working assigned special projects. Provides direction, guidance and training to staff and users.

EDUCATION AND EXPERIENCE:

Bachelor’s degree in Computer Science, Information Systems or a directly related field AND five (5) years of related work experience;
OR,
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.

LICENSES, REGISTRATIONS, CERTIFICATIONS, OR SPECIAL REQUIREMENTS:

Valid Texas Driver’s License.

KNOWLEDGE OF:

• 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.

Skill in:

• 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 non-technical language.

Ability to:

• Work efficiently both independently and as part of a team.
• Perform complex software and hardware diagnostics and troubleshooting.
• Work independently with limited supervision and direction.
• Demonstrate strong customer services skills.
• Manage time well, perform multiple tasks and organize diverse activities.
• Establish and maintain effective working relationships with departmental clientele, representatives of outside agencies and providers, other County employees and officials, and the general public.

DUTIES AND RESPONSIBILITIES

• Provides remote and in-person endpoint and user support through various applications and endpoint management technologies.
• Installs, configures, and deploys new software packages, patches, and updates to local and remote systems.
• Installs, configures, and deploys desktops, laptops, tablets, phones, printers, conferencing solutions, and other endpoint systems.
• Installs, tests, evaluates, and documents operational compatibility of varied client technologies across multiple platforms and user environments, to include Windows, Android, IOS and MacOS.
• Assists in determination of hardware and software technology requirements to meet user and organization goals.
• Enforces endpoint security policies and profiles on workstations, mobile devices, and other endpoint systems in accordance with organizational requirements.
• Creates, deletes, and administers user profiles, to include assisting users with endpoint or software access and login issues.
• Participates in special projects providing technical assistance to users and other support staff.
• Participates in the deployment, relocation and decommissioning of information technology equipment across all Travis County facilities and operational environments.
• Executes proactive administration and preventative maintenance services on computer systems, collaboration systems, peripherals, and accessories.
• Serves as a technical escalation point and collaborative peer to other information technology teams and personnel.
• Participates in on-call rotations outside standard business hours.
• Performs other job-related duties as assigned.