Customer Support Technician

Salary: $52,162.24 Annually

Location : Texas, TX

Job Type: Full Time

Job Number: 24-09376

Department: Civil Courts

Opening Date: 08/14/2024

Job Summary

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

This is a special project worker position (40-hours per week, M-F, 8-5) with full Travis County health, dental, and retirement benefits during the COVID-19 pandemic. This special project worker position expires on December 31, 2024, with the opportunity to become a full-time, permanent position effective January 1, 2025.

Duties and Responsibilities

• 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.

Minimum Requirements

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.

Skill in:

• 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.

Ability to:

• 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.

Work Environment & Other Information

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: Monday - Friday 8 am - 5 pm

Department: Civil Courts

Location: Travis County Civil and Family Courts, 1700 Guadalupe St, Austin, Texas

Criminal Background Check Required.

Benefits
Employment at Travis County comes with a full array of benefits. We offer comprehensive health insurance, a no-cost, on-site Health and Wellness clinic, longevity pay, paid vacations, sick time and personal holidays, not to mention an industry competitive salary structure and a friendly, stable work environment.
FY2024 Travis County Benefit Guide

In this valuable you will find benefit summaries, eligibility requirements, costs, contact numbers and addresses as well as other general information on the benefits available to Travis County Employees and Retirees.

Credit Union
Employees may join the Travis County Credit Union which offers low-interest loans, savings plans through payroll deduction, safe deposit boxes and other benefits.

Deferred Compensation
Employees may enroll in a tax- free sheltered investment plan through payroll deduction.

Direct Deposit
Employees may sign up for direct bank deposit.

Employee Assistance Program
Travis County provides a confidential counseling and referral service free of charge to county employees and their family.

Employee Organizations
Membership in the American Federation of State, County, and Municipal Employees Union is available through payroll deduction.

Employee Health & Wellness Clinic
Employees may access the clinic for a variety of wellness program and health care services with no co-pay, no deductible and no co-insurance costs.

Holidays
An average of eleven paid holidays are designated by the Travis County Commissioners Court at the beginning of each fiscal year.

Insurance
Employees may select from four plans: an Exclusive Physician Organization (EPO), Choice Plus Preferred Physician Organization (PPO), Consumer Choice or a High Deductible Health Plan (HDHP) with a Health Savings Account (HSA). All four options include a Pharmacy Plan. Travis County's current policy is to pay 100% of the employee's health insurance premium for the Consumer Choice and HDHP. Employees will pay a premium for both the EPO and PPO. Other insurance benefits include $50,000 Basic Life and AD&D paid by the County.

The following benefits are employee paid:

• Dental
• Vision
• Supplemental Life, AD&D
• Dependent Life
• Short Term Disability
• Long Term Disability
• Long Term Care

New employees are covered on the first day of the month following 28 calendar days of employment.

Longevity
Longevity pay is paid for each year completed after three years of continuous service. Peace Officers in a law enforcement activity, whose job requires state peace officer certification, receive pay after one year of certification.

On the regular payday on or after the employee's fourth and subsequent adjusted service dates, he or she receives a single payment for the previous year.

Parking
A limited number of assigned parking spaces are available to employees in the Courthouse Complex.

Personal Holidays
Regular, full-time employees are eligible for up to three paid personal holidays each calendar year. Part-time employees shall be granted personal holidays on a prorated basis. New employees earn personal holidays for the calendar year in which he/she begins employment, based on the month in which employment begins:

January - March

3 personal holidays

April - June

2 personal holidays

July - September

1 personal holiday

October - December

None

New employees are eligible to take personal holidays after 90 days of employment.
Retirement
Travis County is a member of the Texas County & District Retirement System with mandatory participation by certain classes of employees. Seven percent (7%) of the gross salary is deducted each pay period. An employee is fully vested after eight years of service. Benefits are prorated for part-time employees.

Sick Leave
Regular employees earn sick leave at a rate of eight hours per month with unlimited accrual during employment. Part-time employees earn sick leave on a pro-rated basis.

Parental Leave
Each Full-time Paid Parental Leave Eligible (PPL) Employee is entitled to a total of 320 hours of Paid Parental Leave in a 12 month period. Paid Parental Leave for Part-time PPL Eligible Employees is prorated based on the number of hours that they are regularly scheduled to work.

Tuition Refund
Certain classes of full-time employees may receive reimbursement for fees associated with pre-approved, job related course work completed satisfactorily.

Vacation
Based on years of county service, regular, full-time employees earn vacation time at the following rates:

0 to 5 years

4.0 hours per pay period

6 to 10 years

4.5 hours per pay period

11 to 15 years

5.0 hours per pay period

16 to 20 years

5.5 hours per pay period

21 plus years

6.0 hours per pay period

Part-time employees earn vacation leave on a pro-rated basis.
Workers' Compensation
The county provides all employees workers' compensation coverage with benefits in accordance with state statute, if the employee sustains an injury out of, or in the course of work.

01

Select the highest level of education completed.

• High School/GED
• Associates degree
• Bachelor's degree
• Master's degree or higher
• None of the above

02

How many years of experience do you have in customer support and/or call center work?

• None
• Less than 1 year
• 1 to 2 years
• 3 years or more

Required Question

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