Arthur B Dewitty Center, United States of America
Onsite
About This Position
Temporary - IT Support Specialist Intern
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.
Follows documented procedures and staff guidance to refurbish computer hardware
Maintains and organizes physical inventory of technology assets
Records inventory data into tracking systems
Develops and distributes internal and external communications
Performs system administration functions
Contributes to team dynamics and success
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.
Installs, sets up, and configures user devices (desktop, notebooks, tablets, phones, printers, mobile, radios, etc.) and connections (network, telephony, communications, video conferencing).
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
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.
JOIN THE CITY OF AUSTIN TEAM
This internship position will support the Community PC Program in refurbishing desktop computers, laptops, tablets, and other devices and making those devices available for public benefit. Interns will assist with physically moving devices both at intake and distribution, assess devices for operability, refurbish devices, and assist with the installation of software onto the devices. The refurbishment process will include cleaning, installation of software packages, troubleshooting of hardware failure, and disassembly / reassembly of devices as appropriate. Interns will also assist with maintaining public access computer labs and setting up new labs. The ideal candidate would work well on a team of peers, have solid customer service skills, and have a learning mindset.
As our IT Support Specialist Intern, you will play a pivotal role making low cost devices available to the Austin community. Interns will support the Community PC Program by handling and refurbishing retired City devices, applying software, managing the technology inventory, and assisting with device intake and distribution.
Interns will also support the maintenance of Austin's public access computer labs, to ensure the community has quality access to the internet through our public labs.
Primary physical location: DeWitty Center at 2209 Rosewood Ave, Austin, TX 78702
Secondary physical location: 5202 E. Ben White Blvd., Suite 400, Austin, TX 78741
Hourly Pay: $22.05 per hour
Days and Hours: Negotiable
Hours may vary due to operational needs. This position is required to be onsite. The term of this internship will be for a period of 6 months from the date of hire.
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.
When completing the City of Austin employment application:
A detailed, complete City of Austin application is required for the position to help us better evaluate your qualifications. For each of your positions, please describe your specific experience as it relates to the minimum and preferred qualifications. Please be thorough in completing the employment application and list all experience that is relevant to this position, including your supervisory and/or leadership experience, if applicable. This is the criteria that will be used to select candidates for interview, and the starting salary will be based on overall relevant experience.
This position may allow for a resume or cover letter to be included but relevant entries on your employment application will primarily be considered for interview qualification and compensation purposes.
If you are selected to interview: If you are identified as a top candidate, verification of your education, to include High School graduation or GED, undergraduate and/or graduate degrees, will be required.
Assessment
Candidates will need to complete an initial technology assessment prior to being invited to interview.
Important Note to Applicants:
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.
We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.
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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.
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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.
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