Job Description

Job Summary
Under general supervision, is responsible for interacting with end-users to provide technical support in response to routine customer requests. Provides application or system support for documented issues. Provides the first level of contact and responds to requests for general IT support based on service level agreements, escalating when necessary. Exercises no supervision.
Work Location
City Tower - 100 W. Houston Street, Concourse Level, San Antonio, TX 78205
Work Hours
7:45 a.m. - 4:30 p.m. Monday-Friday
Essential Job Functions

• Provides first point of contact via phone, Instant Message, and email requests. Monitors service-level objectives to ensure that requirements are met or exceeded.
• Responds to and performs successful first-call resolution to agreed metrics.
• Assesses, triages, and escalates tickets when appropriate and completes follow up procedures.
• Administer call data entry into the tracking system, including logging, categorizing, and closing out requests.
• Utilize remote technologies to resolve issues.
• Perform procurement activities aligned with IT service best practices.
• Schedules on-site service calls with service providers and vendors and assists with walk-up desk tickets as needed.
• Conducts user account provisioning including the creation, management, and maintenance of end-user access and rights to resources.
• Support and contributes to documented procedures, processes, and checklists.
• Summarizes information and documents solutions to common problems and responses to frequently asked questions.
• Performs related duties and fulfills responsibilities as required.

Job Requirements

• Associate degree from an accredited college or university.
• One (1) year of related work experience, education, or training.
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

Preferred Qualifications

• Bachelor degree from an accredited college or university.
• Knowledgeable of BMC Remedy.
• Knowledgeable of SNOW.
• Knowledgeable of incident tracking system.
• Experience with Remote tools assessing and escalating.

Applicant Information

• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• If selected for this position, official transcripts, diplomas, certifications, and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.

Knowledge, Skills, and Abilities

• Knowledge of fundamental technology concepts, practices, and procedures.
• Knowledge of simple to complex hardware and software products.
• Skill in problem solving/troubleshooting.
• Skill in interpersonal professional communications.
• Ability to learn quickly and troubleshoot situations.
• Ability to effectively interact with end-users.
• Ability to effectively function in a fast-paced work environment.
• Ability to perform all the essential functions of the position, with or without accommodations.
• Ability to working primarily in an office environment.

Benefits Information
The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one.
For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:
Note:

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information
The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.
If you require assistance at any stage of the application process due to a disability, please contact the so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.

Skills Required