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IT Professional - Client Support

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City of Houston

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Houston

AI generated summary

  • You need a Bachelor's in Computer Science/MIS or related field, 5 years of IT support experience, or a Master's for 2 years’ waiver. Certifications may substitute education or experience, as applicable.
  • You will assist clients with hardware and software issues, provide Tier 2 support, document problems, categorize service requests, and promote a culture of service excellence.

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.
  • 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.
  • None

Responsibilities

  • 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 request. 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.

FAQs

What are the working hours for the IT Professional - Client Support position?

The working hours are Monday to Friday, from 8 AM to 8 PM, but are subject to change.

What are the educational requirements for this position?

A Bachelor's degree in Computer Science, Management and Information Systems (MIS), or a closely related field is required. Information systems-specific technical certifications may substitute for 1 year of the education or experience requirement.

Is any experience required for this role?

Yes, at least five (5) years of technology experience providing end-user support in an IT Service Desk environment is required.

Can I substitute a Master's degree for experience?

Yes, 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.

Are there any preferences for applicants?

Preference shall be given to eligible veteran applicants who possess the qualifications necessary for the competent discharge of the duties involved in the position.

Is there a skills assessment required for this position?

No specific skills test is required, but the department may administer a skills assessment test.

What is the salary grade for the IT Professional - Client Support position?

The position is classified at pay grade 20.

How can I apply for this job?

Applications must be submitted online at www.houstontx.gov during the active posting period.

Will I need to pass a drug test if hired?

Yes, all new hires and rehires must pass a pre-employment drug test.

Is there an opportunity for career advancement in this role?

While the job description does not specify, opportunities for career advancement typically depend on performance, experience, and departmental needs.

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City of Houston

"HOUSTON: THE CITY WITH NO LIMITS"

Government
Industry
10,001+
Employees
1836
Founded Year

Mission & Purpose

Home to a respected and energetic cultural arts scene, celebrated restaurants featuring flavors from 35 countries, world-renowned theater groups and the brains behind U.S. space exploration, Houston is a diverse metropolis brimming with personality. With nearly 21,000 concerts, plays, exhibitions and other arts programs presented in Houston annually, residents and visitors have access to a wide variety of cultural programs. On any given night, it's a safe bet that there's a show somewhere in Houston's Theater District. More than 2 million people visit the Downtown area each year to attend one of the city's world-class performances. Within the Museum District you will find eighteen world-class institutions, including the Menil Collection, Museum of Fine Arts, Houston and the Houston Museum of Natural Science are clustered in this area, drawing a reported seven million visitors to the district each year. Houston’s restaurant scene is as ethnically diverse as its 4 million residents. ForbesTraveler.com ranked Houston as one of the best restaurant cities in America. The city is jam-packed with more than 8,000 tempting eateries that feature culinary flavors from more than 35 countries. With 56,405 acres of total park space, Houston rates first among the nation's 10 most populous cities in total acreage of park land. The 165 public and private golf courses around the city and teams in nearly every major professional sport keep sports fever high year-round.