Applications accepted from: ALL PERSONS INTERESTED
Job Classification: IT SPECIALIST – CLIENT SUPPORT
Posting Number: # 26928
Reporting Location: 611 WALKER, 9TH FLOOR
Workdays & Hours: MONDAY – FRIDAY, 8 AM – 5 PM**** ****SUBJECT TO CHANGE DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONSCUSTOMER 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. WORKING CONDITIONS
This position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort in a normal office environment. There may be sources of discomfort, i.e., outdoor installations, hot/cold temperature and humid/wet conditions. Significant time spent using computer display, keyboard, and mouse. Hands-on environment. May have on-call responsibilities and rotating shifts.
Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field. EXPERIENCE REQUIREMENTS
At least two (2) years of technology experience providing end-user support in an IT Service Desk environment.
Related professional experience may be substituted for the education requirement on a year-for-year basis. LICENSE REQUIREMENTS
None**Preference shall be given to eligible veteran applicants provided such persons possess the qualifications 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.**Preferences shall be given to those with the following:
SELECTION / SKILLS TESTS REQUIRED
- Experience using Service Now ITSM in a Client Support Desk environment
- Experience assisting with remote end users
- Handling high call volume service desk
- Must have experience creating and managing objects in AD
- Must have experience creating objects in O365
administer skills assessment test SAFETY IMPACT POSITION
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: 17 APPLICATION PROCEDURESOnly 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:
[ Link removed ] - Click here to apply to IT SPECIALIST – CLIENT SUPPORT.
To view your detailed application status, please log-in to your online profile by visiting: [ Link removed ] - Click here to apply to IT SPECIALIST – CLIENT SUPPORT
or call (832/393-8511).
If you need special services or accommodations, call (832/393-8511). (TTY 7-1-1)
If you need login assistance or technical support call
.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. EEO Equal Employment Opportunity
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
- Business Analysis
- Computer Architectures
- Computer Security
- Information Systems
- Information Technology