Customer Support Technician

Are you looking for career opportunities that provide top-notch benefits including paid vacation and sick leave, parental leave, outstanding health, vision, and dental insurance, an on-site health clinic for you and your dependents, a generous retirement plan, and much more? Do you have a passion for audio visual equipment? Then bring your talents to Travis County!

• Receives and answers incoming information technology calls from department users and logins. Assists users by providing first-level, basic technical assistance based on well-documented checklists or procedures.
• Coordinates and assigns calls to second level support technician. Provides customer information to technician and communicates technical problems.
• Provides extensive Audio-Visual support (Crestron, Qsys, Dante) for courtrooms, conference rooms and other meeting rooms.
• Maintains and provides status reports on call tracking system. Provides statistics on types of calls, call volume, problem referral and resolution, and other variables.
• May conduct customer support work within user department. Troubleshoots and solves problem or coordinates with Information Technology Services (ITS) technical staff.
• May assist with installation of hardware, such as desktops and printers, software, or assist in special projects. May executive routine preventative maintenance and/or diagnostics within department.
• Communicates critical outages to appropriate staff and monitors progress for resolution.
• Performs other job-related duties as assigned.

Education and Experience:
Associate’s degree in Computer Science, Information Systems or a directly related field AND one (1) year 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:
A+ Certification; OR,
Microsoft Certified Professional (MCP).
One (1) year of first-level customer support and/or call center work experience.

Knowledge of:

• Desktop operating systems, user applications and system integration.
• Audio visual equipment, audio networking and support.
• Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment.
• Job setup and scheduling procedures and maintaining a tape library and supply inventory.
• Network and systems monitoring.
• Federal, State, Local and County applicable laws, rules, regulations and guidelines.
• Computer equipment to include word processing, spreadsheets, databases and a variety of software packages.
• Standard practices in area of assignment.

• Explaining complicated technical problems in simple nontechnical language.
• Relating to people in a friendly and supportive way.
• Resolving user technical needs and providing value to the team mission and culture at every turn.
• Problem-solving and decision-making.
• Both verbal and written communication, including presentations and communicating technical issues in nontechnical language.

• Provide support for desktop hardware and software problems.
• Perform highly complex software and hardware diagnostics and troubleshooting.
• Diagnose and resolve audio visual technical issues.
• Work independently with limited supervision and direction.
• Demonstrate strong customer services skills.
• Work efficiently both independently and as part of a team.
• Reason and make judgments and decisions.
• Establish and maintain effective working relationships with departmental clientele, representatives of outside agencies and providers, other County employees and officials, and the general public.

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.

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.

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.

Work Hours: 8 AM - 5 PM; Monday through Friday.

Location: Civil and Family Courts Facility, 1700 Guadalupe, Austin, Texas

Department: Civil Courts

Criminal Background Check Required.