City of Houston, TX
IT Professional - Client Support
City of Houston, TX, Houston, Texas, United States, 77246
POSITION OVERVIEWApplications accepted from:
ALL PERSONS INTERESTED
Section:
Information Technology
Reporting Location:
500 McKinney St. *
Workdays & Hours:
M - F, 8am to 8 p.m.*
Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Houston Public Library is seeking an IT Professional – Client Support. The selected candidate will document and facilitate resolution of support requests for Information Technology (IT) and Operational Technology (OT) hardware and software applications. Key duties include:
CUSTOMER SERVICE:
Facilitates client support requests to repair, install, move, or change computer hardware, applications, and other system requests. May interact with infrastructure, applications, business analysis, IT security, or PMO personnel to perform or coordinate service requests. May simulate or recreate simple to moderate user problems to provide solutions, but refers complex problems to other personnel. Functions 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 requestor 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 requests 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:
This position is physically comfortable; the individual has discretion about walking, standing, etc. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations as with occasional exposure to office chemicals and/or extensive use of a video display terminal.
MINIMUM REQUIREMENTSEDUCATIONAL 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 providing end-user support in an IT Service Desk environment. 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 qualification 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.**
GENERAL INFORMATIONSELECTION/SKILLS TESTS REQUIRED:
None. However, the department may administer a skills assessment test.
SAFETY IMPACT POSITION:
No. 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:
www.houstontx.gov .
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-1472.
If you need special services or accommodations call 832-393-1472 (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.
AGENCYCity of Houston
ADDRESS901 Bagby StHouston, Texas, 77002
WEBSITEhttps://www.houstontx.gov/
#J-18808-Ljbffr
ALL PERSONS INTERESTED
Section:
Information Technology
Reporting Location:
500 McKinney St. *
Workdays & Hours:
M - F, 8am to 8 p.m.*
Subject to change
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS:
Houston Public Library is seeking an IT Professional – Client Support. The selected candidate will document and facilitate resolution of support requests for Information Technology (IT) and Operational Technology (OT) hardware and software applications. Key duties include:
CUSTOMER SERVICE:
Facilitates client support requests to repair, install, move, or change computer hardware, applications, and other system requests. May interact with infrastructure, applications, business analysis, IT security, or PMO personnel to perform or coordinate service requests. May simulate or recreate simple to moderate user problems to provide solutions, but refers complex problems to other personnel. Functions 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 requestor 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 requests 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:
This position is physically comfortable; the individual has discretion about walking, standing, etc. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations as with occasional exposure to office chemicals and/or extensive use of a video display terminal.
MINIMUM REQUIREMENTSEDUCATIONAL 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 providing end-user support in an IT Service Desk environment. 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 qualification 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.**
GENERAL INFORMATIONSELECTION/SKILLS TESTS REQUIRED:
None. However, the department may administer a skills assessment test.
SAFETY IMPACT POSITION:
No. 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:
www.houstontx.gov .
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 832-393-1472.
If you need special services or accommodations call 832-393-1472 (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.
AGENCYCity of Houston
ADDRESS901 Bagby StHouston, Texas, 77002
WEBSITEhttps://www.houstontx.gov/
#J-18808-Ljbffr