Service Support Technician en City of University Park, TX

About the Department

The purpose Service Support Technician's role is to provide proactive, customer oriented, technology support to all areas of City operations by performing entry-level work in the areas Service Desk operations, Incident Management, and Service Request Management. This can only be accomplished by developing strong relationships with peers and customers, which requires outstanding communications and customer service skills, and the ability to work with everyone diplomatically and skillfully. With a strong emphasis on customer service, this entry-level technician position contributes to the success of the Information Services (IS) Team by providing Tier I technical support serving as the primary point of contact for all Support Incidents and Service Requests reported by the customers using telephone, e-mail, and web form submittals to the Service Desk. This position will be expected to work with general supervision and can partner with teammates and customers through diplomatic and positive communications. The position provides support for all desktop technology services provided by IS used in the City.

Position Duties

The incumbent in this position must be able to successfully perform the following essential job functions and duties: 

Customer Service

• Display accountability and knowledge to end users and Customers via job performance, behavior and resource usage.
• Answer the Service Desk phone line with a 90% live answer rate. For those unanswered calls, follow-up with end user to acknowledge receipt of call and gather any issue related details. Create and assign incidents as required.
• Assist with user incident resolution utilizing remote access tools, with a target of 80% first call resolution, rather than incident reassignment or escalation.
• Ensure users are receiving automatic notification when incidents are opened and closed, and that they reflect adequate and accurate information. Incidents that are closed without proper resolution are immediately reopened and reassigned.
• Discuss problem solving process and solutions with end users in a user-friendly, professional manner.
• Participates in providing formal and informal training programs on the use and operation of various data and information management software and systems.
• Follow up with customers to ensure issue has been thoroughly resolved.

Operational Support

• Log and classify all incidents and service requests in the Incident Management System, ensuring minimal unlogged calls.
• Communicate to appropriate IS technical staff, all issues that pertain to the needs and status of the incidents. Escalate incidents as required for appropriate resolution.
• Ensure all owned incidents are acknowledged, show progress with timely updates, and are properly closed and documented.
• Keep appropriate team members and IS Director informed of all critical issues that arise.
• Learn and support new computer technology as required.
• Contribute to the creation and documentation of internal procedures related to Service Desk, Service Request, and Incident Management processes.
• Monitor voicemail messages, Incident Management system, and emails at the beginning of and throughout the day to identify any incidents or requests in need of response. Provide follow-up and generate incidents if needed.
• Communicate to IS staff, user, or customer status pertaining to outstanding incidents.
• Identify and escalate incidents or requests requiring urgent and immediate attention.
• Document incident resolutions for future reference and needs.
• Answer basic end user questions and training needs regarding installation, operation, configuration, customization, and usage of their products, with assistance as necessary.
• Utilize various tools to address spam/phishing emails and computer viruses.
• Handle confidential and proprietary information professionally and discreetly.
• Participate in all meetings and discussions as directed.

Service Desk and Incident Management System

• Ensure Service Desk and Incident Management system and processes are always running properly.
• Ensure customer's Technical Service Requests (TSR) are entered correctly in the Incident Management system and that an incident is created, assigned, and forwarded to the appropriate staff according to established SLAs.
• Enter all Service Desk calls and emails into Incident Management System accurately and with all appropriate information.
• Respond to Incident Management System email alerts, pertaining to unanswered and unassigned incidents.

Minimum Qualifications

Minimum

• 0 - 2 years of work/education experience in computer hardware and software with customer service, service desk and technical support experience.
• Customer Service background or experience
• Valid Texas Driver's License at time of appointment and throughout employment.

Preferred

• Technical training in computer technology or a related field.
• Associate's degree preferred.
• Experience with ITIL or IT Service Management Incident Management practices.
• A+ or other technology certification.
• ITIL Foundations certification.

Knowledge, Skills, and Abilities:

• Knowledge of: Customer service/support best practices and customer relationship management.
• Preferred knowledge of: Supporting a wide variety of desktop and mobile technologies; software and hardware issue troubleshooting; research techniques, methods, and procedures; Business Relationship Management best practices; Information Technology Service Management best practices such as ITIL, specifically Incident and Problem Management.
• Ability to: Understand and Learn software and hardware technology; communicate effectively both verbally and in writing; convey information to non-technical colleagues in a clear and concise way; establish and maintain effective working relationships with others; work well independently and in a team-oriented, collaborative environment; approach problem solving with logic and creativity; develop documentation to represent existing processes and knowledge; execute judgment appropriately; and be willing to receive corrective feedback in a positive manner.
• Skills: Strong attention to detail; communicate clearly and concisely, both orally and in writing; planning and organization; problem solving; ingenuity and creativity; time management; use of Microsoft Office applications; and ability to learn in a dynamic environment.

Other Qualifications

Work is primarily performed in a climate-controlled office environment. Physical demands are sedentary in nature with prolonged sitting. Work may cause fatigue of eyes, fingers, and other facilities because of fairly continuous use of motor senses. May be required to attend functions and meetings in other buildings and other sites. Requires moderate physical effort in carrying/moving 5-10 pounds. Includes walking, standing, reaching, bending, and occasionally driving a vehicle.

This position offers a hybrid work arrangement allowing employees to work remotely and, in the office. Candidates must have access to a reliable internet connection and suitable workspace for remote work. Specific remote work schedules will be determined in coordination with the department's needs.