Technical Support Specialist 13-24

DATE POSTED: April 11, 2024 POSITION: Technical Support Specialist

SALARY: $25.00/hour JOB #: 13-24

DEADLINE FOR APPLICATIONS: Open Until Filled

Position Summary:

The Technical Support Specialist at the Housing Authority of the City of Austin is a key player in maintaining operational efficiency, tasked with providing swift technical support and training, resolving issues, and optimizing technology use. This role involves prompt response to support requests, effective training delivery, and diligent issue tracking, all aimed at enhancing organizational productivity. The specialist's contributions are vital in supporting staff, managing technology assets, and fostering continuous technological improvement, directly impacting the agency's mission.

Essential Functions:

• Responds to technical support requests via telephone, email, chat, and work orders, ensuring timely and effective assistance for Agency staff.
• Aids and trains staff in hardware and software functionality.
• Provides assistance and training for Google's Workspace to include Gmail, Intranet, Drive, Docs, Sheets and mobile accessibility.
• Offers assistance and training for Microsoft Office 365 products including Word, Excel, Outlook, PowerPoint, OneDrive, SharePoint, and others.
• Documents, tracks, and monitors technical problems to facilitate a timely resolution.
• Interacts with staff to discover processes that can be improved with technology.
• Discusses staff technical concerns, issues, and new ideas with the TMI Director.
• Provides new employee orientation for telephone and computer systems.
• Performs all set-up tasks for new computers and new staff and maintains equipment inventory.
• Performs administrative duties for the TMI department.
• Performs other duties as assigned by supervisor.

Qualifications: Associate's degree or equivalent from a two-year college or technical school and one year of experience, or three years related experience or training; or equivalent combination of education and experience.

Preferred: Bachelor's degree from a four-year college or university; or four to five years related experience and/or training; or equivalent combination of education and experience. Degree from an accredited business college with certification/degree in computer technology or higher. Experience in working with computer systems, troubleshooting, and installing software and hardware.

Knowledge, Skills, and Abilities:

• Working knowledge of hardware and software for Dell PC's and Servers running various Microsoft Server operating systems.
• Working knowledge and experience in Microsoft 365 administration.
• Basic knowledge and experience in Microsoft Azure platform.
• Basic knowledge and experience in Active Directory and Group Policy.
• Basic working knowledge of VOIP telephone systems and WAN/LAN architecture and configurations.
• Good knowledge of general office procedures and practices, business English and arithmetic.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to establish and maintain effective and courteous relationships with other employees and business contacts.

WORK ENVIRONMENT & PHYSICAL DEMANDS: Work is principally sedentary, but may involve some physical exertion, such as kneeling, crouching, or lifting to obtain files and records, and eye strain from working with computers and other office equipment. Work involves the normal risks and discomforts associated with an office environment, but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

APPLICATION FOR EMPLOYMENT: Application for open posted position must be submitted via online at the following website: http://hacanet.applicantpro.com/ However, we will accept applications at the Housing Authority of the City of Austin, 1124 S. IH-35, Austin, Texas 78704. No applications will be accepted after the noted closing dates on the job announcement. We encourage you to visit our website often to view and apply for vacant positions with the Housing Authority of the City of Austin or sign up for job alerts at our career site. The HACA is a drug-free workplace. A Criminal Background Check including a sex offender registry check. A Driving Record, Texas Driver's License, and a Physical/Drug Screening will be required upon offer of employment.

EQUAL OPPORTUNITY EMPLOYER