IT Service Desk Specialist I

: Job Summary

Under general supervision, is responsible for interacting with end-users to provide technical support in response to routine customer requests. Provides application or system support for documented issues. Provides the first level of contact and responds to requests for general IT support based on service level agreements, escalating when necessary. Exercises no supervision. Work Location 638 Davy Crockett Rd, San Antonio, TX 78226 Work Hours 7:45 a.m. - 4:30 p.m. Monday-Friday

Essential Job Functions

• Provides first point of contact via phone, Instant Message, and email requests. Monitors service-level objectives to ensure that requirements are met or exceeded.
• Responds to and performs successful first-call resolution to agreed metrics.
• Assesses, triages, and escalates tickets when appropriate and completes follow up procedures.
• Administer call data entry into the tracking system, including logging, categorizing, and closing out requests.
• Utilize remote technologies to resolve issues.
• Perform procurement activities aligned with IT service best practices.
• Schedules on-site service calls with service providers and vendors and assists with walk-up desk tickets as needed.
• Conducts user account provisioning including the creation, management, and maintenance of end-user access and rights to resources.
• Support and contributes to documented procedures, processes, and checklists.
• Summarizes information and documents solutions to common problems and responses to frequently asked questions.
• Performs related duties and fulfills responsibilities as required.

Job Requirements

• Associate degree from an accredited college or university
• One (1) year of related work experience, education, or training

Preferred Qualifications

• Bachelor degree from an accredited college or university
• Knowledgeable of BMC Remedy
• Knowledgeable of SNOW
• Knowledgeable of incident tracking system
• Experience with Remote tools assessing and escalating.
• A+ Certification.

Knowledge, Skills, and Abilities

• Knowledge of fundamental technology concepts, practices, and procedures
• Knowledge of simple to complex hardware and software products
• Skill in problem solving/troubleshooting
• Skill in interpersonal professional communications
• Ability to learn quickly and troubleshoot situations
• Ability to effectively interact with end-users
• Ability to effectively function in a fast-paced work environment
• Ability to perform all the essential functions of the position, with or without accommodations
• Ability to working primarily in an office environment

Benefits Information The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one. For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:

Note:

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.

If you require assistance at any stage of the application process due to a disability, please contact the Human Resources Department so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.