Job Description

POSITION OVERVIEW
Applications will be accepted from: ALL PERSONS INTERESTED
Division/ Section: HAS TECHNOLOGY CYBER SECURITY / HELP DESK
Workdays & Hours: Monday - Friday 8:00 am - 5:00 pm, Occasional Weekend/Holidays (Subject to change)
PURPOSE OF DIVISION
The IT Professional - Client Support ensures operational excellence throughout the Technology Cyber Security/Help Desk of the Houston Airport System (HAS) by providing first and second line support to all system users. Working with other IT management and staff, this position ensures that the operations of the IT Service Desk support Houston Airport System business strategy and priorities at their location or other assigned locations. The IT Professional - Client Support provides Tiers I and II support for desktops, network printing, and supported software and Tier I and II support for business tools. This position provides remote technical support as required along with After Hour Support (on-call rotation schedule). The IT Professional - Client Support has working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management, Knowledge of Microsoft Office products and Windows desktop and server operating systems Active Directory - user, group, computer, and resource management. This position performs assigned tasks to complete simple to moderately complex customer requests for configuration, testing and/or delivery of desktop software applications and standardized Operating Systems components to production desktops. The IT Professional - Client Support will work in a Service Desk, Help Desk, or Call Center environment.
"Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."
PURPOSE OF THE POSITION
The purpose of this position is to build and maintain a modern, efficient, and effective solutions and drive organization in transforming and automating the business processes, tasks, data output and utilization. This position may serve as a Power BI expert in business or functional area for the design, development, maintenance, and enhancements and lead data visualization, data transformation life cycle and process improvement projects. Provides technical documentations, guidance and training to less experience team members and may collaborate with other business units for quality assurance responsibilities.
The duties of the IT Professional - Client Support include but are not limited to:-
CUSTOMER SERVICE: Facilitates client support by phone, email, or chat. Professionally troubleshooting through step-by-step instructions, accessing HAS users' desktops/laptops remotely to mitigate and resolve issues. May interact with infrastructure, applications, business analysis, IT security, or PMO personnel to perform or coordinate service request. May simulate or recreate simple to moderate user problems to provide solutions but escalates complex problems to other personnel. Function as Tier 2 Support to discern and assign the appropriate support team to resolve the support request. Handles support requests that the first tier of service desk support is unable to diagnose. May participate in an on-call rotation with other client support staff; and keeps request or informed of progress or problem resolution.
ADMINISTRATION: Facilitates management of future or concurrent problems by preparing clear and concise documentation, maintains appropriate categorization of service request by problem type, severity, impact to customers, etc. Follows procedures and standards established by IT Service Desk management.
TEAM EFFORT: Contributes to team effort by promoting a culture of service and excellence.
WORKING CONDITIONS
The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal. There may be sources of discomfort, i.e., outdoor installations, hot/cold temperature and humid/wet conditions. Hands-on environment. May have on-call responsibilities and rotating shifts. Requires the ability to make closely coordinated eye/hand movements within very fine tolerance and/or calibration demands. Operates a motor vehicle.
MINIMUM REQUIREMENTS
EDUCATION REQUIREMENTS
Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.
Information systems-specific technical certifications may be substituted for 1 year of either the education or the experience requirement, as applicable.
Related professional Information Systems, experience may be substituted for the education requirement on a year-for-year basis.
EXPERIENCE REQUIREMENTS
At least five (5) years of technology experience supporting IT applications.
A Master's degree in Computer Science, Management and Information Systems (MIS) or a closely related field may be substituted for two years of the experience requirement
LICENSE REQUIREMENTS
None
PREFERENCES
**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**
Preferences shall be given to those with the following experience:

• ITIL knowledge of V3 for Service Desk, Incident, Problem, and Change Management
• Knowledge of Remote Access software (
• Knowledge of SCCM,
• Windows 10/11 installation, configuration, troubleshooting
• Networking Basics

• Understanding of IP addressing, DNS, DHCP
• Troubleshooting LAN/Wi-Fi issues

• VPN configuration and troubleshooting
• Ticketing Systems

• Familiarity with ITSM platforms like:
• ServiceNow
• Jira Service Desk
• Zendesk
• BMC Remedy

Remote Support Tools

• Knowledge of tools like:

• TeamViewer
• AnyDesk
• Remote Desktop Connection (RDP)
• Beyond Trust (old Bomgar)
• LogMeIn
• Microsoft Quick Assist

GENERAL INFORMATION
SELECTION / SKILLS TESTS REQUIRED
The selection process will involve application review and/or interview. Department may administer skills assessment test.
SAFETY IMPACT POSITION - YES
If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
PAY GRADE: 20
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: .
To view your detailed application status, please log-in to your online profile by visiting: or call (281-233-1842).
If you need special services or accommodations, call (281) 233-1842). (TTY 7-1-1). If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

• Medical
• Dental
• Vision
• Wellness
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Skills Required