Customer Support Analyst

Job SummaryPerforms Information Technology customer support work that is basic to moderately complex in nature. Provides first- and second-level desktop support on-site as well as through remote applications. Implements, evaluates and facilitates usage of new client technologies. Performs basic network administration and troubleshooting of communication problems as they affect the user environment. Distinguishing Characteristics This is the second in a series of three customer support related job classifications within the Information Technology job family. Conducts basic to moderately complex first- and second-level desktop support on-site as well as through remote applications. Executes basic network administration and troubleshooting of communication problems and assists with the evaluation and usage of new client technologies. This classification may require a flexible work schedule in order to meet the needs of the department.Duties and ResponsibilitiesProvides remote desktop support and assistance, using various remoting applications. Installs, re-installs, configures or instructs the user over the phone and uses the technician's desktop. Works the Call Center, logging calls, providing first- and second-level technical assistance to users and other Information Technology technicians. Documents call problems and resolution. Creates, resets and deletes user profiles. Assists users with access or login problems. Installs, configures and deploys new software packages, upgrades new desktop hardware for users' desktops, laptops and printers. Communicates critical outages to appropriate staff and monitors progress for resolution. Works with varied versions of client technologies, installing and testing across many different platforms. Assists in determination of technology requirements. Initiates preventative maintenance work and/or diagnostics on computers and peripherals within a department. Works on special projects providing technical assistance to users and other support employees. Participates in the deployment of new computer equipment and the relocation of County offices and corresponding IT equipment. Performs other job-related duties as assigned.Minimum RequirementsEducation and Experience: Bachelor's degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant 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: Microsoft Certified Professional (MCP), A+ Certifications. Knowledge of: Policies, practices, procedures and terminology of assigned function. Federal, State, Local and County applicable laws, rules, regulations and guidelines. Information technology hardware, software and peripherals as related to assigned function. Desktop operating systems, user applications and system integration. Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment. Computer applications to include word processing, spreadsheets, databases and a variety of software packages. Skill in: Explaining complicated technical problems in simple nontechnical language. Problem-solving and decision-making. Both verbal and written communication, including presentations and communicating technical issues in nontechnical language. Ability to: Work efficiently both independently and as part of a team. Perform basic to intermediate software and hardware diagnostics and troubleshooting. Demonstrate strong customer services skills. Manage time well, perform multiple tasks and organize diverse activities. Establish and maintain effective working relationships with departmental clientele, outside agencies and providers, other County employees and officials, and the general public.Work Environment & Other InformationPhysical 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. Work Hours: 8 am - 5 pm, Monday-Friday. Location: 5501 Airport Blvd, Austin, TX 78751 Department: County Clerk Criminal, Driving, Education, and Employment Background Checks Required. For updates or questions on this position, contact: View email address on click.appcast.io 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.BenefitsEmployment 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. FY2026 Travis County Benefit Guide In this valuable Travis County Benefits Guide 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.