Customer Support Analyst Sr
Company: Travis County, TX
Location: Austin
Posted on: April 30, 2024
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Job Description:
Salary: $66,183.97 - $73,912.37 Annually
Location : Austin, TX
Job Type: Full Time
Job Number: 24-09157
Department: Information Technology
Opening Date: 04/24/2024
Closing Date: 5/24/2024 11:59 PM Central
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.
Distinguishing Characteristics
This is the third in a series of three customer support-related job
classifications within the Information Technology job family.
Conducts complex first, second, and third-level endpoint support
on-site as well as through remote applications and modern central
management systems. Participates in Customer Support and Endpoint
Management roles, to include assigned special projects in the
field. Conducts moderate to advanced user account administration
and troubleshooting. Administers endpoints and user systems with
working knowledge of Microsoft Azure AD, Microsoft Intune, Teams
Admin Center and Jamf. This classification may require a flexible
work schedule to meet the needs of the department.
Duties and Responsibilities
Minimum Requirements
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.
Preferred:
Microsoft Certified Professional (MCP), A+ Certifications.
Knowledge of:
Work Environment & Other Information
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.
Works some holidays, some nights, and some weekends
Travis County employees play an important role in business
continuity. As such, employees can be assigned to business
continuity efforts outside of normal job functions.
Work Location: 700 Lavaca, Austin, TX 78701
Criminal Background Check Required.
This job description is intended to be generic in nature. It is not
necessarily an exhaustive list of all duties and responsibilities.
The essential duties, functions and responsibilities and overtime
eligibility may vary based on the specific tasks assigned to the
position.
Benefits
Employment at Travis County comes with a full array of benefits. We
offer comprehensive health insurance, a no-cost, on-site Health and
Wellness clinic, longevity pay, paid vacations, sick time and
personal holidays, not to mention an industry competitive salary
structure and a friendly, stable work environment.
FY2023 Travis County Benefit Guide
In this valuable you will find benefit summaries, eligibility
requirements, costs, contact numbers and addresses as well as other
general information on the benefits available to Travis County
Employees and Retirees.
Credit Union
Employees may join the Travis County Credit Union which offers
low-interest loans, savings plans through payroll deduction, safe
deposit boxes and other benefits.
Deferred Compensation
Employees may enroll in a tax- free sheltered investment plan
through payroll deduction.
Direct Deposit
Employees may sign up for direct bank deposit.
Employee Assistance Program
Travis County provides a confidential counseling and referral
service free of charge to county employees and their family.
Employee Organizations
Membership in the American Federation of State, County, and
Municipal Employees Union is available through payroll
deduction.
Employee Health & Wellness Clinic
Employees may access the clinic for a variety of wellness program
and health care services with no co-pay, no deductible and no
co-insurance costs.
Holidays
An average of eleven paid holidays are designated by the Travis
County Commissioners Court at the beginning of each fiscal
year.
Longevity
Longevity pay is paid for each year completed after three years of
continuous service. Peace Officers in a law enforcement activity,
whose job requires state peace officer certification, receive pay
after one year of certification.
Parking
A limited number of assigned parking spaces are available to
employees in the Courthouse Complex.
Personal Holidays
Regular, full-time employees are eligible for up to three paid
personal holidays each calendar year. Part-time employees shall be
granted personal holidays on a prorated basis. New employees earn
personal holidays for the calendar year in which he/she begins
employment, based on the month in which employment begins:
January - March
3 personal holidays
April - June
2 personal holidays
July - September
1 personal holiday
October - December
None
New employees are eligible to take personal holidays after 90 days
of employment.
Retirement
Travis County is a member of the Texas County & District Retirement
System with mandatory participation by certain classes of
employees. Matching of two hundred twenty-five (225%) and a seven
percent (7%) of the gross salary is deducted each pay period. An
employee is fully vested after eight years of service. Benefits are
prorated for part-time employees.
Sick Leave
Regular employees earn sick leave at a rate of eight hours per
month with unlimited accrual during employment. Part-time employees
earn sick leave on a pro-rated basis.
Parental Leave
Each Full-time Paid Parental Leave Eligible (PPL) Employee is
entitled to a total of 320 hours of Paid Parental Leave in a 12
month period. Paid Parental Leave for Part-time PPL Eligible
Employees is prorated based on the number of hours that they are
regularly scheduled to work.
Tuition Refund
Certain classes of full-time employees may receive reimbursement
for fees associated with pre-approved, job related course work
completed satisfactorily.
Vacation
Based on years of county service, regular, full-time employees earn
vacation time at the following rates:
0 to 5 years
4.0 hours per pay period
6 to 10 years
4.5 hours per pay period
11 to 15 years
5.0 hours per pay period
16 to 20 years
5.5 hours per pay period
21 plus years
6.0 hours per pay period
Part-time employees earn vacation leave on a pro-rated basis.
Workers' Compensation
The county provides all employees workers' compensation coverage
with benefits in accordance with state statute, if the employee
sustains an injury out of, or in the course of work.
01
How many years of experience do you have managing Microsoft Intune?
02
How many years of experience do you have managing Microsoft Admin
Center?
03
How many years of experience do you have managing Jamf?
04
How many years of experience do you have supporting Microsoft
Windows workstations?
05
How many years of experience do you have supporting Apple products?
Required Question
Keywords: Travis County, TX, Killeen , Customer Support Analyst Sr, Professions , Austin, Texas
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