IT Support Analyst Senior

Austin Water Utility | Austin, TX

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Posted Date 12/06/2023

Posting Title: IT Support Analyst Senior

Job Requisition Number: COA090537

Position Number: 108820

Job Type: Full-Time

Division Name: FSB - Security

Minimum Qualifications: 

  • Three (3) years of education related to the job.
  • Experience may substitute for education up to three (3) years

Position Overview:
Thank you for applying to this position, please note this is NOT a typical IT related position.

This position will require you to have knowledge in physical security systems such as Access Control (Badge / ID readers), Intrusion Detection systems (perimeter breach of physical buildings) and surveillances system (CCTV / video monitoring)

You will install and maintain the security systems and program and maintain all equipment related to the security systems including desktop workstations, servers, and network infrastructure as needed.

Working with Austin Water provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

When completing the City of Austin employment application:

  • Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
  • A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job title and employment dates for all jobs you wish to be considered.
  • A resume is required but will not substitute for a complete employment application. Please do not use the phrase “see resume” or refer to other documents to complete your application. Do not leave the “Duties and Responsibilities” sections blank. These will be considered incomplete applications. Incomplete applications will not be considered.

If you are selected to interview:

  • Some of the competency areas for this job will be assessed through skills testing – specifically, your competency in Microsoft Excel, Outlook and Word – with a required minimum passing score of 70%.

If you are selected as a top candidate:

  • Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution and proof of your professional licenses or certifications.
  • If you are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.

If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Secondary Employment:

  • All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.
  • Austin Water must review all secondary employment.
  • Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lot, garage or in any personal vehicle located on the premises.

Pay Range: $28.85 – $36.06

Hours: 7:00 a.m. – 4:00 p.m. Monday – Friday

Job Close Date: 12/19/2023

Type of Posting: External

Department: Austin Water Utility

Regular/Temporary: Regular

Grant Funded or Pooled Position: Not Applicable

Category: Professional

Location: South Service Center - 3616 South 1st Street

Preferred Qualifications: 

  • Experience using Genetec or similar Security Center Software Systems
  • Experience with structured cabling concepts and principles, NEC cable listings and conduit standards, and NEC 300.21
  • Technical experience with network systems, desktop operating systems, user applications and system integration
  • Experience with Access Control systems and devices
  • Ability to travel to more than one work location

Duties, Functions and Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

1. Performs systematic analysis for identifying and diagnosing faults and determining root causes

2. Improves Tier I and Tier II business processes

3. Provides key performance indicator analysis and reports to management 

4. Works with customers and purchasing to recommend, obtain quotes and deploy new solutions.

5. Recommends performance improvements

6. Performs advanced end-to-end support utilizing industry best practices 

7. Serves as lead resource on teams

8. Performs advanced system administration functions

9. Develops, documents, publishes and provides advanced communications

10. Provides advanced and escalated technical support 

11. Performs complex hardware, software, and applications support and preventative maintenance

12. Manages inventory and record keeping

Supervision and/or Leadership Exercised:

May provide technical leadership, work assignments, training, and guidance to others

Knowledge, Skills and Abilities: Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of standard application and operation systems 

• Skill in accurate reporting, documenting, and entering data and reconciling and escalating issues

• Skill in technical writing and excellent verbal communication

• Skill in proactive approach to problem solving 

• Ability to demonstrate initiative and professionalism

• Ability to build rapport and elicit problem details from customers

• Ability to identify and learn appropriate software and hardware 

• Ability to triage, engage others, and escalate appropriately

• Ability to identify and analyze system-to-system faults

• Ability to provide in-depth technical advice, guidance and training to technicians and customers

• Ability to troubleshoot and restore all Tier I and Tier II hardware and software problems

• Ability to follow-through with minimal direction

• Ability to adjust to frequently changing priorities

Criminal Background Investigation: This position does not require a Criminal Background Investigation

EEO/ADA: City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions:

Required fields are indicated with an asterisk (*).

  1. * This position requires three (3) years of education related to the job. Experience may substitute for education up to three (3) years. Do you meet these minimum qualifications?
    • Yes
    • No
  2. * Do you have experience working with Genetec or similar access control, CCTV and intrusion detection systems, to include system programming, daily maintenance and system upgrades?
    • Yes
    • No
  3. * How many years of experience do you have working with Genetec or similar access control, CCTV and intrusion detection systems, to include system programming, daily maintenance and system upgrades?
    • Less than one (1) year
    • One (1) to three (3) years
    • Three (3) to five (5) years
    • Five (5) or more years
  4. * This position will be required to maintain the physical security systems in the field as well as desktop workstations, servers and network equipment. You will work on badge readers, door locking mechanisms, intrusion detection systems, such as gate and door contacts and video cameras mounted on poles and side of buildings. Are you willing to complete this type of task?
    • Yes
    • No
  5. * Do you have experience working with physical access control systems and the ability to program, install and maintain this type of equipment?
    • Yes
    • No
  6. * Do you have technical experience with network systems, desktop operating systems, user applications and system integrations?
    • Yes
    • No
  7. * How many years of technical experience do you have with network systems, desktop operating systems, user applications and system integrations?
    • Less than one (1) year
    • One (1) to three (3) years
    • Three (3) to five (5) years
    • Five (5) or more years
  8. * Do you have the ability to travel to multiple sites as part of the regular job duties?
    • Yes
    • No
  9. * Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee’s full name.
    (Open Ended Question)

Required Documents

  1. Resume
Job Category
Local Government
Career Level

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